Heybets Casino - Player experiences withdrawal delay and lack of response.

Since 1st February I have requested a withdrawal and still haven't received anything. They requested multiple Kyc documents and still nothing. They do not answer

Dear is13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Heybets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the screenshots of your withdrawal requests from your casino account?
• Have you received any feedback regarding the verification of your account? Is your account verified?
• When was the last time the casino contacted you and what was it about?

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

5th of March:

Please submit a self-certified ID: meaning a picture of you holding your ID with the current Date and your Heybets username.

I immediately sent this photo. And still no answer

Thank you very much, is13, 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. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi is13,

I've reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Heybets Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received the picture of the ID from the player? When can the player expect you to proceed with verification? Are there any other documents that should be provided?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear is13,

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 Gaming Curacao (complaints@gaming-curacao.com or via the 'Contact' button found on their website) 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia