The player from Lithuania experienced difficulties with withdrawing money from the casino. His account was blocked after he submitted four withdrawal requests without receiving any of his winnings. The Complaints Team clarified that the issue was related to sports betting and did not fall within their jurisdiction for intervention. Consequently, the complaint was rejected due to insufficient insight into the specific circumstances surrounding sports betting accounts.
Heybets Casino - Player is facing withdrawal issues.
Amount: €6,000
Heybets Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.3
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Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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4 months ago
Dear taurasbutautas,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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4 months ago
hello, they didn't write to me why they blocked me, my brothers created an account and wrote to them, I wrote to them immediately, they haven't found my messages for 10 days, the interesting thing is that the brothers asked if they needed verification to play with you, they wrote no.
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4 months ago
Please allow me to ask you a few questions to clarify your situation.
You submitted 4 withdrawal requests to the casino, and then your account was blocked?
Could you please advise if you passed the full KYC verification or if you at least submitted your identity documents to the casino for verification?
Do I understand correctly that you are not the only person from your family who created an account in this casino? How many of your relatives play there? Does any of them have an account that has been fully verified?
Could you please specify what types of games did you play? Were they slots, live casino games, or did you participate in sports betting?
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4 months ago
hello, I only bet on sports, I didn't need to do kyc verification, they didn't ask for it, they just blocked it, I have an acquaintance and they didn't need it, there were 4 transfers and I didn't receive any of them.
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4 months ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I am forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
