Heats Casino - Jogador solicita reembolso após encerramento de conta e violação da autoexclusão.

Dear Casinoguru and Heats Casino Support,

I am writing to both parties as this matter concerns the site, Heats Casino, the operator Anj of Gold and the licensing authority under which both casinos operate.

Thank you in advance for taking the time to review this correspondence. I appreciate that you are likely managing a high volume of enquiries, and I hope this issue can be resolved amicably and as promptly as possible.

Self-Exclusion and Account Closure

On 22/10/2024, I formally closed my account with Del Oro Casino due to gambling-related issues. Prior to this, I had completed a permanent self-exclusion through the licensing authority, providing all required personal information. Screenshots confirming this are attached.

As stated in the self-exclusion terms:

- Self-exclusion information is treated as confidential and distributed only to participating Gaming Facility Operators under the Anjouan Gaming platform.

- The self-exclusion applies permanently and cannot be revoked.

- The process must be completed personally by the individual seeking exclusion.

- Licensed operators are expected to use this information to ensure the individual is excluded from their services.

Both Del Oro Casino and Heats Casino are participants in this self-exclusion programme and are sister sites, confirmed through live chat and here at Casinoguru.

Importantly, I completed the self-exclusion:

- Prior to registering with Heats Casino

- Prior to registering with any other casino operating under the same licensing authority

- Again on 22/10/2024, when I explicitly informed Del Oro Casino that my account was being closed due to a gambling addiction

- Again with Bitzguruz before an account was open with Heats

- Submitted a complaint with Anjouan Gaming Authority with all relevant information prior to opening an account with Heats

Subsequent Gambling Activity

I understand that Del Oro Casino and Heats Casino are sister sites operating under the same operator and licensing authority. While I acknowledge that administrative or system errors can occur, the failure to enforce my permanent self-exclusion across affiliated platforms represents a serious breach. As stated in their T&C and attached here:

Players can choose to self-exclude from a specific brand if they feel it necessary to control or limit their gambling behavior. It is essential to understand that a self-exclusion request for one brand is specific to that brand alone. It does not automatically apply to other brands, even if they operate under the same licensing umbrella.

Should a player desire to extend their self-exclusion to all brands under our company's license, it is their responsibility to expressly reach out to our Support Team for this purpose.

I done this with Deloro casino on the 22/10/2024.

I remained gamble-free for approximately 18 months. Unfortunately, following this lapse in safeguards, I relapsed and incurred substantial losses at Heats Casino. As evidenced by the attached deposit history and supporting screenshots, the total amount deposited is €31,830.

Requested Resolution

Given the above, I am requesting a full refund of €31,830 from Heats Casino, representing funds deposited while I should have been permanently excluded under the self-exclusion programme/passage of information through sister sites.

This situation has had a profound impact on my life and financial wellbeing. I had made significant progress in addressing my gambling addiction, and this failure in enforcement resulted in a serious setback.

I sincerely hope this matter can be resolved through Askgamblers here as I have currently hit a wall with Heats Casino and talks have broke down.

Please let me know if you require any additional information or documentation from me.

Please note I have tried to talk to Heats Casino and present this evidence to them and they have denied any wrong doing.

Please note - I can only upload 5 documents but I have many many more documents to upload.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original self-exclusion request you sent to DelOro Casino back in 2022, along with the casino's response? My email address is veronika.f@casino.guru.
• Have you ever contacted Heats Casino directly to request self-exclusion due to gambling addiction?
• Have you received any confirmation from the Licensing Authority that your account has been permanently blocked from DelOro and Heats Casinos?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

I've just sent you an email with all the requested information and a bit more.

Please let me know if you need anything else.

Kind regards,

Shandy37

Thank you for your email. Unfortunately, based on the information currently available, it seems we may not be able to assist you.

The email you sent to DelOro Casino does not appear to specify that you wished to be self-excluded due to gambling addiction. Additionally, it seems that your self-exclusion request was sent to several operators, including casinos where you had not yet registered but wanted to be excluded preemptively. This is not a common practice, and casinos are generally not obligated — and in some cases not technically able — to self-exclude players who have not yet created an account on their platform.

You also mentioned in your email that you never requested self-exclusion directly at Heats Casino. For this reason, we currently cannot conclude that the casino breached its responsible gambling obligations. Furthermore, I have not received any confirmation from DelOro Casino indicating whether your account was blocked across any other platforms.

However, before we close the case, I would like to make sure that we are not missing any important information. If you have any confirmation emails, responses from the casinos, or other evidence related to your self-exclusion requests (including confirmations that your accounts were closed or restricted), please send them to me at veronika.f@casino.guru. I would also appreciate it if you could clarify whether you ever explicitly mentioned gambling addiction as the reason for your request in any of your communications.

Please note that licensing authorities usually do not require operators to apply self-exclusion across all brands unless specific conditions are met. Based on the information we currently have — and since gambling addiction was not specified as the reason for your request — we may not be able to proceed further with the case. However, we will be happy to review any additional evidence you may provide.

Dear Shandy37,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Veronika,

I responded to you via email on 16 March. Can you confirm if you've received it please?

Kind regards,

Shandy37

Hello Shandy37,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Shandy37,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

Hi Shandy37,

Thank you for your patience, and I apologize for the delayed response.

I have carefully reviewed all the information provided so far, including the details previously assessed by my colleague Veronika. Based on the currently available evidence, I’m afraid that we are not able to proceed further with the case, as the key requirements for enforcing cross-brand self-exclusion do not appear to have been met, as already explained.

However, before making any final conclusions, I would like to give you one more opportunity to provide any additional supporting evidence that might change the situation.

Please kindly forward any further relevant communication, especially:

• confirmation emails from casinos acknowledging your self-exclusion,
• any messages where you clearly stated gambling addiction as the reason,
• any follow-up communication showing that your request should have been applied across multiple brands.

You can send everything directly to petronela.k@casino.guru.

At this stage, based on what we have received so far, we are unfortunately unable to assist further, but we remain open to reviewing any new, relevant evidence you may provide.

Thank you for your understanding.

Hello Petronela,

I've just sent you an email with the information you requested.

If you need anything else, please let me know. Thank you

Dear Shandy37,

Thank you for your patience, and once again, I apologize for the delayed response.

I have carefully reviewed all the materials you have provided, including the additional screenshots sent via email. I truly appreciate the time and effort you put into gathering and sharing this information.

However, after a thorough assessment, I regret to inform you that none of the submitted evidence clearly demonstrates that the casino was explicitly informed about your gambling problem, nor that a cross-brand self-exclusion should have been applied in your case.

As previously explained, in order for us to challenge the casino’s actions and proceed with such cases, it is essential to have clear and verifiable proof that:

• gambling addiction was explicitly communicated to the operator, and
• the request should have been enforced across related brands.

Unfortunately, this key requirement has not been met based on the evidence available.

For this reason, we are unable to continue with the investigation, and your complaint will now be closed as rejected.

I understand that this is not the outcome you were hoping for, and I’m sorry we couldn’t assist you further in this matter. Should you come across any new, relevant evidence in the future, please feel free to contact us again, and we will be happy to reassess the case.

Thank you for your understanding.