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

I requested my withdrawal on 1/16/2024 and it still has not been processed. The terms and conditions state that all withdrawals will be processed within 3 business days. It is now 1/25/2024, thats 7 business days and still nothing. Every time I reach out to support, they give the same response, "We apologize for the delay. I will send another note to our payments team to speed up the payment process as much as possible." I have seen this response over 10 times now.

Dear montana1033,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear montana1033,

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.

Hi, they have still not payed out, 12 business days later. I sent multiple emails to there banking department and haven’t gotten a single response.

Thank you for providing me with an update. I'm sorry that you have not received your winnings yet.

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? 

Hi, yes I requested 3 withdrawals all on 1/8/2024. 1 of the 3 withdrawals was approved on 1/11/2024. I then cancelled the other two withdrawals and re-requested them on 1/16/2024 because I thought it was strange that only 1 of the 3 got approved even though I requested them all at the same time. So to answer your questions, yes I have had 1 successful withdrawal, and yes my account is verified. Lastly yes I won using a bonus code.

Thank you very much, montana1033, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay thank you! UPDATE: they finally approved my withdrawal on 2/6/2024. However then they said they will send the funds within 3 business days. I waited the 3 business days and they still have not sent anything. Any time I reach out to support, they say "any day now". I've just been getting the run around with support, as well as not receiving any replies from there payment department. 

Dear montana1033,

My name is Mirka, and I will be assisting you in solving your withdrawal issue. I see there has been an update since my colleague forwarded me this case. I am glad to hear, that your withdrawal has been approved. Could you please let me know if your payment arrives in the next few days, since the bank is probably processing payments only during business days?

Thank you in advance,

Mirka

Hi yes. I will wait a few more business days.

Dear montana1033,

Could you please let me know, if you have received your withdrawal?

Thank you

Hi yes I received that withdrawal! However I’m still waiting for another withdrawal for 194 aud that I requested at the exact same time! It’s been over a month now since requesting that one and it still has not been processed.

Dear montana1033,

I am glad to hear, that you have received your withdrawal of 2500 USD.

Please notify me, if there are any changes in the withdrawal process of the second withdrawal of 194 USD.

Thank you,

Mirka

No change with the 194aud, still hasn’t been processed

Still no change, support per usual just says "I will escalate this" been 41 days since requesting.

Why is it waiting for my reply when I already applied and you guys haven’t for over a week? You guys are almost as bad at responding as the casino is.

Dear montana1033,

I tried to contact the casino regarding your second withdrawal. We will see, if they will clarify the reason for the delayed withdrawal. However, due to our experience with this casino in the last months, I'm afraid they won't react to this complaint either.

I am also changing the dispute value of this complaint from 2500 USD to 194 USD, since your first withdrawal has been paid out already.

Okay I’m just confused why this site has a 6.1 rating if they don’t follow their own terms and conditions and delay payments for months? I understand that it’s based off a lot more than that but there’s no way they should have a 6.1 rating with the way they run their business.

Dear montana1033,

I've received a reply from support outside of this thread:

"Upon reviewing your request, I found that the withdrawal request was approved on 3/14/2024 in the amount of $194.78. "

Can you please confirm, when you receive your withdrawal?

Thank you.

Yea

Dear montana1033,

Could you please clarify, if you have received your withdrawal?

Thank you.

Dear montana1033,

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.