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

I opened an account with heaps of wins casino in June 2024 I made a initial deposit then a few weeks later I used a no deposit bonus $50 free chip which had a ×30 playthrough which I completed and won $130 which $100 was the maximum withdrawal amount allowed for that bonus. I went to the cashier hit withdraw and it was rejected due to kyc. I promptly sent the requested documents the same day only having to send the same documents 5 more times checking the correct email address several times and sending to different email accounts support@heapsof winslive.com and documents@heaps ofwinslive.com without any response. I have contacted the casino via live chat nearly every day after sending my identification only to be told someone will check my Documents shortly. This has continued on for a month without any reply from this casino. When I checked my history it shows that I cashed in a bonus in-between my deposit and the free chip but this was a rebate from having no return or wins from my deposit so its not classed the same as a no deposit bonus. iam still waiting for my withdrawl which i requested in bitcoin on the 29th of july 2024.

Dear fezzamageza76,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Heaps O Wins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is the reason that you redeemed multiple no-deposit bonuses in a row used as justification by the casino to not pay you your winnings?
• Could you please share your communication with the casino when you attempted to solve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

I didn’t use 2 no deposit bonuses back to back I made a lite coin deposit then following that I used a deposit bonus given when you don’t get a return or win from your deposit then I used a loyalty deposit bonus then a redeemed a no deposit $50 free chip bonus where I won $130 after I played through the required amount where the maximum amount that could be withdrawn was $100 and the remaining $30 is forfeited.

If using the deposit bonuses following a deposit was not permitted why does the casino reward players with 2 separate bonuses together then it doesn’t make sense unless they are deliberately sabotaging your ability to withdraw if you were to deposit or use a no deposit bonus following the reward bonuses which is in itself breaking its own rules of the casino before we even get the chance to play which isn’t allowed under the proper licensing rules of the gaming industry code

This casino is operating without the proper licensing but it is still a fully operational casino which should honor and pay their customers winnings

Thank you very much, fezzamageza76, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear fezzamageza76, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Heaps O Wins Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear fezzamageza76,

I was contacted by the casino representative. He kindly asked to send the required documents one more time to support@heapsowins.com. I understand it is extremely inconvenient and frustrating, however I suggest to adhere to casino's instructions. Please keep me informed about any new developments.

Dear fezzamageza76,

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.

Dear all,

Unfortunately, we’re forced to reject this case because fezzamageza76 has stopped responding to our messages and questions. Without fezzamageza76 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.