Complaint #28 Heats Casino

My account blocked with 717 euro in it and no responses to email

By Ami H.

3 weeks ago

Am submitting this with all evidence available to me. Obviously if the casino is not engaging I cannot manufacture evidence. So let's keep that in mind.

My account is verified. Done multiple deposits and withdrawals.

Got a 200% bonus email from heats promoting an askgamblers promotion. I took this and bust. I made some money on subsequent deposits. The next day I logged in to play/withdraw and the account was blocked. Have emailed with no responses and each time I go on chat they tell me to email. Which each time I do and get no response. So Im currently in a cycle here where I am knocking on a door with no one answering and 717 euros in the account.

I need askgamblers to help mediate the situation. As the casino is not engaging.

I have attached all the evidence.

Disputed Casino Heats Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Heats Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Inactive user

2 weeks ago

None of these apply to me.

My account was verified a few months ago. I have had multiple deposits and withdrawals no issue.

I am the only person at my address who has an account (My son is 10 and doubt he gambles).

And my PC is only used by myself.

I can prove any of the above & am happy to do a video call.

I also have €717 euros still in the account that need to be returned to my skrill.

It's curious no evidence of these claims has been provided. I do note however that the social media group that promoted the AG200 (askgamblers offer) have had users commenting saying you have done the exact same to their accounts over the past few weeks.

What seems to have happened is you have decided to close accounts of people that decided to take the askgamblers promotion that your agent CHLOE also emailed me personally.

I hope askgamblers interjects here.

Heats Casino

• Representative

2 weeks ago

Dear AskGamblers Team,

Following a full internal compliance review, we confirm that the player’s account was closed due to a violation of our Terms of Use.

The decision was taken in accordance with the following sections of our Terms:

Sections 3.1–3.3 – Strict prohibition of multiple accounts, including the use or creation of more than one account per individual, household, IP address, or device.
Section 2.3.2 – Our right to close accounts that are found to be related through shared identifiers such as personal details, device, address, or payment methods.
Sections 9.2 and 9.3 – Rules relating to fraudulent activity, including attempts to bypass account restrictions or internal controls.

As a result of these findings, the account has been permanently closed in line with our Terms of Use and internal compliance procedures.

Inactive user

2 weeks ago

I have received no emails apart from more promotion emails.

I have had no explanation as to why I received an exclusive Ask Gamblers (as did others online) offer only for my account to then be blocked.

I cannot get into my account still and have 717 euros locked init.

Heats Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $1,398

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Heats Casino Complaints

See all complaints for this casino

Account is not verified

Hello, I would like to withdraw my funds. 474 euros. I have uploaded all the necessary documents to verify the account. No response. In the terms and conditions they have a maximum time of 48 hours. It has been more than 6 days. I tried to solve everything using the online chat. The answer was that they do not have the information. Then I contacted the support via email. No response. I think this is a scam casino. As I can see, the casino has several complaints here.

This has no solution. I send a document -> I wait 7 days for verification. Then they want another document -> I wait a few more days

Resolved

€474

account still not verified after 12 days having signed up

Resubmitting on advice of askgamblers support as incorrectly declined previously.

Heats casino have not verified my account for 12 days and counting. Chat keep saying they will chase the team but I do not get anywhere. I have even answered additional questions via the KYC team and been ignored for last 4 days.

Chloe from support also claimed the casino was not related to Del Oro (Even though Askgamblers stated they were same company). This has concerned me as tbh I only signed up as I had good experience at Del Oro.

I need help as Askgamblers advertised this site to me and I am having great issue being able to use the account correctly and even withdraw?

I would appreciate the site mediating here. There is no 'investigation' going on according to support, just very slow KYC & they keep saying they are chasing.

Thank you

Resolved

Heats Casino does not bother to verify my account

As the title states, Heats Casino does not bother to verify my account.

Its been almost 15 days since I've been trying to get my account verified.

I have sent all the documents requested, talked many times with the support on live chat, but every time I'm told that the security department does not work on weekends and that my request was forwarded to the security department.

The whole situation is very frustrating, especially because they claim that the account will be verified in 48 hours.

However, I am sure that this operator is reliable and that the situation will be resolved soon.

Thank you

Resolved

€995

Unjustified account block and withheld funds again

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

Resolved

€1,500

Heats Casino - Withdrawal fees increased to fifty percent after big wins

Dear AskGamblers team,

I’m submitting this complaint due to what I believe to be unethical and potentially manipulative behavior by this online casino regarding withdrawal fees, particularly tied to my recent success in winning larger amounts.

When I first started playing, everything seemed to be in order. Withdrawals were processed with a 1.5% fee, which I found acceptable. However, once I began winning more and attempted to withdraw, the situation drastically changed. The withdrawal fees were suddenly and inexplicably increased, and I ended up paying more than €4,000 in fees alone (between 3 March and 11 March 2025) , using USDT-TRC20.

Let me emphasize: USDT on the TRC20 network typically has negligible transaction fees, often less than a dollar per transaction. Charging nearly 50% of my withdrawal amount in “fees” is not just disproportionate—it’s completely unjustifiable.

This abrupt increase in fees appears to have started only when I began withdrawing larger amounts, which raises serious concerns. It strongly gives the impression that the casino is penalizing me for winning, a practice that is both unethical and illegal.

When I contacted customer support, they simply stated that "nothing can be done," without providing any explanation or detailed breakdown of these outrageous charges. This lack of transparency and accountability is unacceptable.

What’s even more alarming—and the reason I’m filing this complaint now—is that I realized how easily things could have been worse. If I hadn’t acted quickly to withdraw the remaining balance, they could have frozen or closed my account entirely, leaving me with a total loss of €8,500. That thought alone is frightening, and it’s what prompted me to immediately document and report what happened.

I have now withdrawn all my funds and will not be returning to this platform. However, I am requesting a full reimbursement of the €4,000+ that was unjustifiably taken in so-called withdrawal fees. This is not a request for a bonus or goodwill payment—this is about recovering my own money that was taken under conditions I was never made aware of.

I urge AskGamblers to look into this case, obtain a detailed fee explanation from the casino, and mediate a fair and honest resolution. No casino should punish players for winning. This behavior not only damages player trust but also reflects poorly on the industry as a whole.

Thank you for your support and assistance.

Resolved

€4,000

Account closed after rejecting verification without explanation 5 times

I have the same problem as VANKOZ8. Verifying account keeps on being delayed. I use the same documents as I always did on many online casinos but Heats is the only one that rejected them.

And instead of a system that accepts or rejects ( with a clear explanation why) the documents immediately , at Heats you have to wait 48 hours to see if they are accepted.

My documents have been rejected for five times now without explanation why....

If verification had been correct, I could have withdrawn my winnings about two weeks ago; that's when this started.

Today I noticed that my account has been blocked!!??

For an explanation I have to contact SUPPORT while they never bother to answer my questions about rejected verification over and over again...

I can't send a document now because account is blocked but the document would only show a rejected verification without proof of how many times it was rejected.

Help me please!

Greetings

Resolved

Not verifying my profile

Hello.

I registered in heatscasino 10 days ago. I won some amount of money and I sent documents for verification.

The support was nice at the beginning and told me that they will escalate the documents to the relevant team for faster review and then it begins.

aon the verification page it says that the verification couls take up to 48 hours, so I waited. After 72 hours with no update I contacted the support to ask what's going on. They replied me that there is high volume of verifications and I will get update. So I waited 24 more hours - still without update. The answer was the same as the previous one.

So basically I attached the documents not this Friday but previous one (14.03.2025). I contacted again on Thursday (20.03.2025) to ask what's happening and why they don't verify my profile - guess what - same answer as the 1st one. So on 21.03 I received an update that my ID is verified but my selfie is rejected and I needed to re-upload the right one. So today we are 26.03.2025 and my profile is still not verified and I cannot request a withdrawal. I contacted again of course and I'm getting the same answers over and over again.

I had never so bad experience in any other casino.Basically of you win some significant amount of money, this casino will delay you as much as it can, so most probably you can lose the won amount of money.

I'm asking here vouls you please help me, since I registered to this casino through askgamblers.com... I can provide you with the chat conversations if needed.

Resolved

€5,000

Account blocked without explaining

Have registered an account on heatscasino.com on 27.02.2025, made first deposit and after couple of days withdrawn funds, because I couldn't find slots that I looked for. Then on 06.03.2025 I made another deposit of 1000€ and started playing. I won approximately 200€ and after that they blocked my account. I have uploaded all documents that they requested, but my account still remains blocked. Now my account balance is approximately 1200€, but they don't let me login. Their live chat doesn't help in such matters, they advise me to contact email support, but email support keeps ignoring me for 10 days.

Resolved

CasinoUnjust Account Closure and Confiscation of Funds

Dear AskGamblers Team,

I am reaching out for your assistance regarding an issue I am facing with Heats Casino.

On November 27, I registered on Heats Casino and deposited €500 using their 100% deposit bonus.

I lost my real money balance, but I successfully wagered the bonus. As a result, €500 from the bonus balance was transferred to my real money balance. On November 29, I attempted to withdraw this amount, but I encountered an outrageous 99% withdrawal fee on all of the withdrawal options. I immediately contacted live support, and they informed me that the issue had been escalated to the relevant team. Shortly after this interaction, my entire balance disappeared from my account.

Later, I received an update stating that my account had been reviewed, and I was accused of abusing the casino's bonus system. Moments after this, the live chat window disappeared, and my account balance was marked as "undefined." When I logged out and tried to log back in, I found that my account had been blocked.

That same day, I wrote an email to the casino denying the allegations, as I had strictly adhered to the rules outlined in their Terms of Use. I also requested the immediate release of my funds.

In their response, the casino repeated their bonus abuse accusation, implying (but not clearly stating) that I had "delayed the use of my real funds and played with bonus funds." I categorically deny this accusation, as I lost my real balance completely before the bonus balance came into play.

I found their response highly unsatisfactory, as it failed to address my primary concerns:
1. The exorbitant 99% withdrawal fee.
2. The confiscation of my balance and the subsequent blocking of my account.
3. The lack of proper notification or evidence supporting their claims.

In my reply, I requested a detailed explanation of the withdrawal fee, clarification of the specific rules they claim I violated, and evidence to support their accusations. However, I received no reply.

On December 1, I sent a follow-up email reiterating my request for proper justification, but I still have not received a response.

I have attached the following supporting documents to this complaint:
1. Screenshot of the deposit bonus terms.
2. Screenshot of the 99% withdrawal fee.
3. Screenshots of the beginning of my chat with live support (unfortunately, the chatbox disappeared mid-conversation, so I couldn’t save the full discussion).
4. Copies of all email correspondence with the casino.

I kindly request your help in clearing the unfounded accusations, obtaining a proper explanation of the 99% withdrawal fee, and recovering the €500 that was unfairly confiscated from my account.

Thank you in advance for your time and support.

Best regards,
Manfred

Resolved

€500