Heats Casino - Das Guthaben des Spielers ist von seinem Konto verschwunden.

Well I don't even know where to start this casino besides having a very suspicious rtp is making me very uncomfortable with a situation that happened on 10-11-2025 in which I make a deposit of 175€ I am in the middle of a game and my balance drops to 6 cents for no reason I immediately contact the support they tell me that it has already been reported by other players and that they are solving it as soon as possible however 24 hours have passed in addition to the chat always saying the same thing my money is gone I mean I did not use bonuses the money is simply mine it is not the casino's and in short the loser is me now heats casino how is it possible for a casino that manages thousands of euros from users from all over the world to let this happen ? Safe our money is with you obviously not I have already sent the regulators emails to make a periodic inspection of your casino in your rtp and your license because this is unacceptable MY MONEY SIMPLY DISAPPEAR it is worth remembering that I have videos of my slot game session in addition to presenting an rtp far below what they report the slot simply stopped in the middle of the game for a long time I have prints of the supposed disappearance of my money that is given as a withdrawal that I did not make

Bem nem sem por onde começar este casino além de ter um rtp muito suspeito me está a deixar muito desconfortável com uma situação que se passou no dia 10-11-2025 que no qual faço um depósito de 175€ estou no meio de um jogo e o meu saldo cai para 6 cêntimos sem razão nenhuma contacto imifiatamente o suporte eles me dizem que já foi reportado por outros jogadores e que estão a resolver o mais breve possível no entanto já se passou 24 horas além do chat se limitar a dizer sempre o mesmo assunto o meu dinheiro sumiu quer dizer não usei bónus o dinheiro é simplesmente meu não é do casino e resumindo o prejudicado sou eu agora heats casino como é possível um casino que gere milhares de euros de utilizadores de toda a parte do mundo deixar isto acontecer ? Seguro o nosso dinheiro estar convosco obviamente não já enviei as entidades reguladoras emails para que façam uma inspeção periódica no vosso casino no vosso rtp e na vossa licença porque isto é inadmissível o MEU DINHEIRO SIMPLESMENTE SUMIR vale lembrar que tenho vídeos da minha sessão de jogo da slot além de apresentar um rtp muito abaixo do que informam a slot simplesmente parada a meio do jogo durante um bom tempo tenho prints do suposto desaparecimento do meu dinheiro que está dado como um levantamento que eu não fiz

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino customer support regarding the sudden drop in your balance? My email address is veronika.f@casino.guru.
• Do you have any evidence, such as screenshots or videos, showing the sudden change in your balance?
• Do you have any records from your gaming history showing this sudden drop?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Veronika has already sent it to your email address

Veronika já lhe enviem para seu email

The casino gave me my money back today, apart from being an oversight on their part, I spent 3 days without my own money, and apart from being extremely incompetent, they only gave me the money back, no apology, no bonus, nothing. I really don't recommend playing at this casino, as your money isn't safe in their hands, and they have withdrawal fees, and I lost money. I certainly won't be coming back here, I'll give this case as solved, as they gave back what was rightfully mine.

O casino me devolveu o dinheiro hoje além de ser um lapso deles fiquem 3 dias sem o meu próprio dinheiro que no qual eles além de serem extremamente incompetentes limitaram-se a devolver só o valor nem um pedido de desculpas nem um bónus nada sinceramente não recomendo jogarem neste casino pois o dinheiro não está seguro na mão deles além de terem taxas de levantamento ainda fiquei a perder dinheiro certamente não voltarei aqui dou este caso como resolvido como devolveram o que já era meu por direito

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bombamen5,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika