Helabet Casino - Player's cryptocurrency withdrawal is rejected.

Hello, I'm having trouble making a withdrawal from the HELABET casino

I've deposited a total of around 50(USDT) between wins and losses, and I've managed to accumulate 78.22(USDT) in my account, which I urgently need to withdraw for personal expenses

I deposited with a cryptocurrency (TRC20 THETHER). And when I WANT to withdraw using the same method, it says

"Withdrawal rejected by the operator"

I've tried communicating with the casino's online consultant and all it says is "send an email to support with a screenshot of the problem". This is the only message I've been receiving for days now...

Despite having sent over 6 emails with the relevant screenshots, I've received no response from the casino. Here in Argentina, those 78.22 USDT represent a significant amount of money. It might not be much in Europe, but I really need this issue resolved so I can withdraw my money. I haven't heard anything from the casino for several days now...

P.S: I have all my details fully filled out as well as all 5/5 account security steps completed

Dear Jere6000,

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

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

• Before your last deposit, was your balance reduced to zero to your knowledge?
• Have you activated any bonus on the website with your last or previous deposits, or was any bonus activated on your account without your input?
• Have you not accidentally tried to initiate a transaction on a different network (ERC-20), please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, I don't remember well, but yes, at first I deposited about 35 (USDT) and made several bets, my balance was reduced to 0 or 1/2 USDT... Later I deposited another 14 and I lost them and then another 14 Between several bets won and lost, today I am at 78 and I want to withdraw urgently...

No, I did not accept any welcome bonus, sports bonus or anything like that...

And as for the withdrawal, no, I am 100% sure that my first withdrawal attempt was through the TRC20 network, the same one through which I deposited... Seeing the rejection, then I tried withdrawing through other methods and etc etc, but the page tells me that "I must withdraw by the same way I deposited and it rejects it" and when I use TRC20, it accepts my withdrawal, but after about 5/10 minutes it rejects it and returns the money and says "rejected by the operator" and today I realized that it doesn't let me deposit more money, by any type of method, it tells me "authentication error" and another important piece of information, it also doesn't let me place sports bets, of any kind, it rejects it and says " the value amount of this coin is equal to 0"

I await your response, thanks for the help.

Thank you very much, Jere6000, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Jere6000!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

As I see, the player successfully withdrew funds on December 4th. I apologize for the inconvenience

Jere6000, please, let us know as soon as you will receive your funds!

Dear Jere6000,

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.