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

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

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 >

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

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

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

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

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.