Heats casino took my winnings

[stars_cream]

hi all, its been a long time but i wanted to ask your opinion about my problem with this casino.

i deposited to Heats casino, on Saturday 07/12 using the 60% reload they have. Once i cleared the wager i had around 270 euros in my balance. but they removed the 150 and left me with 120 euros in my account which is the 10x of the 12 euros bonus i received. They have max 10x of the bonus amount.

Having 120 euros withdrawable balance and since i had cleared the wager, i continued playing for hours there and i managed to reach my balance to 15079 euros.

I checked how can i withdraw and in the withdraw section i got 2 messages. One that i have to KYC and another message that i have to close my active bonus.

in the bonus section i didnt have any active bonus as i completed the wager. i asked the support about it and they said that i had to clear cookies etc, which it didnt work.

i told them that it didnt work and thet said that they will search for a solution.

after an hour i entered my account and i found that i had only 120 euro balance in my account and the funny thing is that the message is still there.

Since they removed the balance from the start, when i finished my wager and i continued playing with the balance they left me i should be able to withdraw the whole sum.

but wait things are even shadier...

 

 I checked the terms rules of Heats casino and compared them to del oro casinos terms. They are sister casinos, they have the same promos, almost Identically terms and it seems that the only difference is that casino Heats added an extra bonus rule just for my case. 

I bet that the rule number 8 of their terms wasnt there a week ago. typical shady casino, changing terms when it fits them.

i cant provide you with screenshots i get an error code 200 for some reason.

So fellow gamblers what is your opinion about my problem here.

[Fiekie247]

Max cashout still applies no matter what. If your balance was reduced to 120 euro as that is the max win, you should withdraw and re-deposit.

If you decide to play with your 120 euro balance and win 5k, the max cashout still applies. 

So when it comes to Max cashout, and you done wagering, withdraw and make a clean deposit, as that max cashout policy still applies untill you cashout the max amount.

At least this is how I understood it.

[stars_cream]

but they removed the extra balance  when i completed the wager.

if they had not removed it and i had reached 15000, i would justify it.

i cleared the wager, they removed the extra blance once, so i can play with my withdrawable balance as i like. why continue to risk the 120 if i cant win anymore? i better play demo then!!!!

in order for them to be ok, they shouldnt interfere with my balance until i had asked for an withdraw.

that is my opinion.

also how about the almost identical terms ?

[Fiekie247]

Hence I am saying. Even though the balance was adjusted, the max cashout still applies and it is not adviseable to continie winning. A live chat agent once told to me to rather withdraw and make new deposit so the rules on the funds can be changed.

 This is just IMHO and understanding and not factual.

[Afi4wins]

@stars_cream At some casinos, upon clearing the wagering amount, all extra winnings amount are automatically removed by the system, leaving behind only the max allowed withdrawal amount.

At most casinos, if not at all casinos, the winnings must be withdrawn out first before any higher withdrawal amounts (from new deposits) can be allowed.

[Blackjax]

I am actually more intrigued about what did he play to go from €120 to €15000.

[stars_cream]

5 minutes ago, Afi4wins said:

@stars_cream At some casinos, upon clearing the wagering amount, all extra winnings amount are automatically removed by the system, leaving behind only the max allowed withdrawal amount.

At most casinos, if not at all casinos, the winnings must be withdrawn out first before any higher withdrawal amounts (from new deposits) can be allowed.

this is the first casino i encounter this. Most casinos remove the extra balance once you ask for an withdraw. Also i didnt not get any message that if i continue to play, they will remove the balance again. there is no reason to contnue to play then...

[stars_cream]

10 minutes ago, Blackjax said:

I am actually more intrigued about what did he play to go from €120 to €15000.

unfortunately it doesnt seem to be a success story. 

[Afi4wins]

1 minute ago, stars_cream said:

this is the first casino i encounter this. Most casinos remove the extra balance once you ask for an withdraw. Also i didnt not get any message that if i continue to play, they will remove the balance again. there is no reason to contnue to play then...

@stars_cream Yes, that is usually the case with almost all casinos - they don't tell you that you cannot withdraw more than the allowed amount, but some casinos do have this specific clause in their T&C.

[stars_cream]

3 minutes ago, Afi4wins said:

@stars_cream Yes, that is usually the case with almost all casinos - they don't tell you that you cannot withdraw more than the allowed amount, but some casinos do have this specific clause in their T&C.

and some casinos seem to add them later.