Heats Casino - プレイヤーの本人確認手続きに遅延が発生しています。

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 .

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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• Have you previously withdrawn from the casino?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