Helabet Casino - Pelaaja kamppailee pyytääkseen kotiutusta.

Hello, I have issues withdrawing funds from the casino for 17 days already. I've made dozens of withdrawal requests and every single one is error 'Denied by operator (payment processing error)'.

I made a deposit via crypto and after some days I won and wanted to withdraw funds. I got asked to go through verification. On the 20th of December I got email from the casino that my verification is completed and I can withdraw my funds. The same day I requested a withdrawal which got denied with the information I mentioned above - Denied by operator (payment processing error). I thought that there is some issue with the wallet and I requested the withdrawal on a different wallet, then via different cryptocurrency, which all ended up the same way, with the same error. In the meantime I contacted the support, they said that they are investigating, after some time they said that I can withdraw my funds, but I got the error again. So I decided to change my withdrawal method to Jeton, I made a deposit, wagered the deposit and requested a new withdrawal, with the same effect.

Today is the 6th of January and the error is the same for 17 days. I keep emailing them, but either they answer 'make a new withdrawal request at a later date' or they don't reply at all. Every day I make an attempt to withdraw funds, every day unsuccessfully.

I tried everything I could. I changed the withdrawal method, I waited for so long and they seem to ignore me, so I hope you can help me somehow.

Dear danio495,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that you have already tried everything to make this work. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here

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

Best regards,

Kristina

I haven't used any bonus during my time there and I haven't had any successful withdrawals. Since my verification was completed, I'm struggling with the withdrawal process.

Also, the case summary is wrong. I am able to request a withdrawal, but it gets rejected or not completed, not sure (sometimes it says that my request is accepted, but after 5-10 mins the funds are back on my account).

Thank you very much, danio495, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello danio495,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite helabet Casino to join the conversation.

Dear helabet Casino,

Can you please provide some information regarding the player's issues with withdrawal? What are the reasons for the withdrawal requests to be denied?

Dear user!

Your Player ID 517035219 .

I have already sent a request to the payment system. We will try to solve the problem with the withdrawal of funds on your account as soon as possible.

PS . The successful verification of your account was on December 25

Best regards, Helabet

You know about my issue since 21st of December and it hasn't been solved for over 3 weeks.

Also, it's cleary shown in the email that you allowed me to withdraw on the 20th of December so how is it possible that my verification ended on 25th? (screenshot attached).

We are waiting for a response from the payment system through which you made the withdrawal (Jeton)

Best regards, Helabet

The situation was the same when I tried to withdraw with crypto, so I don't think Jeton is the issue here.

Thank you for the response, helabet Casino.

If there is a problem with Jeton, what other payment method can you offer the player that is guaranteed to work?

Dear player, please try again to withdraw funds via Jeton

Still the same 🙂

Dear helabet Casino,

As the player showed in the screenshot, Jeton apparently is not working properly. What other payment method can you offer the player that is guaranteed to work?

dear player, try to withdraw a smaller amount, for example PLN 2,000 through Jeton. Let me know when you try

I made a withdrawal request for 2000 PLN and it went through, I received the funds on my Jeton wallet. When I requested 2000 PLN again, i got the same error 'payment processing error' like before.

Today I tried multiple times with no positive result. The last withdrawal request of 1000 PLN declined, payment processing error. Any solution?

everyday we send requests to solve your withdrawal problem. Your problem with the withdrawal is on our personal control, dont worry please. We will solve it this week

Alright, waiting for updates.

Dear danio495,

I understand that this situation is frustrating, but as can be seen from the reactions of helabet Casino, they are trying to solve this issue. Let's hope it won't take much longer.

Dear helabet Casino,

Do you experience payment issues via Jeton for more customers, or is it just for this specific player? I understand that there could be various reasons why the payment is not working 100% and that it is not always in "your hands," but won't it be more convenient for both parties to try to offer a different payment method that is working as it should?

As I said before, I had the same issues while trying to withdraw with crypto, I don't think offering another withdrawal method will change anything.

Hello , try to withdraw funds through crypto,: Binance Coin, Binance Coin BSC, Binance USD, Bitcoin, Litecoin, Ethereum, Ripple, Bitcoin Cash, Dogecoin, Tether on Tron, Cardano

I tried to withdraw the full amount with Tether on Tron, then I tried to withdraw 2000PLN with Tether on Tron, then I tried to withdraw the full amount with Litecoin, then I tried to withdraw 2000PLN with Litecoin. Every single request ended up being 'payment processing error'.

So I was reassured on the 22nd of January that it will be solved within a week and guess what, it is not solved. It's ridiculous.

Dear helabet Casino,

As the player showed in the screenshot, there is almost always an error. Do you experience payment issues for more customers, or is it just for this specific player?

Now i will send it to payment department

Dear helabet Casino,

Do I understand correctly that the issues experienced by the player will be forwarded, or the actual withdrawal will only now be forwarded to the payment department? Can you please clarify?

Try to make a withdrawal

Payment processing error.

Dear helabet Casino,

Can you please explain why there are always payment processing errors? The issues have persisted for over a month now, this should have been solved a long time ago. This situation is starting to show signs of intentional stalling on your side, and as such, it is not acceptable. You must provide a payment method that is completely functional.

Today I tried to withdraw my funds again. I tried with jeton 12000PLN, which was payment processing error. Then I tried with jeton 1000PLN (equivalent of 210eur), which was payment processing error. Then I tried with Litecoin, which was payment processing error.

When I contacted the livechat support, they suggested that I might need to change a withdrawal method. I thought maybe different cryptocurrency will go through, I deposited 10eur of bitcoin, wagered it with their rules and contacted their support via email to enable the Bitcoin withdrawal.

They said 'due to technical issues we recommend you to use available for your country payment methods for withdrawals and deposits'. When I asked what are recommended withdrawal methods for Poland, they answered that it is crypto and bank transfer. When I told them that I tried with Litecoin and it got rejected, they said 'due to technical issues we ask you to create withdrawal request later.' - THE SAME FORMULA THEY'VE BEEN REPEATING FOR ALMOST 2 MONTHS, I EVEN MENTIONED IT IN THE FIRST POST.

I genuinely think I will not be able to withdraw funds from the casino. It's big money for me (2500eur) and this casino is not cooperating at all. Is it really not possible for them to manually withdraw the funds if the system hasn't been working for 1,5 months?

now I will send a new request to the payment department to solve your problem

Didn't you send it already on the 31st of January? What's the difference now?

Dear helabet Casino,

Do you need to send a new request to the payment department for every withdrawal of the player?

Will this help? Is this how it works in your Casino?

Dear Player, try to make a withdrawal through cryptomethods now

Payment processing error.

EDIT:

I tried to withdraw the full amount and it was an error. Then, when I was leaving their site, I requested 2000PLN withdrawal, which turned out to be successful and I received the money on my wallet. Then, when I came back on their site and requested another 2000PLN withdrawal, it got rejected again.

3 weeks ago they also let me withdraw 2000PLN.

So it cannot be a system error, they just stall.

Thank you for the update, danio495.

Dear helabet Casino,

What is the issue this time? Do you have any withdrawal limit for the player in place or why are the other requests ending up in error? By the current exchange rate, the 2000PLN is "only" approx 418Euro which is a very low limit if it was a daily limit, not to mention a weekly or even worse monthly limit.

Just wanted to mention that your site says I should be the one replying, I updated the situation before and I'm just waiting for the casino to let me withdraw the funds.

I see successful withdrawals from the player, at the moment there are 4,054.95 Polish złoty on the account. Last successful withdrawal was made today, February 15

Yes, I confirm. Recently, some of the withdrawals go through. I will update once I withdraw the full amount.

Dear danio495,

I'm glad things are finally moving the right way. I have my fingers crossed that you'll be able to withdraw and receive the rest of your winnings smoothly. 🤞🤞🤞

Yesterday, February 16, the player made a successful withdrawal in the amount of PLN 2,000. at the moment, the player still has PLN 2,054 available on his account

I've received the full amount and all the funds are on my wallet. Thank you for your help.

I'm still not sure why it took 2 months to withdraw my funds, but I'm happy that it ended well.

The player has successfully withdrawn the last part of the funds.

I apologize to the player for the inconvenience.

Great news, danio495. I'm glad to hear that you finally successfully received all your winnings.

As I mentioned previously we understand that there could be various reasons why the payments are not always working 100% and that it is not always in "the casino's hands," but in this case, the whole process took much longer than it had to. Anyway, we are happy that we could solve this complaint successfully.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal