The player from Colombia has been trying to withdraw funds since 11-07-2024, but encounters a notice instructing her to contact the security team. Despite reaching out via email and chat, she receives no response or confirmation after several days.
Helabet Casino - Player's withdrawal is delayed by unresponsive support.
Amount: $3,081,364 COP
Helabet Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.2
Helabet Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
4d 13h 14m 15s
Case summary
2 days ago
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1 week ago
Translation
Hello, since 11-07-2024, I have been trying to withdraw the funds from my account, but when I attempt to withdraw, a notice pops up instructing me to contact the security team at this email:
(security@helabet.com). I did so on the same day, 11-07-2024, but as of today, 11-11-2024, I have not received any response, not even a confirmation email. I also asked via chat, but they tell me that they don't have a minimum response time.
Automatic translation:
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1 week ago
Dear d85269088,
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.
- Is your casino account blocked? Can you log in to play or to deposit?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you completed account verification in the casino?
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
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1 week ago
Translation
-It is not blocked, I can log in normally
-live betting
-I did not use any vouchers
-I have been asked to contact the security team for this, but they do not respond to my email.
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1 week ago
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Hello, have you received a response from the casino?
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3 days ago
Dear d85269088,
- Could you please share a screenshot of the status of your account?
- Could you please share your attempts to contact the casino regarding the issue?
- Post screenshots here or send them to my email at tomas@casino.guru
Thanks in advance for your cooperation.
Casino Guru is examining the case
