Heats Casino - Die Einzahlung des Spielers wurde nicht gutgeschrieben.

The deposit was never credited to the player's account, even though it was immediately debited. Contacting the live chat is impossible as it keeps locking the chat without responding!

Einzahlung wurde nie dem Spielerkonto gutgeschrieben obwohl sofort abgebucht wurde. Ein Kontakt mit dem Live Chat ist nicht möglich da dieser immer wieder den Chat ohne Antwort sperrt !

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear JAMI7414,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards

Petra

Hello all,

Could you please provide more details regarding the deposit you are referring to? After carefully reviewing the account, we were only able to identify a €15 transaction around the date of this complaint, which was automatically cancelled as the deposit process was not completed (abandoned by the player)

At this time, we do not see any successful deposit matching the description mentioned.

We kindly ask you to share any additional details you may have (such as transaction ID, exact amount, date, or payment method), so we can investigate this matter further.

We look forward to your cooperation.

Dear JAMI7414,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru