Dear AskGamblers Team,
I am requesting your support once again regarding Heats Casino. About a month ago, I decided to give them a second chance, and unfortunately, it appears that was a mistake — they have blocked my account and frozen my funds once again. To make matters worse, they have not responded to any of my inquiries since.
On April 27, I made a deposit of €1,000, taking advantage of their 150% deposit bonus offer. At Heats Casino, there are two separate wallets for player funds: one for real money and one for bonus funds. Players begin wagering with their real money first and can only use the bonus funds once their real balance is depleted.
I received €1,500 in bonus funds and started playing, primarily on Plinko. I got lucky, and by the time I completed the bonus wagering requirements, my real money balance exceeded €1,500. At that point, the €1,500 bonus was converted to €1,000 in real funds, as that was the maximum bonus cashout amount. I continued playing briefly and stopped once my balance reached exactly €2,500. I then submitted a €1,000 withdrawal request — the daily maximum, despite the AskGamblers casino review stating a €10,000 limit — and received the funds instantly.
However, the following day, April 28, I discovered my account had been blocked. When attempting to log in, I received an error message instructing me to contact support for more information. I reached out to live support, who told me to send an email instead.
As requested, I sent them an email on April 28. Over three weeks have passed since, and I have yet to receive any response.
Oddly, on April 29, I received a reply in a previous live support thread — not regarding the issue, but to invite me to Heats Casino’s “Special VIP group.” This message came from Daniel, who introduced himself as my VIP manager. I responded and asked Daniel for assistance, but received no reply.
On April 30, I sent a follow-up email — again, with no response.
Later that same day, I contacted live support and asked how long I should expect to wait for a reply. I was told I would be contacted "soon."
After receiving no further communication, I sent a second follow-up email on May 7, which was also ignored.
Finally, on May 10, I contacted live support once more. They simply repeated that I would receive a reply "soon."
It has now been more than three weeks, and at this point, it seems clear that they do not intend to respond. My account remains blocked, and my €1,500 real balance is still being withheld without any justification.
The last time I had an issue with Heats Casino — nearly six months ago — they at least provided a reason for blocking my funds. It was an unfounded reason, of course, and thanks to AskGamblers’ mediation, the case was reevaluated and the funds were returned. Unfortunately, it seems the situation has only worsened since then: now they don’t even offer a reason. They simply block the account, freeze the funds, and ignore the player entirely.
I respectfully request your assistance once again in contacting the casino. I am asking them to provide a proper justification for blocking my account and freezing my funds. If they cannot do so, as I have not violated any of their terms, I request that my account be reinstated and my funds made available for withdrawal.
Thank you for your help.
Sincerely,
Manfred
