REŠENO: Heats Casino - duplo uvećani dobici, nepošteni kazino

Stay away from this brand. Their sister casino Heats are scamming me and they removed 15000 balance from my account. They double capped my balance after finishing the wager requirements of a deposit bonus that i got, and removed 15000 balance, although they had already capped my wins when i finished the wager requirements.

they also made a last minute change to their rules to fit in my situation. Although both casinos have same terms and the only thing that changes is their name, they added a single term which fits in my situation. very shady.

of course i find that double capping winnings is a unfair practice to the players.

Hi all and happy new year

I hope this is the correct section to post this thread, i want to ask your opinion about a problem i have with Heats casino.

Almost a month ago i deposited there and got a bonus of 12 euros which had a 10x conversion. 

When i finished the wagering requirements I had 270 euros but because i had used the bonus money, they capped it, they removed the extra balance and left me with 120 euros real money, withdrawable.

I continued to play with this balance for many hours and through a lot of sessions, and managed to reach my balance to 15000 euros. I tried to withdraw, i had to pass the KYC, which i did, but then i saw that they had capped again my balance and left me again with 120 euros. They had removed €14,959.

Is this a common practice from casinos which have max wins from bonuses? I have played to many casinos and this is the first time i was treated like that. From my experience after I finish wager and the balance is capped, I am free to use the rest of the balance as i want. 

What are your thoughts? Am i entitled to ask for a full refund since i believe they treated my unfair.

Do you generally believe that this is a fair term to the player.

Dear pascal79,

Thank you for bringing this matter to our attention. If you would like us to contact the casino rep regarding this, please send us your casino username via private message.

Thank you.

Dear pascal79,

We've contacted the casino rep and inquired further about this matter. Please keep an eye on this thread for updates.

Thank you.

Thank you for your help. 

Dear pascal79,

We haven't heard back from the casino rep so we've sent them a reminder. Please note that the casino reps are currently at the iGB conference, and there may be a delay in receiving a response from them. We kindly ask for your patience.

Thank you for your understanding.

Hello pascal79,

We are still waiting for an update from the casino regarding your case.

Keep you posted on this thread.

Thank you for your understanding.

Dear pascal79,

We haven't heard back from the casino rep so we've sent them a reminder. Have you heard back from them in the meantime?

Thank you for your patience.

Dear pascal79,

Here's the explanation we have received from the casino rep:

The 15k was removed because it came from his bonus - not from a deposit. A max win from a bonus is before or after the wager is beaten until the balance hits 0 and he makes another deposit. Then this rule resets.

Since it's been more than 48 hours and we haven't heard back from the member, yet we have the response from the casino, we will mark this case as resolved.

hi, yeah i know the explanation they give, as you can read above from my post, they removed once the excess balance, left me with the capped balance which was real, withdrawble balance,

I continued to play with my real balance, i made it 15000 and then they removed it again.

I have to add that they are sister casino to del oro. Both casinos have same bonuses, same terms and conditions with only one difference which suits my problem, Isnt that suspicious?

also I waited 21 days from the rep to give an answer, and now that i didnt reply for 48 hours you close the complaint?

Dear pascal79,

Sorry for the inconvenience and thank you for getting back to us! We will check with the casino representative to see if they have anything else to add regarding your case.

Could you please confirm: you continued to play with the withdrawable balance, and you didn't make a deposit in between?

Thanks for your cooperation.

i continued to play with my cash balance and i did not withdraw. if i had deposited, when i had this balance would the casino be able to determine if my winnings were generated from the newly deposited funds or the funds earned through the bonus?

if i cant win more why i was able to conyinue playing? just to lose my balance? there are measures that a casino can take in orfer to prevent these kind of situations otherwise is an unfair casino.

Also they have stated that LCB affiliates had proposed them this kind of terms and that you find these terms fair to the players. is this true? 

Dear pascal79,

Regarding your first question, casinos usually have tracking systems to distinguish between deposited funds and winnings from a bonus, but the exact rules depend on their terms and conditions. We have contacted the casino representative again and referred them to your latest post to see if they have anything further to say about your case.

As for your last point, LCB does not propose or set terms for any casino. Our role is to provide a platform for player experiences and act as mediators, but we do not influence casino policies or terms in any way.

Thank you.

About my last point if you want i can attach a link if i am allowed to show you were they make such claims.

Dear pascal79,

If you have screenshots of such correspondence, please send them via private message.

Thank you.

Ok I will send you

Dear pascal79,

Thank you for sharing the additional details. There was probably just a misunderstanding about what the casino rep meant.

Once again, we reiterate that LCB does not propose or set terms for any casino. Our role is to provide a platform for player experiences and act as mediators, but we do not influence casino policies or terms in any way. Additionally, Heats Casino is not listed on our website.

Could you please confirm whether you are in contact with the casino regarding your case and provide an update on the progress?

Thank you.

Yes I am in contact with the casino. They insist in a form of compensation, but their offer is very low to the 15000 they grabbed from my account. There is a  positive for me decision from guru, in which they say that I am entitled a full compensation, but the casino does not recognize their unfair treatment against me. They offered me 2000 which is very low. 

About their claim, I too didn't believe it and as you can see in the link I sent you. 

Also I don't believe it was a misunderstanding, it was done in purpose to justify their unfair terms and treatment of my balance. 

Dear pascal79,

Could you please update us on the progress?

Thank you.

Hi,

The negotiations and the communication has stopped with the casino after I refused their offer of 2000.

Dear pascal79,

We have not received any further responses from the casino rep, aside from the previous ones, despite our repeated requests for further clarification and updates.

Please let us know if you still require assistance with this case so that we can proceed accordingly.

Thank you.

hi there, i am still in talks with them and negotations.

We have received information from the casino rep that an agreement has been reached between the casino and the player, and the case has been resolved.