Complaint #32 Heats Casino

Unverified my ID and Selfie after 6 months and now not verifying new documents

By sophiehopes

3 weeks ago

This is an odd one. I signed up at Heats about 6 months ago; my ID and selfie were verified. See attached deposits and withdrawals (Withdrawals are blocked until you verify).

Did the casino unverify the pictures? Said they were bad quality (I have included the new pics uploaded and old ones here; you can see they are not bad quality and taken in HD).

Have been seeing reviews about this popping up on Trustpilot and then taking ages for new docs to be verified or accounts closed with no explanation?

I have €600 in my account, which I would like to withdraw some and play with the rest, but so far my pics have been verifying for 7 days?

Some help would be very much appreciated.

Disputed Casino Heats Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

3 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.

Heats Casino

• Representative

3 weeks ago

Hello all,

The player breached Section 3.3 and Section 16.10.2.11 of our Terms and Conditions.

Section 3.3 prohibits registering or using more than one account and expressly allows account closure, voiding of withdrawal requests, and forfeiture of bonuses, returns, or winnings associated with duplicate-account activity.

Section 16.10.2.11 expressly prohibits bonus abuse of any kind and provides for immediate account closure and the withdrawal of both deposited and bonus funds.

The player's conduct falls within the scope of both provisions. Therefore, the account action and the applicable balance consequences were applied strictly in accordance with our Terms and Conditions.

The supporting evidence has already been provided to AskGamblers through the appropriate channel.

Kind regards,

Inactive user

3 weeks ago

Askgamblers set images to private so only I can see them. As they have done with all my documents which have been uploaded. So this is just you attempting obfuscation and you can say anything and make up any ‘evidence’ without all parties seeing it.

I have had my account over a year, you have unverified my documents and I am unable to withdraw my balance. I demand an explanation!

Heats Casino

• Representative

3 weeks ago

Dear AskGamblers Team,

We have provided AskGamblers with a full and detailed explanation of this case by email, including the relevant Compliance findings and supporting information regarding this case.

For privacy and security reasons, we will not disclose sensitive account, technical, or payment information publicly.

We remain fully available to AskGamblers and are prepared to provide any further evidence or clarification required through the appropriate channel.

Kind regards,

Heats Casino Complaint Stats

Resolved 13 / 13

Avg. Amount $1,616

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Heats Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 7 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Heats Casino Complaints

See all complaints for this casino

My account has been pending validation for 5 days

Hello,

My account has been pending validation for 5 days. I deposited €1000, and my balance has increased to €5000.

My ID card has been successfully validated; all that's left is the selfie.

They already asked me to resend the selfie because I wasn't holding my ID card in the photo (It would be more honest to specify this directly on the website).

So I sent back the new selfie, and despite waiting another 48 hours (the maximum waiting time indicated on their website).

Despite several discussions via chat or email, I always get the same answer that can be found on all forums or specialized websites: "you have to wait".

Given the large number of similar cases, I don't want to waste any more time unnecessarily, and I'm asking for your help to resolve this problem.

For your information, I've never had a problem with their other casino, Deloro.

I will continue playing at Heats Casino if the problem is resolved quickly. But with this kind of method, trust disappears rapidly.

I currently have €4820 in this casino, and I would like to finally be able to withdraw some of it.

I have all the screenshots, videos, and transaction numbers that could help resolve this issue.

Thank you

Resolved

€6,135

Heats Account not verified after 5 days and would like to withdraw

Hello,

I signed up for Heats Casino through your affiliate link at Askgamblers.

I have made 3 deposits. I am trying to withdraw 50 euros. 5 days ago, I uploaded my KYC. They have not been looked at.

When I contact chat, they tell me they will alert the team and nothing changes. I have looked on this site and trustpilot and unfortunately this looks like a common theme with the site. I wish this had been represented in your review.

Please could you help mediate, as I'd prefer to be verified and be able to withdraw.

< first name removed >

Resolved

€50

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

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.

Resolved

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