How To Reach Heats Casino Support
Heats Casino provides 24/7 customer service via live chat and a ticket system. The live chat channel is the fastest and is recommended for all time-sensitive or account-related issues.
Support Channels Overview
Players can choose between instant chat for quick resolutions or ticket-based support for detailed cases. The ticket system is preferred for formal communication and documentation, while live chat is ideal for routine questions or verification help.
Live Chat
Accessible directly from the casino’s website, live chat connects players to an agent within minutes. This channel is best suited for:
- Verification or KYC questions
- Bonus and payment clarifications
- Account recovery or password resets
- Deposit and withdrawal issues
Tip: Keep your email and username ready when starting a chat — it speeds up verification and helps agents locate your account faster.
Ticket System
When your request isn’t urgent or involves supporting documents, use the ticket system instead.
- Response time: Typically 24–72 hours, depending on queue volume.
- Best for: AML and compliance cases, account verification, or technical reports requiring attachments.
Email Support
Two verified contact emails:
| Department | Email Address | Purpose |
|---|---|---|
| General Support | [email protected] | Routine inquiries, payment issues, general assistance |
| AML / KYC & Complaints | [email protected] | Formal complaints, verification, AML or compliance concerns |
Complaint Handling
Formal complaints should first be sent to [email protected] .
If your issue is not resolved within a reasonable timeframe, escalate the case to [email protected] — this address is monitored by the AML and compliance department.
For all correspondence, include your account ID, email, and a clear summary of the issue to avoid delays in resolution.
Support Availability
Live chat operates 24/7, including weekends and holidays. Ticket responses can take longer, depending on queue volume and the complexity of the case.
Languages Supported
Heats Casino provides multilingual assistance. Confirmed languages include English, German, French, Spanish, Russian, Portuguese, and Turkish. For other languages, some agents may use automated translation to assist where possible.
Mobile Support Access
Players on smartphones can reach the same support tools as desktop users. The live chat window adapts to smaller screens for easier typing and file upload.
Contacting Support On Mobile
Open the site in your mobile browser and tap the chat icon at the bottom of the page, or select Contact from the main menu to start a conversation with an agent.
Submitting Documents
You can upload verification files or payment proof directly through mobile chat or the ticket form. All uploads are encrypted and handled under the same AML/KYC procedures.
When To Contact Support
Contact support whenever an issue affects deposits, withdrawals, verification, or gameplay. Live chat is best for urgent fixes; tickets work for documented cases.
Registration Or Login Issues
If your verification email or SMS doesn’t arrive, an agent can resend it manually and confirm your account status. Keep your registered email and username ready.
Payment Questions
For missing deposits or delayed withdrawals, start with live chat so an agent can check payment logs in real time. Use tickets when you need to attach bank confirmations or receipts.
Bonus Clarifications
Before depositing, ask live chat to confirm bonus activation, wagering progress, any max bet rule, and cashout limits. This prevents blocks or reversals later.
Technical Support
If pages load incorrectly or a game freezes, support may guide you to clear cache, disable extensions, or switch browsers (Chrome, Safari, Edge). Share a brief description of the device and browser version to speed up troubleshooting.
Data Security And Privacy
Support communications follow the same AML and GDPR standards as other casino processes. Messages and uploads are encrypted and handled by trained staff.
How Data Is Stored
All correspondence is logged securely and retained for ten years under AML record-keeping rules. Access is restricted and audited.
Staff Training
Support agents receive ongoing AML and responsible gaming training. The AML team routinely reviews procedures and updates guidance.
Responsible Communication
Players should keep communication clear and respectful. Abusive behaviour may result in account restrictions under site policies.
Responsible Gambling Queries
Support can help set deposit limits, arrange cooling-off periods, or apply self-exclusion. Ask an agent for the best available option.
Escalation Process
If your case isn’t resolved within 72 hours, you can request an escalation to a manager. Complex AML/KYC reviews may take longer due to verification steps and document checks.
What to include when escalating:
- Ticket or chat reference ID and account email
- Short summary of the issue and actions taken
- Any screenshots/receipts relevant to the case