Heats Casino - Los retiros de los jugadores se retrasan.

Dear Team!

I finally had some luck at Heats Casino and won €20,000. Up until now, withdrawals have worked perfectly. But this time, as usual, I withdrew €1,000 (the maximum amount per 24 hours) to my Revolut account. Everything seemed fine, but the money never arrived, the payment was canceled, and returned to my player account. I was told to request it again. Unfortunately, I couldn't request a withdrawal because I had already requested the first €1,000 that day – the money that never arrived! Today (one day later), I was able to withdraw €500. The second installment of €500 still hasn't been processed. If this continues, it will take months for my money to be paid out. Please help, dear team!

Sehr geehrtes Team!

ich hatte im heats casino endlich glück und 20k eur gewonnen. Bis dato hat die auszahlung super funktioniert. Aber diesmal habe ich wie immer 1000 eur (maximaler betrag pro 24std) auf mein revolut konto ausgezahlt. Alles schien ok, aber das geld kam nie an und die zahlung wurde storniert und wieder aufs spielerkonto geleitet. Ich soll es nochmals beantragen. Nur leider konnte ich keine auszahlung beantragen, weil ich an dem tag schon die ersten 1000 eur beauftragt habe - das Geld, das nie ankam! Heute (einen Tag später) konnte ich 500 eur auszahlen. Der zweite Teilbetrag mit EUR 500,- wurde wieder nicht gebucht. Wenn das so weitergeht brauche ich Monate bis mein Geld ausgezahlt wird. Bitte um hilfe, liebes team!

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Dear Han13,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings with or without an active bonus?
• Could you please give me the date when you asked for a withdrawal?
• Could you please confirm whether you have successfully completed the KYC verification process?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.