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

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

The following email was received from the casino representative:

Hey,

the player is already fully verified and able to withdraw his money. But he has no active withdraw request.

Best

Dear is13, could you please confirm that your issue with the KYC was resolved? Have you requested a new withdrawal after that?

Dear is13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of is13. The player informed us that he was not able to log in to their casino account (there's an error "Account is not activated").

Dear Heybets Casino, please specify why the player cannot log in. Was his account blocked for some reason?

They opened my account. But my balance 0. They stole my money

Thank you for the updates, is13.

Dear Heybets Casino, can you please explain? Why the player's balance was confiscated? If you have any supporting evidence, please send it to my email at natalia.b@casino.guru

My balance is shown in my account

I have been waiting for withdraw

Let me know, is13, if the status of your withdrawal request will change to "processed".

They do not pay

Dear Heybets Casino, can you please update us on the status of the player's withdrawal request?

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 Natalia,

The player's money has not been confiscated. His balance is still in a pending withdrawal status.

The player is currently undergoing the KYC process, and we are verifying his source of funds at the moment.

Best regards

Dear Heybets Casino, could you please specify any timeframes for the checks? If I'm not mistaken. the whole KYC process started in February, and it's been 5 months since you've been conducting different reviews.

Hey Natalia,

we are still waiting for an answer after the last reminder.

Best Regards

5 months. I am still wait

Dear is13, what documents exactly you were asked to provide? Have you already sent the translated versions?

I do not know. How to translate my document? I have to use google translate ? I made deposit 100 usd.

Dear is13, you haven't specified what documents you were asked to provide. If this is an official document from the bank, you could request the issuer an English version of the document, many Russian banks may do this on request. Moreover, have you tried to ask customer support about the required type of translation?

Nevertheless, I hope that Heybets Casino representative can specify if the documents must be translated via translation agencies or if simple Google translation is enough.

Please provide a brief description of the source(s) of your funds. This might include earnings from employment, investments, business activities, inheritance, or any other significant sources.

I work as an engineer. I sent my earnings from employment. I ordered this certificate at my work. I work in Russia. We do not issue certificates in English

Dear Heybets Casino, please specify the requirements for the translation of the documents for KYC.

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,

Unfortunately, the casino stopped responding again. 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

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

Dear is13, have you managed to provide the casino with any translation after the complaint was closed? The casino representative wrote the following:

we need an official translation. A Translation agency would be great.

Dear is13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

yes. I sent my certificate in English

Dear Heybets Casino, please update us if you have received and reviewed the document.

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,

Unfortunately, the casino stopped responding again and I'm forced to mark the complaint as "unresolved" in our system since we haven't heard from the casino representative and the case was stuck with no further development or updates from the casino. 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 you haven't contacted the licensing authority yet, I recommend you to do so (complaints@gaming-curacao.com or via the 'Contact' button found on their website). 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