Heats Casino - アカウント再開後、プレイヤーが返金を要求した。

I had previously self-excluded due to gambling addiction.

Despite this, the casino contacted me and invited me to reopen my account. Their support agent encouraged me to return and used a friendly, persuasive tone.

I agreed, and my account was immediately reopened without any responsible gambling checks or cooling-off period.

After that, I was able to deposit and lose approximately 2300 EUR.

I have clear evidence (chat screenshots) showing that the casino initiated the reopening and encouraged me to play again, despite my prior declaration of gambling addiction.

This is a serious breach of responsible gambling obligations and duty of care.

I am requesting a full refund of all deposits made after my self-exclusion.

I am willing to resolve this matter amicably, but if necessary, I am prepared to escalate it further with all supporting evidence.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Heats Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When did you request a self-exclusion from this casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, 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,

Attila

Hello Attila,

Thank you for your response.

Here is the timeline of events:

I had previously requested self-exclusion due to gambling addiction. Unfortunately, I do not remember the exact date, but it was before my account was reopened.

After that, I was contacted by the casino and invited to reopen my account. I agreed, and my account was reopened without any responsible gambling checks.

Following this, I deposited and lost approximately 2300 EUR.

Regarding KYC verification, I can confirm that I have completed the verification process in this casino.

I am attaching screenshots of my communication with the casino, which clearly show that they invited me to reopen my account despite my prior declaration of gambling addiction.

Please let me know if you need any additional information.

Kind regards,

[Redacted]

Hello all,

We send additional information in the email.

Have a good day.

Hello,

The casino has stated that they sent me additional information via email, however I have not received any email from them so far.

Could you please advise on how to proceed?

I am still waiting for their response and I am ready to provide any additional information if needed.

Kind regards,

[Redacted]

Dear Heats Casino team, thank you for your email.

Dear Ramram, could you please forward your original self-exclusion request to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your response.

Hello,

I have sent the requested information and explanation to your email.

Please let me know if anything further is needed.

Kind regards,

[Redacted]

Thank you for your response.

After carefully reviewing the information available in this case, we regret to inform you that we are unable to assist further, as we do not have sufficient evidence to hold the casino responsible for your losses.

For Casino Guru to intervene in cases involving responsible gaming, we require clear documentation showing that the casino was explicitly informed about a gambling problem. The earliest recorded instance of gambling-related issues dates back to April 1st. In response, the casino has implemented a permanent self-exclusion on your account on the same day.

For these reasons, and due to the lack of verifiable evidence demonstrating a failure of the casino’s responsible gaming obligations, we are forced to reject this complaint.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.