Heats Casino - プレイヤーのアカウントは応答なしで閉鎖されました。

Hello Guru,

I was excluded from the sister casino Deloro. I know that doesn't always mean that they work together and that's why I asked in the chat. I was then offered €100 if my request was resolved and, I quote: "sign the contract". I made a counter offer of €300 instead of the €415 I had paid in. I was then asked to come into the chat. I did that and haven't had a response since. That was on December 18, 2024. There was no NO, no YES or anything. Personally, I think that if you are conducting a negotiation, you should see it through to the end!

Hallo Guru, 

Ich beim Schwesterncasino Deloro ausgeschlossen. Ich weis, dass heißt nicht immer, dass gemeinsam arbeitet und deswegen habe ich im Chat gefragt. Mir wurden dann 100€ angeboten, wenn sich mein Anliegen damit erledigt habe und, ich zitiere: „den Vertrag unterschreibe" ich habe ein Gegenangebot gemacht von 300€ statt den eingezahlten 415€. Ich habe dann eine Aufforderung bekommen in den Chat zukommen. Das habe ich gemacht und seit dem keine Antwort mehr. Das war am 18.Dezember 2024. es kam kein NEIN, kein JA oder irgendwas. Ich persönlich denke, wenn man eine Verhandlung führt, sollte man sie auch zu Ende führen! 

Dear LaJenny7,

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. 

• Could you please explain what is the basis of your refund request?
• Have you requested self-exclusion in this particular casino? Is your account closed?
• Could you please share with me your communication with the casino supporting your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

My account there is closed and I asked because I'm blocked from Deloro due to addiction. After the offer of €100 and my counter offer of €300, the manager, Olivia, asked me to come into the chat. I didn't see this until a few hours later and then no one was available and the chat just keeps saying that she will get in touch with me.

Sorry but that was almost 2 months ago. I think that if an offer is made, you should stand by it or at least respond to the counter offer. I just hope that Guru will get the casino to respond.

Hallo Tomas,

mein Konto dort is geschlossen und ich hatte nachgefragt, weil ich bei Deloro wegen Sucht gesperrt bin. Nach dem Angebot von den 100€ und meinem Gegenangebot von 300€ wurde ich vom Manager, Olivia gebeten, in den Chat zu kommen. Ich hatte das erst ein paar Stunden später gesehen und dann war niemand verfügbar und es heißt vom Chat immer nur, sie wird sich melden bei mir.

Sorry aber das ist fast 2 Monaten her. Ich finde, wenn schon ein Angebot gemacht wird, sollte man dazu auch stehen oder zumindest auf das Gegenangebot antworten. Ich hoffe einfach, dass Guru das Casino mal zum Antworten bringt.

Thanks for your patience.

if you inform the casino about gambling problems, they are obligated to prevent you from further play within a reasonable timeframe.

After you informed the casino about suffering from gambling problems did the casino close your account or did they allow you to gamble further? Have you received any confirmation your account is closed or self-excluded from Heats Casino?

I am sorry we are unable to compel the casino to proceed with a refund since we can't conclude it was promised to you based on the insufficient context of the conversation you provided.

Please note that self-exclusion in one casino doesn't mean the self-exclusion will be applied to associated brands. In Anjouan-licensed casinos, it's expected you to self-exclude with each of them individually.

Please let me know if there is any information I might have overlooked. Thanks in advance for your reply.

Hello Tomas,

I think that if the casino writes: "I can offer you €100 now if you sign the contract" that is already a firm offer. At least that's what it sounds like. I'm still having discussions with Heats about it. Someone always wants to get in touch. Support says the final decision is still to come. But to be honest, I've never experienced such a slow casino.

Hallo Tomas,

ich finde, wenn das Casino schreibt: „Ich kann Ihnen jetzt 100€ anbieten, wenn sie den Vertrag unterschreiben" ist das schon ein festes Angebot. Zumindest hört es sich so an. Ich habe mit Heats ja auch nach wie vor Diskussionen darüber. Es will sich ja immer jemand melden. Der Support sagt ja, die endgültige Entscheidung kommt noch. Aber ich habe auch noch nie so ein langsames Casino erlebt um ehrlich zu sein.

Thanks for your reply.

I can't comment on the reply of the casino pulled out of context. If you have a discussion with the casino regarding the issue please forward the information to me for review. My email is tomas@casino.guru

Also, please let me know regarding the questions I asked in my previous post, to better assess how we may best assist you.

• After you informed the casino about suffering from gambling problems did the casino close your account or did they allow you to gamble further?
• Have you received any confirmation your account is closed or self-excluded from Heats Casino?

Hello Tomas,

the casino closed my account after I went on chat and asked them.

Heats has now stopped communicating. Unfortunately there is nothing that can be done.

Hallo Tomas,

das Casino hat mein Konto geschlossen nachdem ich im Chat war und sie gebeten habe.

Heats hat die Kommunikation mittlerweile eingestellt. Leider nichts zu machen.

Thanks for your reply.

Since you confirmed your account is closed, there is no further action we can take.

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.