Helabet Casino - Player's withdrawals are repeatedly declined.

I am very worried with my experiece with Helabet Casino.

I made a deposit and started to play.

When I was able to gain some money, I decided to withdraw, and that is when my problems started.

I tried to withdraw several times, but all attempts were rejected.

There was always this message: Declined by operator. (Payment processing error)

I tried to talk with the support team, and they said that I have to wait or try using alternative methods.

They said that in order to use a new payment option for withdrawing, I firstly need to make a deposit via it and place bets at odds of at least 1.10 in the amount of this deposit or wager it in the casino or games.

So I did It. With 2 other methods.

And when I tried to withdraw using these methods, there was the message again: Declined by operator. (Payment processing error).

It is so frustrating because their support is useless. It seems like they want to make me deposit more money, they say that they do not know when these technical problems will be resolved, they do not seem interested in helping me.

I think this Casino is a scam.

I do not know If you can help me, but I wanted to share this with you, because maybe It could help other people and they never open an account in Helabet.

Here as some usefull information:

- I have never made any successful withdrawals from Helabet Casino before. All of my attempts were rejected.

- There are no options in the website to upload identity documents, but I sent them by email. On my first atempt to withdraw, they only ask me to complete the information on my profile page, like full name, phone number and adress.

- I have not played with a bonus.

- All of my withdrawals are getting cancelled due to a technical error. This is the only reason they gave me.

I hope you could help me.

Thank you so much!

Dear Nathisoen91,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern. Please allow me to ask you a few additional questions to clarify the situation.

Could you please send me the screenshot of your transaction history showing the errors in your withdrawals?

When was the last time you attempted to withdraw your winnings from this casino?

Have you received any response from the casino customer support after you sent them the identity documents for verification?

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

Best regards

Veronika

Hello,

Here is the printscreen of the transaction history:

The last time I tried to withdraw was today.

I have never receive any response on the email I sent the documents.

Thank you!

Thank you very much, Nathisoen91, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Nathisoen91 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Helabet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

After the complaint, the problem was solved.

Thank you!

Hello dear Customer. Kindly provide your player id

Dear Nathisoen91,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter