Heybets Casino - Pelaajan kotiutusta lykättiin useiden KYC-pyyntöjen vuoksi.

I deposited 2400$ of USDT on 2023/12/07, after playing for around 10 days, and losing a bit I decided to withdraw what I had, 2276$. This was on 2023/12/17. The day after I first contacted support asking "I requested a withdrawal last night, when will it be paid?"

This message was left unanswered completely, I sent another email later that day that did get an response, will attach screenshots for every conversation.

Almost a week later I contacted the support again, and this time I got a response, asking me to start KYC verification, Specifically asking for ID + Proof of address, Which I sent that same night, 2023/12/22.

It then took the KYC team like 2 weeks to respond, which they did on 2024/01/02, and asked for further documentation, this time "A picture of me holding my ID with the current Date and your Heybets username". I sent this in on 2024/01/06.

2024/01/15 they respond again, now asking for "POA", proof of address, again, which I had already sent nearly a month ago.. I send this again 2024/01/17

2024/01/23 they are now asking for Source of Wealth verification.

I'm currently unemployed, living of money I had saved up while looking for a new job, and therefore asked what they want me to send. This question was left unanswered, even though there message asking for the documents ends with "If you have any questions or need further clarification on this process, please don't hesitate to reach out to our dedicated support team at support@heybets.io"

My email never got a response..

Eventually, on 2024/02/08, I just sent my most recent pay slip, about 6 months old at this point, as well as a bank statement, to try and provide something..

2024/02/21 I finally get another response, stating they can't accept my documents as they are not in English, this took them 2 weeks, and now they want me to translate the documents for them. Which I've got no clue how to do, as I can't get them in any other language from the site where I've received my pay slips.

So I google, and realize I can put the document into google translate and have it auto translated, this took me 5 minutes, obviously not something they could do themselves...

Before doing this though, I once again asked support how they would like me to translate that, which was read but left unanswered.

That is where I'm at now, I just sent these awfully google translated documents in, which I have no doubt they will say are not acceptable in another 2 weeks. After 2 months of trying to verify my account, I highly doubt I will ever see my money again, most shady site I've ever used with nearly the worst customer support I've ever seen.

Hello wadkadwa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heybets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Can you please sum up which documents have been already approved and which ones not? Did you try to request your bank to issue the document in English? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I was first asked to verify 22nd December 2023, and sent the documents the same day.

I sent ID, Proof of address, Self certified ID(selfie with ID), I was then asked to send proof of address AGAIN.

For proof of address I've sent Bank Statements.

After all these they requested Source of Wealth verification, which wasn't accepted because of not being in English. They never specifically said previous documents have been approved, just that they requested something else. I assume them requesting different documents means the previous have been accepted, but since they asked for POA twice I'm not sure..

For the Source of Wealth, I'm unemployed since about 9 months now. When I was employed I recieved pay slips directly from employer, and there is no way to contact them to translate it at this point.

Last time I "spoke" to them was yesterday, February 22nd, where I was asked to provide documents in english instead. I say "spoke" as they just send a message then completely ignore any follow up questions..

Very Interactive customer support

Very serious site, this is the message I sent 5 days ago, my latest attempt at communicating with them...

Hello wadkadwa,

As this is a common requirement by almost every single casino (most of time has to be in English langue), I would recommend to try to contact your old working place if there is a possible way to forward the last pay slips in English or maybe you can forward the casino your tax return (should be easier to get it in English).

I've now also sent my latest tax declaration, was a lot easier to get in English so thanks for that 🙂

Hello wadkadwa,

As you will need to wait out the letter from the casino, I will prolong the timer as well until you get it. Please let us know in case of any update.

Dear wadkadwa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still waiting on the letter they were supposed to send. Will update once I get it or in another 2 weeks I guess..

The timer will be prolonged by another 7 days as we are still waiting for the player to receive the letter from the casino.

Still waiting, also haven't gotten a response in live chat as you can see in picture. My balance on the site now just says 0$ while the withdrawal says "Declined". Totally not a scam site Kappa

Hello wadkadwa,

To clarify the situation with the casino, I will be now forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you wadkadwa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Heybets Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

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.

Hey there - we are still awaiting information from the player to fulfill the KYC.

Hey there, why are we sending letters after I've confirmed everything. I've been waiting for this letter since the 6th of Mars. This may be the most useless time wasting way of confirming this possible. Over 5 months of KYC where I've responded nearly instantly to every request. Reasonable!

This is what was required to get them to respond by the way 🙂

Thank you for the update. Please keep me informed about any further developments. Thank you in advance!

Well the update is they claimed they've sent a letter, after 4+ months of KYC, that hasn't arrived in 7 weeks... They are obviously scammers who refuse to pay out for no reason and are now just delaying to try to milk more customers. All this while using your name, logo and reputation to try and lure more people into their obvious scam. Still using their "9.2 Perfect rating" from you on their website. While it is already down at 5.1 in reality

Mind you, I've lost a couple hundred dollars from what I deposited. I didn't even win with them and still they act like this. Absolutely unreal

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 wadkadwa, are there any news on your side, ave you received the letter yet? Thank you in advance!

Well no news here, have not recieved any letter, doubt they've even sent anything. Regardless, them sending a letter from across the world after I've already sent them multiple documents confirming my address might be the most obvious case of just pretending that they have any interest in paying out. Extremely obvious time waste tactic.

Fraudulent site

Thank you for the update wadkadwa. As the casino stopped responding to our question I'm afraid there is not much that can be achieved without cooperation from its side.  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 might 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. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We have decided to reopen this complaint because we have received additional evidence from the casino. I will now be taking care of this complaint because my colleague Peter is on vacation.

Hello, wadkadwa! Do you still have access to your casino account? If yes, please, provide me your game history if you can.

Dear wadkadwa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.