Heats Casino - 해당 플레이어의 계정은 불만 접수 후 폐쇄되었습니다.

Hello,

I have had problems gambling in the past and then recently my sister passed away suddenly, my mental state hasn’t been good and I have been gambling again. I joined heats casino and kept depositing. So I asked them to close the account because of this and lots of emails to support was ignored and even when going on chat i was told they had been busy but the account was still left open after me even telling them I was going to their licensing authority. I had enough as I was able to continue depositing and submitted a complaint with their licensing authority. They sent me an email and asked heats to reply and so on. They replied blaming me with no care about my situation. I emailed back through the thread as instructed and said to them that they had ignored me until I reported them. They only closed the account that day after me contacting the licensing authority. Yet now I have had no replies again from heats casino or the Anjouan licensing authority and when you check on the heats casino site they are stating they are not licensed with them anymore so I didn’t know what to do.

Dear Cheylan82,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

When exactly was your casino account closed?

Thank you very much in advance.

Best regards,

Dominika

Hi I understand all this but I clearly explained I didn’t want to deposit and about my mental state. I will send screen shots of the last correspondence. Which they still ignored until the licensing authority got involved and they emailed me the same day.

Hi, there license seems to be valid again yet nothing has happened with my complaint so I will contact them again.

Dear Cheylan82, I have not received any emails from you.

Hi I will send them again, not sure what happened.

thanks.

Dear Cheylan82, has your casino account been closed?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

I don’t understand I have sent you emails of the correspondence asking them to self exclude me. yes now my account is closed but they took over a month to close it and only when I contacted their licensing authority did they do it, after me losing lots more money depositing. I clearly state in all my emails and the tickets that I have problems gambling and about my mental state recently with what happened in my personal life so no matter what they should close the account. So I’m not sure why you are explaining to me how to self exclude.

Dear Cheylan82,

Thank you for your patience and for sharing the details of your experience. I truly sympathize with the difficulties you’ve been facing, both emotionally and mentally, and I understand how frustrating this situation has been.

However, as mentioned previously, it is essential that when making a self-exclusion request, you explicitly state your gambling problem in the request. Unfortunately, in the emails and requests you submitted to the casino, this was not clearly mentioned as the reason for your account closure. While I understand that your personal situation has been challenging, the self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I recommend following the instructions that have already been provided to you when requesting an account closure in the future.

Since your account is now closed, we no longer have the means to assist further with this matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Dominika