Heaps O Wins Casino - Player's withdrawal is delayed.

I submitted a withdrawal for $400 AUD on 06/27/23 and I'm still waiting for it to be processed. I've been assured several times that payout department will be notified and payment will be escalated but nothing has happened.

Dear Pisces73,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

This is the first time I've had this kind of issue with a withdrawal. Normally I have my payment within 5 days.

Thank you for your reply, Pisces73. Could you please advise when exactly you received the last successful withdrawal? Did you use the same withdrawal method in the past? If possible, please post here a screenshot of your withdrawal history.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They used to tell me when my withdrawal was approved, but communication stopped in that type of way.

Here's a recent winning sent from Heapsowins. I've used the same method to deposit and withdraw since I began playing with them.

Thank you very much, Pisces73, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Pisces73,

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 status of the player's withdrawal?

Thank you.

Kind regards,

Tomas

This is the latest communication with the casino. Still no progress.

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.

It doesn't appear that Heapsowins Casino is interested in resolving the matter. They have stolen my initial deposit plus winnings. I want them blacklisted!

Dear Pisces73,

I'm trying to get in touch with the casino's representatives, so I will now extend the timer for another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

Tomas, thank you for your help with this problem.

Dear Pisces73,

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

Dear all,

We have reopened the complaints as the player confirmed receipt of the payment via email.

Here's a direct quote:

"Hi Tomas,

Heapsowins Casino sent my withdrawal yesterday.

Thanks for your help,

Angela"

As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system. 

Kind regards,

Tomas