Heats Casino - 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