Heats Casino - O processo de verificação do jogador está atrasado.

I won 339 euro in their casino after used one of reload bonuses I received on 06 May, I made upload of requested documents and until then, 17 days later still no any movement regarding verification. I contacted them 2 times, and they tell me they have queue system where if you dont continue to play, you are last in order to get checked so you can wait and wait. So they dont hide to say directly, continue to gamble if you want to be verified, or you can wait for months just to be verified. This is not fair policy, and people should be warned and informed about it. 17 days just to wait still in line to be verified is outrageous, same as policy gamble and lose money and this could help only .

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 your complaint. I’m sorry to hear about your negative experience with Heats Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Which documents have you submitted to the casino so far?
• Have you previously withdrawn from the casino? Have you opted for the same payment method for deposits and payouts?

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

Best regards,

Tomas

I made upload in account ID card and selfie. I never had withdrawals before, its not possible to make any withdrawal request before you upload requested doccuments and casino verify.

I have an update, casino finally verified my account so I made withdrawal request now, I will inform and close complaint when I receive funds.

Dear dyamiya,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear dyamiya,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

Player's message:

I wasnt able to click on case succesfully resolved so you can change it to help other players. Thank you.