Helabet Casino - Player's withdrawal is delayed by the casino.

Hello, I am having an issue withdrawing my funds from the helabet platform, which has never happened to me at any other casino. When I try to withdraw, I receive the following error: "Declined by operator (payment processing error)". I immediately contacted customer support and received the following response:

"Due to technical issues, we ask you to create the withdrawal request later." I followed their advice and waited a few days, but the problem wasn’t resolved. Today marks 3 weeks, and I still face the same error. I have contacted them countless times, and they always tell me to wait. I’ve spoken to customer support, the security department, and live chat, and it always ends the same way—with me waiting.

I searched online to see if anyone else had experienced the same issue with the platform, and I found that I am not the only one: https://es.casino.guru/helabet-casino-el-jugador-tiene-problemas-para-solicitar

I have exactly the same issue as this person.

As I suspected, the error is clearly intentional on the casino's part, as the person mentioned. It doesn’t make sense for there to be such a delay in solving the problem, with no explanations provided, and always repeating the same message. Plus, I've never had this problem with any other casino.

As of today, neither customer support nor the security department is responding to my messages.

I hope someone can help me with this problem.

PS: I want to upload screenshots of the error and chats, but I’m unable to.

Dear joaccozuccala,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?
• If you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.

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

Best regards,

Petronela

Hello, good morning, thank you for responding.

No, they didn't offer me another method and I can't either, since I can only do it through XRP, and I can't deposit to change the withdrawal method either, since I'm banned. I also saw that other people who had the same problem, and changing their method didn't work for them either.

It should be noted that I was banned from the casino and they told me that I could withdraw all my funds.

Yes, I am verified.

Thanks again and I look forward to your reply.

Update: I was able to withdraw $10,000 ARS of $427,000, after that I tried to withdraw the rest, i.e. $417,000 and I couldn't. Rejected by the operator.

Thank you very much, joaccozuccala, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Helabet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello joaccozuccala,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Helabet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Helabet doesn't seem to be going to answer.

Update: I just tried to withdraw and I still haven't received the money: "declined by operator".

There I was able to withdraw $20,000 ARS, I tried to make another withdrawal with all the money and it didn't let me, I have $397,000 left in the account.

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 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 https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru.

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

Best regards,

Michal V, Casino Guru