Helabet Casino - Player believes that their withdrawal has been delayed.

Hello. After positive verification, I try to withdraw money from my account to helabet. First it is accepted, and then the information "declined by operator. (Payment processing error)" is displayed. Support assures that these are technical problems, but they have been going on for two days. Paying out smaller amounts doesn't work either.

Dear Dizzy26,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello. I made an mistake in choosing problem. The problem is with withdrawal money from account, they are keep rejecting it. I hope you can change the waiting time. It’s seems like they are just frauders and scam

Im not waiting for deleyed payment because the withdraw never happened.

Dear Dizzy26,

Thank you for your email. Please note that we do manually review cases, though not immediately.

• Could you kindly confirm the payment method you used?
• Additionally, have you tried using an alternative payout method, or has the casino provided you with any other solutions?

I look forward to your response.

Best regards,

Nick

Dear casino guru,

I used tether on tron method.

I tried to use other methods, but each time I was refused and informed that I could only use the method I used to deposit my founds, so USDT on tron.

each time helabet casino replied that I should try again later and so far I have over 300 withdrawal attempts with the same result.

Dear Dizzy26,

I would however recommend to wait at least a few more days to try the withdrawal again.

Meanwhile, can you please clarify whether you have accumulated your balance with real money or bonus? As if you have any unfinished wagering, it might be the issue of the refused requests.

Looking forward to your answer.

Regards,

Nick

It's a terrible experience, I try every day and only sometimes I manage to withdraw sums not exceeding 20 euros. I have over 600 attempts and I managed to pay out literally 6 times. I do not have any bonus, I have never used any and I do not have any unfinished bet, I am only trying to withdraw my own money.

Dear Dizzy26,

Could you please give us a quick update regarding your withdrawal situation?

If the issue still persists, we will try to reach the casino.

Regards,

Nick

Dear Casino Guru,

Sometimes I can withdrawal small amounts like 10e, still over than half deposit left. It’s terrible

Thank you Dizzy26 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Dizzy26,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite helabet Casino to join the conversation.

Dear helabet Casino,

Can you please provide some information regarding the player's issues with withdrawal? What are the reasons for the withdrawal requests to be denied, and why are only minimal amounts being processed from time to time?

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 Dizzy26,

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. 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 might 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.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at How to submit a complaint to a regulator | Casino Guru.

Please let me know if you receive a response from the regulator by emailing me at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru