Heaps O Wins Casino - プレイヤーの賞金は没収されます。

I received an email with a $30 chip and played, play through the play through and after that won the jackpot of over 6k when I enquired about withdrawal they told me that I had used too many free chips and my winnings where void... But the day before I received another email with a $50 chip offer because I had made a deposit.



Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you also play with the $50 free cash bonus?

Can you explain the sequence of events — when did you make the deposit, and when did you play with each of the bonuses?

I've reviewed the bonus terms and conditions and found the following:

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I hadn't even noticed the $50 chip till after I played the $30 chip, so I obviously made a deposit and then utilised the free $30 a few days later.. Had I utilised free chips before this all happened for sure, but I actually hadnt been on the site since my deposit.. When they informed me that the 6k I had just won was void I was devastated, was a real kick in the guts

they just havnt bothered engaging since I won this money, trying to get out of paying me the 6k I won fairly





Dear player, to better understand the situation, could you please provide us with your deposit history and bonus history from the casino?

If you no longer have access to your account, could you kindly confirm whether you are completely locked out, or are you still able to log in and view your transaction details?

Also, if possible, please forward any emails you received from the casino that confirm your deposits and the activation of no deposit bonuses to my email: [email protected].

Dear player,

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.

What are you talking about I replied to the email like you td me too, I am waiting to get a reply.from you regards to this but I'll just send it here then.

Dear player, could you please let me know the dates when you made deposits to the casino and the dates when you activated any bonuses that you remember?

I am Unsure of the exact dates but it would of been early July, and I only ever used bonuses with this website when I was sent an email from them. I hadn't played on that website for a while so it probably was the last time I deposited and then when I played them again winning the $6000

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Themuss,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Heaps O Wins Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Dear Themuss, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Themuss, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Greetings, all.

Thank you, Heaps O Wins Casino, for providing all the information and the evidence about this case.

Dear Themuss,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

• Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus.

As you breached clause in their Terms, we are unable to help.

I am sorry I couldn´t be more of a help.

Best regards

Martina