Oh, I'd really love to help... I know you seek answers from me, but I'm not part of the Complaint Team. I'm even in a different country, so frankly, there's not much I can do.
Can you share your concerns through your complaint, please?
"Can the Complaints Team close the complaint of DutchGambler as unresolved?"
Of course, yes, the country of residence has no influence on that. Any chance to get your KSA involved? I probably know the answer 🙁.
Hi Radka,
Did not know you guys are in different countries.
What I meant is that there is a complaint open from DutchGambler where the casino did not respond on after the timer being extended. Since the extended time is passed, it should be closed as unresolved just to initiate vlack points. To be honest I highly doubt Heybets will cooperate given the pending complaints ander their responses. And by keeping the complaint open despite being three hours over the deadline the casino is the one in benefit.
About my case, all I know is that it is being investigated by the licensor of Heybets and awaiting their updates to consider legal action and further steps.
Hi!
I just mentioned that to demonstrate that I'm far from there. Of course, you should have not known.
I also understand your question, but at this moment I cannot answer you because the player is in the middle of the KYC, so there is no point in considering licensing authority yet - if you ask me.
I'm talking about this complaint 👈
Another thing to consider is that we aim to resolve the complaint; we do not aim to close the complaint as soon as we can in order to penalize the casino if there is a chance to get the player his money.
Additionally, the Team is absolutely overwhelmed, and as a result, some complaints might be addressed with delay. 🤷♂️
Don't worry, your point is pretty obvious, and I got it.
Could you please share your personal progress? Once there is some,...
Thanks for explainjng Radka!
About my ongoing case , all I know is that it is being investigated by the licensor of Heybets and awaiting their updates to consider legal action and further steps.
Sure, so if you have new information let us know. We'll be waiting and hoping that you'll eventually get your money. ☘️😊
I saw your complaint and was wondering, is it possible that Heybets only paid back your last deposit(s)?
Hi all, I’m facing a very similar situation as most of you and will wait for the full 2 weeks of my complaint to pass and I will then be able to comment further and I am sure that with a joint effort we can resolve all these unacceptable issues once and for all
I am in.
Great. I’ll be in touch in approx. 2 weeks
My complaint is still in process, I cannot really speak to any specifics just yet. However I will say you do whatever you feel is right to make yourself whole.
Hopefully it'll be wrapped up soon and I can give more detail.
did you get any answer?
the lqatest development is that they sent me this email on 9 Jan 2024
Dear ...,
I hope this message finds you well.At Heybets, we are committed to providing a safe and secure environment for our members. As part of our ongoing compliance efforts and in line with international Anti-Money Laundering (AML) and Know Your Customer (KYC) standards, we occasionally request our users to provide additional information regarding their Source of Wealth.
Why is this necessary?
It’s important for us to understand the nature and origin of our users’ funds. This ensures we maintain a responsible and compliant platform, and it helps protect both our community and the broader financial system from potential misuse
.What do you need to provide?
To complete the Source of Wealth verification:
Step #1: Please provide a brief description of the source(s) of your funds. This might include earnings from employment, investments, business activities, inheritance, or any other significant sources.
Step #2 - Attach relevant supporting documentation. Depending on your source, this could be:
Employment: A recent payslip, employment contract, or tax return.
Business activities: Company registration, shareholder certificate, or latest annual report.
Inheritance: A will, legal letter, or grant of probate.
Investments: Portfolio statement, dividend letter, or sale statement.
Please ensure that any uploaded documents are clear and legible. We will treat your information with the utmost confidentiality and it will only be used for compliance purposes.
How to Submit:
You can just reply to this e-mail and provide your documents as an attachment.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
Thank you for your understanding and cooperation.
Then i sent them my annual report that covers my deposits of 2300 usdt. After this no answer again.
Money 5.657 usdt is not only precarious but almost certain that it will be lost. People are a gang of deceivers
If I may, you should focus on passing the KYC. There is always time to call someone a thief when the situation escalates far enough, right?
Maybe the casino now goes through your account history or through the documents you sent them so far.
It has been quite some time, though, so I'd say submitting a free-of-charge complaint is not a bad idea, especially when the licensing authority went silent 🤷♀️.
What do you think, is this complaint feature 👈worth your time?
I request my first withdrawal at late January. After 5-6 days support send me a message and request from me my ID document for verification. I sent the documents immediately and they told me that is needed up to 7 days for verification. The seventh day i ask support if they had something new about my documents. Then they request from me additional documents. A selfie with the ID document and a paper to wright some things. From then has past 6 days, i have sent 2-3 messages and no answer.
Geia sou. It is really not unusual that the casinos may ask for more documents from players in order to verify the account. Is this your first withdrawal request at Heybets Casino? I saw the reviews for this casino, you can have a look yourself here 👈, if you like, and I can see they are quite good. Some players even write about the withdrawal speed, and they seem to be satisfied. So when exactly have you requested your money, when has the verification process started? Please let us know how long exactly you are actually waiting, so maybe we can help you with this issue. Will wait for your response.
Yes this is the first replay I have requested.
The withdrawal request was made 20 days ago.
The first document was requested 15 days ago and I sent it the same day. After a week and while I sent to the chat and asked about the process of identification, they asked me for an additional document. I sent that right away too. Since then, another week has passed and I send them every day in the chat, but I don't get a reply.
A total of 14 days have passed in the identification process.
This is a trick some Curacao based casinos and some other unlicensed/rogue casinos do. They try to delay your payout as long as possible with various excuses/reasons until eventually the player gambles that balance and the casino can keep the money.
The strange thing is that they have many positive reviews and few negative ones as a company. I hope by being patient I can finally get my winnings.
Did you get a clue my friend?
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
