Heybets Casino - Pelaajan kotiuttaminen viivästyy.

So ive been waiting for over 14 days for my withdraw. They have requested KYC but there is no update on the process and the Support is not responding to me for over a week now. Im pretty sure i got scammed.

Dear ThekalCS, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have you accumulated your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

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

Best regards, 

Veronika

Hey. So im giving you exactly what they have told me to send. I have provided every document the way i have done on many other sites aswell with no problem:

"To complete the KYC (know-your-customer) process, we kindly ask that you provide us with a copy of the front and back of your national ID, as well as a proof of address that is dated within the last three months. This proof of address can be a utility bill, internet bill or any similar document that clearly displays your name and current address."

After sending them, ive contacted them again a few days later and they told me that they need up to 7 days to process. This alone is a pretty wide time-frame for casinos, but okay i thought.

Sadly ive been ghosted since, with now way of getting a response out of the support. Neither via Livechat nor via Mail.

Wasnt won with a Bonus, only playing Slots, no Live-Games.

Thank you very much, ThekalCS, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Heybets Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi ThekalCS,

I have reviewed your case, and I'm sorry to hear about the difficulties you’re facing with your verification. I will reach out to the casino to assist you, and we will see what can be done once they respond.

Dear Heybets Casino, I would like to invite you to join this conversation and help resolve the player's complaint. Could you please provide more information regarding this case? Specifically, could you clarify the current status of the player's KYC process and when they can expect it to be completed?

I look forward to your reply. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hey, thanks alot for u effort. Really hope that there is anything u can do about it.

Have a nice day 🙂

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ThekalCS, I have tried to contact the casino but had no success. Unfortunately, Heybets has been ignoring our attempts to mediate any cases, and I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia