Heaps O Wins Casino - The player's winnings were voided.

Total scam! I won money in a tournament. I then played several hundred dollars with my winnings then went to cash out. Went through i.d. verification which was approved but my withdraw was denied and my winnings confiscated. When i inquired further i was given a generic b.s. answer and the live support person refused to let me speak with a manager and ended the conversation...twice.

Hello Papakeif,

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 if your account is already verified and is yes, since when exactly? Can you please clarify which tournament did you play exactly? Did you use real or bonus balance to play there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My I.D. was verified sometime around 3 am on Feb. 10th and my withdraw request was denied shortly after. 2hrs later there was a "manager withdraw request" followed by an approval at which point my balance was erased. I cannot recall the exact tournament. It was a no cost entry tournament and I won $108.33 which was credited to my account. I played several hundred on various games then decided to withdraw as it was listed as "withdrawable" on my balance. I submitted the withdraw request for $175.00 along with my i.d.verification form. They sent verification of receiving the request and said it could take up to 5 days to verify. I checked back 2 days later and that's when I saw the manager withdraw in my transactions. Thats when i talked to a live support person, Kirsten. After holding for quite a while she finally said that I had played too many free spins/free chip games in a row which wasn't allowed so my winnings were forfeit. I explained i won money from a tournament and it was proceeds from those winnings i wanted to withdraw. I guess she didnt understand and replied saying if i won money in a tournament then if I was qualified the winnings would be credited to my account. I explained thats exactly what has happened and now I wanted to withdraw those winnings. She replied back once again that i had played too many free spin/ free chip games in a row which disqualifes my winnings therefore voided. Apparently I was qualified when they credited the winnings as she said, but not qualified if i want to cash out those winnings for some non-related non- believable reason. She then ended the chat. I opened another chat and Kirsten once again took the call. I asked if i could speak to a manager and she put me on hold for some time. Getting back to me she said a manager wasnt available so i asked for a managers email address. She just sent the link for support email and again ended the call.

Hello Papakeif,

Some casinos has a rule where you can't claim multiple free chips in a row without making a deposit and they void the winnings generated from that.

Can you please advise if you played the tournament with real money or bonus balance? When was the last time you deposited?

If possible, please forward your deposit and bonus history to nikolas.b@casino.guru.

The tournament was a free, no entry cost tournament in which one must place 1st in order to win. Such tournaments aren't considered free chip or free spin bonuses as entries aren't listed in the transaction history. So, i used neither my own money nor bonus money to participate. I realize some casinos don't allow multiple free chip usage without a deposit and usually they wont allow redemption of a free coupon until deposit is made. This isnt the case here, though. Kirsten told me that any winnings from tournaments would be credited to my account IF I WAS QUALIFIED. Those winnings were deposited so I can only assume I was qualified to receive them. That money was immediately listed as "withdrawable " and there didn't appear to be any play through requirements. Despite that, I proceeded to play various other slots spending enough to earn 192 comp points before deciding to finally cash out. I filled out the i.d. verification and submitted it with the withdraw request. I'm familiar with most places requiring that you make a deposit before withdrawing as ive had to do so on multiple occasions and honestly that's what I expected in this instance. My verification got approved but my money confiscated. Thats when they started talking about my not being qualufied due to multiple free chip redemptions even though my winnings did not come from such a bonus. When i asked to speak to a manager i was told none were available and for an email she just gave me the support email and hung up on me. I usually base my decision on whether or not to patronize a casino on how they handle withdrawals. When they give any and every exuse not to pay and when they make it difficult if not impossible to speak to a person of authority then that casino has no credibility and I won't hesitate to call them out.

Thank you Papakeif for the information provided so far. It would be best do get an explanation directly from the casino so your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Papakeif,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Heaps O Wins Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why the player's winnings have been confiscated if the tournament prizes should be counted into the player's real money balance?

Thank you for your cooperation.

Kind regards,

Tomas

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 all,

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