The player from Nigeria had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout had not been received yet. After submitting her complaint, she managed to withdraw an additional 100k, but further attempts were unsuccessful. The casino kept rejecting her withdrawal attempts with an error message "declined by operator". The player reported having a pending withdrawal since April 5, 2024, which was approved but still not processed. After four days, the money was returned to her casino account. Despite numerous attempts to resolve the issue with the casino, the player received repetitive responses about technical issues. We had tried to contact the casino multiple times without success and decided to mark the complaint as 'unresolved'. We advised the player to submit a complaint with the Curaçao eGaming authority.
Helabet Casino - Player’s winnings haven’t been received yet.
Black points: 40
Amount: 769 ₦
Helabet Casino
Safety Index:Below averageNo reaction policy, passive regulator
UNRESOLVED
Case summary
Dear Preshy,
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
I was able to withdraw another 100k from the accounts now leaving 656,809k in the account
After I made this complaint, I was able to withdraw 100k more that same day but since then till now I’m yet to withdraw more. My balance with them is now 669,809k
they keep rejecting my withdrawal with error message "declined by operator". Customer service keep telling me to try later that it’s a technical issue but it never works.
Thank you for your reply, Preshy. Do you currently have any pending withdrawals? Could you please post a screenshot of your withdrawal history here in this thread?
Did you accumulate your winnings with or without an active bonus?
Dear Preshy,
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.
I have pending withdrawal since Friday that’s 5-4-2024, I keeps showing me approved but when I click on it it will show me "processing, waiting for operator confirmation ". It’s not in my bank account and it’s not in my helabet balance. Contacted support and they referred me to tech team which I contacted and I was told that the withdrawal have been approved from their end but it will take 7days to confirm the status of the transaction, it’s 4days already and I have not heard anything. And no I didn’t use bonus while accumulating my Winnings. I’m so tired of trying to withdraw my money, it’s pass 1month that I started this whole withdrawal process
The money was just reversed back to my helabet account after 4days wait. I really don’t know how to go about this again. I think helabet is doing this on purpose.
I have been placing withdrawals of my whole balance, 200k, 100k and even 50k and the keep rejecting it but I decided to try 250.00 and it was approved. Is this not wickedness?
my current balance with them is now 669,559
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Hi. I have spoken with the casino severally through live chat and they keep giving me same response that they are having technical issues. These have been going on for over a month now. They keep giving me this response no matter how many times I chat them up.
Thank you very much, Preshy, for your cooperation. 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, Preshy!
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!
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.
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 you submit a complaint with Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Pavel
