Heaps O Wins Casino - Player is struggling to withdraw her tournament winnings.

I entered into a tournament and won 5 th place which paid $100. It shows in the withdrawable balance but when I request it won't allow me to. Live chat says I have to deposit to verify my account but this is from tournament and I asked why the 20 couldn't be deducted from my balance. I just went through this same thing with another place and lost out on my 30$ deposit they said I had to make to get my winnings which I never received. I'm skeptical this is just the same. In the verification it says to email my identification and selfie which I've done. Didn't say nothing about deposit. Why can't it be deducted if I am doing crypto or either way?

Dear johnsonlondon1027,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have ever placed any real money deposits in this casino? Was your account successfully verified already and the last thing standing between you and your winnings is placing a minimum deposit to verify your payment method? Please understand it is nothing unusual and it should speed up the withdrawal process.

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

No I just have joined and it don't state nothing bout deposit. I do need to play it 1x. But I'm not depositing and why it can't come out of my balance. Attaching info.

I done been scammed recently in a same situation and I'm not comfortable depositing but don't mind if it comes out of my balance

I've done sent documents to verify and it states no restriction on cash prize. And also states no deposit

I have since wagered now so it's over 100 which is minimum withdraw but just saying go back and complete wagering requirements

Thank you, johnsonlondon1027, for your replies. Please understand that the minimum deposit is required to verify your payment method. Therefore, it can't be deducted from your winnings. After your payment method will be verified, your winnings can be transferred there. Please let me know how you'd like to proceed and if you are willing to place the minimum deposit to obtain your free bonus winnings. Looking forward to hearing from you.

Dear johnsonlondon1027,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.