The player from Georgia had experienced a delay in a withdrawal of 2500 that was requested a month prior. Despite being told by the support that the withdrawal would be expedited, the player hadn't received the winnings yet. His account had been fully verified for almost a year and he had used a deposit bonus to accumulate his winnings. We had attempted to contact the casino multiple times but received no response. As the casino operated without a valid license and didn't refer to any ADR service, we were unable to further assist the player. The complaint had been marked as 'unresolved'.
Heaps O Wins Casino - Player's withdrawal has been delayed.
Black points: 189
Amount: $2,500
Heaps O Wins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
11 months ago
Public
Public
11 months ago
I made a withdrawal of 2500 on 10/20 I’ve withdrawn from this casino before with no problem normally within 7 days!After the first week I contacted support was told it would be expedited told the same thing three other times and a month later I’m still yet to receive my winnings!
Public
Public
11 months ago
Hello BodaCc0081,
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 is your account fully verified? 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?
Looking forward to your answer.
Regards,
Nick
Sensitive attachment
Sensitive attachment
11 months ago
My account has been verified for almost a year now.I used a deposit bonus made it through the play through no violation bonus code HOTPLAY5X I’ve been in contact multiple times with support being it’s coming wait but it’s been over a month and I feel this isn’t gonna get resolved photos included
Public
Public
11 months ago
Thank you BodaCc0081 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
11 months ago
Hello BodaCc0081,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Heaps O Wins Casino to join the conversation and participate in the resolution of this complaint.
Dear Heaps O Wins Casino,
Can you please provide an update on the payment status?
Thank you.
Kind regards,
Tomas
Casino.Guru
Public
Public
11 months ago
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.
Public
Public
11 months ago
Dear BodaCc0081,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Tomas
Casino.Guru
