Heybets Casino - Player believes that their withdrawal has been delayed.

HeyBets Casino is stalling my verification and, consequently, my cashout. As a loyal player and VIP Silver member, I have consistently demonstrated my commitment through substantial deposits and extensive gameplay. This makes the current situation all the more frustrating and unacceptable.

I have endured 16 consecutive losses, yet my dedication to HeyBets has not wavered. Despite this, the lack of responsiveness and delay in processing my cashout is intolerable. It feels as though the casino does not care to reply to emails and chats, which is highly unprofessional and disappointing, especially considering my VIP status.

How is it possible for a patronage like mine to be treated in such a manner? The level of service being provided is far below what one would expect for someone who has shown such loyalty and commitment. The continued stalling of my verification and cashout process is simply unacceptable.

I am demanding the prompt approval of my documents and an immediate response to this issue. It is time for HeyBets to show the same level of commitment and respect to its loyal players as we show to the casino.

Thank you for your prompt attention to this matter.

Dear puzzimazzi,

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

Dear puzzimazzi,

Have you received your withdrawal from the casino yet?

No Nick, I was asked by Mr. Luke for additional documents. Despite my clear request from the start to submit all necessary papers at once to avoid delays, it seems they prefer to play these stalling games. It’s quite ironic to be treated like this after my unwavering patronage to their establishment.

Dear puzzimazzi,

Since when exactly is the verification ongoing? Did you provide all the requested documents to them?

I have been undergoing verification since June 23 and have provided all the requested documents so far.

Thank you puzzimazzi for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They’re still checking my docs, Nick. Normally, KYC takes max 48 hours. If they’re serious about getting this sorted, let’s speed up the complaint process, Nick. Cheers.

Dear puzzimazzi,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Heybets Casino representative to join this conversation.

Dear Heybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hey Mirka,

The player is currently undergoing KYC. We are in the process of verifying their documents.

Best Regards

Mirka,

I'm reaching out regarding my ongoing withdrawal issue that's now dragged on for over a month. This situation has become absolutely ridiculous.

Let me be clear: I've been a loyal VIP Silver member for 6 months, making substantial deposits and putting in serious playtime. The way I'm being treated is unacceptable.

Recently, Mr. Luke asked me to provide documents in a different format, even though I had already submitted a perfectly readable PDF through the chat system and by email. I immediately complied, sending high-resolution images as requested. Yet here we are, still waiting.

It's becoming painfully obvious that HeyBets' business model is built on frustrating players, hoping they'll either cancel withdrawals or gamble away their winnings. This is not just poor service - it's predatory.

I deeply regret ever depositing a cent with HeyBets. After half a year of patronage, to be treated like this is shameful.

Dear Heybets Casino,

Could you please inform us, if there has been update in the verification process?

Thank you

UPDATE:

Just when I thought it couldn't get worse, HeyBets hit me with this:

"We don't accept documents in a foreign language - please translate them into English and send them back to us so we can continue the KYC process."

After a month of back-and-forth, NOW they ask for English docs? Unbelievable.

I immediately sent my bank statement in English. At this point, I'm jumping through hoops like a circus act.

This endless runaround is clearly their strategy to wear players down. I've cooperated fully, but my patience is gone.

Just to keep everyone in the loop on this ongoing KYC verification nightmare with HeyBets Casino:

1. June 19: Cashout request submitted
2. June 21: Documents requested (passport and proof of address) - provided same day
3. July 2: Selfie with date and username requested - provided same day
4. July 10: Proof of wealth source requested - provided same day
5. July 18: Can't open PDF, alternative format requested - provided same day
6. July 25: English documents suddenly required, bank statement in English provided same day

Over a month of constant back-and-forth, new requests popping up like whack-a-mole. Each time I've responded immediately, but they just keep moving the goalposts.

This pattern is beyond frustrating. It's clear their strategy is to delay and complicate the withdrawal process as much as possible.

Dear puzzimazzi,

Have you received any information about which documents are missing to complete the verification process?

Mirka, I want to confirm that there are no missing documents for my verification process. As clearly stated in my previous message, I have already submitted all required documentation. Specifically, I provided the bank statement in English, which was the exact document requested to complete the verification.

Dear puzzimazzi,

Has there been any update in your verification process?

No update yet, Mirka. It's been 46 days now.

Just to keep everyone in the loop on this ongoing KYC verification nightmare with HeyBets Casino:

June 19: Cashout request submitted

June 21: Documents requested (passport and proof of address) - provided same day

July 2: Selfie with date and username requested - provided same day

July 10: Proof of wealth source requested - provided same day

July 18: Can't open PDF, alternative format requested - provided same day

July 25: English documents suddenly required, bank statement in English provided same day

Over a month of constant back-and-forth, new requests popping up like whack-a-mole. Each time I've responded immediately, but they just keep moving the goalposts.

Dear Heybets Casino,

Could you please inform us, what can be done to speed up the verification process?

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 contact the Curacao Gaming Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of puzzimazzi. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear puzzimazzi,

Have you been able to pass the confirmation of your address as mentioned in e-mail?

Dear Mirka, I am still waiting to receive the confirmation letter in my mailbox. I have requested proof of dispatch on two separate occasions but have not received any response regarding this.

Dear puzzimazzi,

Has the casino reached out to you since our previous message?

Dear Mirka, I am still waiting to receive the confirmation letter in my mailbox.

Dear farshchi,

Since there has been still no progress in the right direction, and we did not received any reply from them, there is, I am afraid, not much I can do at this time. That is why I am closing the complaint as 'unresolved' again. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka