Heaps O Wins Casino - Player struggling with first-time withdrawn and ID verification delay.

Upon attempting to withdraw after winning, I was told that I was ineligible on their support chat. I asked why and everything that they said, I dispelled with proof documents, and they continued to tell me that I’m ineligible, and even when they presented their terms and conditions to me I explained to them that I had never withdrew. This was my first time and still. They refused to honor my winnings , I have documentation of their terms and conditions. I submitted to them my transaction history and they also provided me with the section of the terms and conditions where they claim I’m not eligible however their terms and conditions show that I am eligible because I haven’t withdrawn anything, and they still refuse to honor my withdrawal. if nI had attempted a second withdrawal then would understand as it clearly states in the third paragraph. However, this my first time attempting to withdraw. the purpose of me reaching out tother customer service was because I was having issues trying to verify my identity. If I had withdrew previous it would be asking me to verify my identity

Hello tmooney1982,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heap 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

Hello,

that’s the point. I reached out to their chat advisor because the links to verify my identity wasn’t working. However they just told me that I wasn’t eligible because I had withdrawn previous which I didn’t and provided the documents to prove. I talked to them January 17th. They did t focus on me being verified. They just told me I wasn’t eligible which I was/am. I haven’t had the chance to submit anything to verify because the links weren’t working. That’s what I sought out help for and didn’t receive any

Hello tmooney1982,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Dear tmooney1982,

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.