Heats Casino - プレイヤーのアカウントは閉鎖されました。

This casino is the same casino as Deloro casino. I have an account opened with after I came to know that same casino. Which they shouldn't opened or activated my account bcoz my account is closed with deloro for gambling addiction.

And now Heats they closed my account after loss around 1200 CAD.

Hello Alprince2001,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heats Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when did you request for self-exclusion?
• Since when is your new account open?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Could you please advise when did you request for self-exclusion?

Was closed pn their sister casino deloro on Dec 2023

Since when is your new account open?

November 22 2024

When was the last time you spoke to the casino and what was it about?

On November 23

Hello Alprince2001,

Did you ever mention you had gambling problems to Heats Casino?

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

Yes. When I asked about deloro-casino I told them I have closed my account due to gambling addiction. They said that deloro-casino doesn't relate to them.

Hello Alprince2001,

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Unless you requested a self-exclusion directly in Heats Casino, the casino is not obligate to refund anything.

Is there any evidence that you did request for exclusion in this casino?

If not, we will be forced to close the complaint.

Regards,

Nick

Ok

Due to the aforementioned reasons, this complaint will now be rejected. 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.