Helabet Casino - Player's withdrawal is delayed by unresponsive support.

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.

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

-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.

Hello, have you received a response from the casino?

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.

Dear d85269088,

Has the security team contacted you or have you received any explanation from casino support since your last message?

Please let me know.

Hello, good morning, just two days ago they responded to me, and they asked me for several verification documents, which I already sent, now they say they are under review, I just have to wait.

Dear d85269088,

Have you received any response regarding the verification of your documents yet?

Please let us know about any updates.

Hello, they say they are verifying it. First they asked me to send photos of my ID on both sides, then a photo holding the ID and showing my face, and now they asked me for photos of my driver's license, and I am still waiting.

Thank you very much, d85269088, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. 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 many unresolved complaints marked "No Reaction Policy", we keep on trying.

My account has already been verified, but I have been trying to withdraw for two days, and the withdrawals are declined, according to them, due to technical problems.

Hi d85269088,

I’ve reviewed your case and I'm sorry to hear about the difficulties you’re experiencing with your withdrawal. I will do my best to assist you by reaching out to the casino. We will see what can be done once I receive their response.

Dear Helabet Casino, I would like to invite you to join this conversation in order to help resolve the player's complaint. Could you please provide more information regarding this case? Specifically, I would like to understand why the player’s withdrawal requests were denied.

I look forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hello, it's been almost a week since I was able to withdraw, I already sent all the requested documentation and the casino keeps saying that it's due to technical problems, I feel like they're making fun of me.

Thank you for the updates, d85269088.

I hope the casino will provide us with more information shortly.

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.