Heaps O Wins Casino - Player experiences withdrawal delays after VIP 2 status loss.

I have been trying to request 3 withdrawals from Heaps O Wins for 2 weeks totaling $4180 AUD. The first few payouts were timely, 3-4 days. But then I noticed that I lost my VIP 2 status and since then my withdrawals have taken much longer. KYC is done, and playthrough was also done. Chats to customer service have been the same generic response, "we will send another note to the payments team". Emails to every single email have gone unanswered despite emailing them every day for the past week.

i would just like my withdrawal. They paid out before. I think it’s because of the loss of VIP 2 status that it is taking considerably longer.

Hello Corona42,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed.

Looking forward to your answer.

Regards,

Nick

Last time I talked to the casino was today about this withdrawal. They advised that the withdrawal was delayed. I am fully verified as I have did 2 other withdrawals here before with no issues though the withdrawals are not showing on my account as their system only goes back a certain number of weeks. Bonus playthrough was finished and excessive amount over the max cash out threshold was automatically removed upon bonus playthrough finish. Account has been verified for a few months now.

Hello Corona42,

Can you please clarify since when exactly is your last withdrawal pending? Is there any update regarding the payment?

Withdrawals have been pending since 11/23/2023. No updates, as I am given similar responses every time.

Thank you Corona42 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Corona42!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

After using Boomerang to send emails, I got a response via email from the support at the casino. It was the same exact scripted response. Both emails received from HeapsOWins and Sector777 are from the same person with the same exact response.

My guess is that the support and other emails block your SMTP relay after an email is received so the only way to actually get through is to change your SMTP relay to something else. I just changed mine from GMail to Boomerang. Which explains why when I was sending from Gmail, nobody was responding.

Interesting development.

Attached is the email.

They CANCELLED my withdrawals and returned my balance to my account as they said they needed to do KYC despite me already having withdrawals at this casino. I re-uploaded the docs into Inclave and they were approved in Inclave. I also just did new withdrawals. Needed to change my wallet anyway so though it was still annoying changing the wallet makes managing this withdrawal(if I ever get it) easier. My withdrawals at Sector 777 and A Big Candy were also cancelled.

And they just removed it again….

this is the support ticket I opened with Hooyu, the KYC verification vendor. They say all of them were shared with VIP Wins/Heaps O wins/the other casinos but they keep resetting the KYC like nothing happened.

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.

Finally got verified (again) and re-requested the withdrawals. Today is the 3rd business day for approval.

this was my last chat with them from today.

Corona42, I suggest that we give it 7 more days. If you will not receive your withdrawal till then, I will reach out to the casino again and ask why is it delayed.

Sounds good to me. Please proceed.

Corona42, Hello!

Have you received your withdrawal?

Nope I have not.

Last correspondence with them….from this morning.

We have contacted the casino through the e-mail. Now, we are awaiting for the response on why the withdrawal has been delayed.

Hopefully they will respond.... They haven't been too responsive when it comes to my issues. None of the VIP Wins casinos have.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team