Heats Casino - プレイヤーのアカウント残高が不当に没収されました。

Hi to all.

i deposited to Heats casino, on Saturday 07/12 using the 60% reload they have. Once i cleared the wager i had around 270 euros in my balance. but they removed the 150 ald left me with 120 euros in my account which is the 10x of the 12 euros bonus i received. They have max 10x of thr bonus amount.

Having 120 euros withdrawable balance and since i had cleared the wager, i continued playing for hours there and i managed to reach my balance to 15079 euros.

I checked how can i withdraw and in the withdraw section i got 2 messages. One that i have to KYC and another message that i have to close my active bonus.

in the bonus section i didnt have any active bonus as i completed the wager. i asked the support about it and they said that i had to clear cookies etc, which it didnt work.

i told them that it didnt work and thet said that they will search for a solution.

after an hour i entered my account and i found that i had only 120 euro balance in my account and the funny thing is that the message is still there.

i want my funds reinstated to 15000. i dont find a reason why the casino yook my balance.

they removed the excess balance once when i finished the wager and i was left with a real withdrawable balance to continue playing.

tnx for the assistance.

Dear pascal79,

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. 

• Did you receive any notification or a message the maximum cashout of the bonus persists until you receive a withdrawal when you continued to play?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, no I did not receive any message of this kind. As I said they removed the extra balance when I completed the wager and I was left to my balance with 120. Then I continued to play with this balance.

I send you the chat transcript to your e-mail, tnx in advance.

This is the transaction history.

this casino is fraud.

 I checked the terms rules of Heats casino and compared them to del oro casinos terms. They are sister casinos, they have the same promos, almost Identically terms and it seems that the only difference is that casino Heats added an extra bonus rule just for my case. 

I provide you with screenshots.

Thank you very much, pascal79, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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 pascal79,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Heats Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Heats Casino,

Could you please provide detailed information about this case, specifically explaining the reasons the player's winnings were capped despite the fact that they had previously fulfilled the wagering requirements for the bonus?

A clear and thorough explanation will help us better understand the circumstances and address the player's concerns appropriately.

Thank you for your cooperation, and I look forward to your prompt response.

Best Regards,

Kubo

Dear Kubo,

Hope you are doing well and enjoying the weekend. One of our team members have written a response.

Kind regards,

Heats Casino

Hi, I haven't received any update from them 2 weeks now.

The support says that they are checking it, but it has been 2 weeks and no response from them yet.

Dear Heats Casino,

I am responding to the message I received from you by email. According to our Fair Gambling Codex, when a player uses a bonus to obtain winnings, fulfills the wagering requirements, and adheres to the bonus terms, any winnings transferred to the real/withdrawable balance should be treated as the player’s own funds.

In this case, the maximum cash-out for the bonus had already been applied, capping the player’s winnings to €120. This reinforces the fact that these funds were cashed out and transferred to the real balance. Therefore, the player continued to play with their own funds earned through the bonus. However, at this stage, the bonus was no longer active, and bonus conditions should no longer apply.

Leaving the player’s funds under the maximum cash-out threshold even after fulfilling the bonus requirements, and applying the same cap again, appears to be predatory and unfair to the player.

If the player had made a deposit between the bonus and non-bonus sessions, would you have been able to unequivocally determine whether the winnings were generated from the newly deposited funds or the funds earned through the bonus?

For these reasons, I must side with the player in this matter and insist on the reimbursement of their balance.

Thank you for your understanding, and I look forward to your response.

Dear Heats Casino,

Could you please share your current stance and respond publicly to my last post?

Thank you for your cooperation.

Dear Kubo,

We hope you are doing well.

We did a competitive research on the market, their bonus structure, and spoke to some of our biggest affiliates regarding many things in order to structure the casino games and bonuses. One of the affiliates we spoke to - who we know are one of the biggest "bonus affiliates" in the industry is LCB.

They told us exactly what they were looking for in certain bonuses they were promoting of ours, and what a bonus should look like. 

We followed by sending a promotional email through them, where we offered both a deposit bonus and free spins. They also recommended us to make our bonuses non sticky, which we did. We asked them: what if a player beats the wager requirement of the bonus? They said that that if this happens, then they should still only be able to withdraw what the max cashout of the bonus was. That is it. Not more, even if they make more after they complete the wager.

This is a simple bonus term used by many other casinos. This max withdrawal on every bonus we apply has been done since the beginning and we have never had any issues regarding it.

We were not aware of Casino Guru’s bonus code, but it is clear that they slightly differ. This is how our company is run and this is what our terms support. We have never had a problem with it until now considering we acted fairly in accordance to our terms of use and bonus code that we and other casinos and partners display.

Kind regards,

Heats Casino

hi all and happy new year,

@Heats representative you claim that you asked the LCB affiliates but it is weird to me that you arent listed to the LCB, I can only find your sister casino there Del Oro which i have played many times and never had any problems like this. Always my bonus wins were capped only once, and with the balance that was left i could wager it to win more.

i am member of LCB for a long time and of course noone in the commutity finds that the case of "double-capped winnings is always a shady and unfair action from the casinos. I havent got any problem about max conversion of a bonus, my problem is that you doubled capped it.

Of course in your answer above, you completely avoid to stick to the point and you only mention about max withdraw.

If you want to be called a fair casino you better give me my balance back.

"and of course noone" I mean everyone

Dear Heats Casino,

While I am not privy to the policies of LCB, I highly doubt their intention was to suggest that players should not be allowed to access their funds freely after fulfilling wagering requirements, as implied by your interpretation of "Not more, even if they make more after they complete the wager."

The situation here is not one where the player has been wagering the same bonus funds repeatedly. The bonus concluded after the wagering requirements were fulfilled, which you confirmed by applying the stated cap of 10x the bonus amount and removing the excess funds. This left the player with a balance of €120. At this point, the player has every reason to believe they are operating with real, unrestricted funds, as the bonus phase had concluded and was no longer active.

The Rule 8 of your Bonus Policy says:

"If you complete the wager of the bonus it is still bound by the same max cashout rules until after a withdrawal. For example, if a user completes the bonus with $100 and that is the maximum cashout then the user is bounded to that $100 until making a withdrawal. It is only when the user makes the withdrawal that the max cashout may be removed."

This rule is fundamentally problematic. It doesn’t make sense to force the player to withdraw funds from their casino account in order to continue playing without any caps applied. If, for instance, the player deposited an additional €120 into their account, their real balance would then total €240. If they continued playing under this circumstance, would the cap still be applied to winnings? How would you justify treating the two identical piles of €120 differently, claiming that one is capped while the other is not? Such a policy is nonsensical, inconsistent, and unfair to the player.

I recently spoke with your customer support and made every effort to get them to mention the rule stating that I would never be able to win more than the bonus cap unless I requested a withdrawal (without explicitly leading them to the correct answer). Considering how the rule is actually applied, I expected a clear explanation. Unfortunately, the agent skillfully avoided providing a direct answer, instead offering generic assurances that I could continue playing with the funds gained from the bonus.

What they failed to mention, however, is the critical fact that any money gained would be voided upon making a withdrawal request. Whether this omission was intentional or coincidental, it raises concerns about transparency. It leaves the impression that your agents are either inadequately trained or intentionally providing only partial information, which does not reflect well on the casino's commitment to clear and fair communication.

Given the circumstances, I see no fair or reasonable outcome other than refunding the full amount that was unfairly double-capped, or at the very least, reaching a suitable compromise with the player. Continuing to enforce such an unclear and inequitable policy would only damage the casino’s reputation and diminish players trust.

Thank you for your understanding, and I look forward to hearing your response.

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 All,

We appreciate the patience - we are in communication with casinoguru regarding this situation.

Kind regards,

Heats Casino

hi,

I would prefer this communication to be public since it is for my own interest.

Dear pascal79,

As mentioned in my previous email, I was informed by the Heats Casino representative that they have scheduled a Zoom meeting and invited you to discuss the issue directly. From my current information, it appears that you have accepted the invitation and will be attending this meeting. As we agreed, please keep me updated on the outcomes of the meeting.

Thank you for your continued patience and cooperation.

hi, 

we had this meeting on Friday. Unfortunately the casino wont admit their unfair terms, they are willing to stick to them. They made me an offer, they are doing me a favor as they claim, of 1500 euro which is very low, only the 10% of the balance they took from me.

of course i rejected it.

we have a new meeting on Monday but i dont think they will go much higher than that.

Dear pascal79,

I hope you're doing well. I wanted to check in to see if there are any updates on the case. Did the meeting take place yesterday? If so, could you share the outcome?

Looking forward to your update.

hi Kubo,

Yes we had the second meeting yesterday and the casino gave me their final offer of 2000 euro, plus vip status and some other bonuses.

I have to turn down this offer since it is very low in comparison to the 15000 that they took from my account without any reason.

They continue to claim that they are doing me a favor with this compensation, instead of admitting their unfair treatment of my balance in order to reinstate it full.

Dear pascal79,

I hope you're doing well. I wanted to check in and see if there have been any updates regarding your case. Have you had any further communication with the casino representative following their "final offer"?

Looking forward to your response.

Hi Kubo,

There are no updates, communication has stopped.

They claimed that they would communicate with you.

Dear pascal79,

I apologize for the delay in my response. I've sent you the email and look forward to your reply.

Thank you.

Hi Kubo, we have reached an agreement, but I want to keep the complaint open until I get back the balance.

Kubo you can close the complaint as resolved, tnx for the help and your time.

Dear pascal79,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo