Heaps O Wins Casino - Player’s withdrawal delayed due to verification issues.

I played with 240% bonus and managed to withdraw 1000. They emailed me asking for a visa or proof of residency which I provided (3 times now ) they keep reversing my withdrawal saying they haven’t received it , live chat just tell me to email (which I keep doing ) they are sending me round in circles to delay paying or approving my withdrawal.

Hello hayleystar1,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I was already verified but they are asking for proof of residency, I sent my vevo check which states I have legal residency indefinitely they said they want the original visa grant which I don’t have , I only have my grant number and they wanted another photo of my passport, they keep reversing my withdrawal so I have to keep doing the process again, I’m scared they will use my details for other uses , this has been ongoing for about a week and now I can’t log on !!!!

They are refusing to approve my visa check that states I have indefinite stay that was granted in 2015 , they said my passport number doesn’t match my grant number , it’s not really their business wether I have a visa or not !!! They say they did a vevo check but you’re not supposed to unless you are an employer . I’m not sure why they are not accepting my vevo check it clearly states I’m a resident, the visa I have and that I have indefinite stay ? Why is this not good enough. No other casino on the planet has asked for this information and I’m worried they will copy my identity

I forgot to add I can no longer access HeapsofWins and now have been diverted to a site called slots of paradise where my transaction is still there (withdrawal)

Hello hayleystar1,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Hi

they are refusing to accept a visa check that I did a few days ago to prove my residency, I don’t know what to do anymore they keep reversing my withdrawal

Thank you hayleystar1 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi hayleystar1,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Heaps O Wins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's residence permit cannot be verified? Have you come across any discrepancies in the provided documents?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear hayleystar1, I have been informed by the casino representative that your withdrawal request was processed on 4.6.2024. Could you please share any updates? Have you already received the payment?

Dear hayleystar1,

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.