Heaps O Wins Casino - Player believes that their withdrawal has been delayed.

I made a withdrawal completed the verification talked with live chat several times they say try a different device or clear your cache and cookies and try again did that. They are not helpful at all closed chat on me twice. Everything is approved I go to cash out via Bitcoin and it says withdrawal request denied over and over.

Dear killacc11,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear killacc11,

Have you received your withdrawal from the casino yet?

No I still have not, everytime I try to request a withdrawal it says the same thing withdrawal cannot be processed. I did everything asked and it’s been over two weeks

Thank you for your reply, killacc11. Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I deposited just fine via Bitcoin. Lost then accepted a bonus chip they offered followed all the rules to a T because I have made withdrawals before from other casinos where they were voided I’m talking much bigger amounts. Anyway talked to chat agent or several and they kept telling me the same thing keep trying or clear your cache and log back in try it again. Did that several times and still says the same thing. Obviously I havnt broken any rules because the chat agent would inform me that I can’t withdraw. I know I didn’t as well because once again what I mentioned above. Getting pretty sickening all these online casinos can get away with taking your money in seconds. But when it comes to payouts big or small it’s like pulling teeth. Or they hope you just get frustrated in waiting so damn long for a payment that you play your balance out. Anything else you need let me know, as all the information I provided is 100% true I shoulda read more reviews before making a deposit but somewhere down the line it seems like every online casino is guilty of this one time or another. Either pay up or shut down. It’s only a $100 you can’t pay that out without waiting a month or more shouldn’t even be accessible online.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

This is what get with every try, I didn’t screen shot our conversations didn’t know I was going to have to take things this far. I only took that photo to provide to the chat room operator and everyone of them said same thing as I stated earlier. Try clearing your cache and cookies. Log out then back in and try withdraw again. So I did that 3 times and was so frustrated. I gave up contacting them anymore because after I was told how to fix it they would end the chat immediately after. So I was like what if it doesn’t work. And no response. It’s almost like they are stalling like I said thinking I’ll give in and play my balance out. Which would be foolish because it would be like playing with my money risking it without possibility of anymore gain. No explanation of why it’s not working I showed them the screen shot I posted for you and they never mentioned any rules broken. That’s when I’ve had enough dealing with them and found this site to open a claim on them. Now it’s been a month. I havnt tried in over a week now. But it’s clearly safe to say the same garbage is gonna keep happening.

Thank you very much, killacc11, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you killacc11 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Heaps O Wins Casino for their help in resolving this complaint. We would like to know why is the player unable to make a withdrawal and how we can help resolve this issue.

Thank you!

Well finally after a long chat with the operator I was able to withdraw it’s still pending Bitcoin verification up to another 5 business days but at least I’m further in the steps than I was. I’ll keep posted if the actual withdraw comes thru now.

Dear killacc11, I was in contact with a casino representative and was told that you have submitted all the necessary information, and their payment team will review your request as soon as possible. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

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 killacc11, has there been any development to the case?

Thank you in advance!

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.