Heybets Casino - Player is unable to access his casino account.

Had account since 2022, wasn't playing much at all there but recently gave another go, and won some money (like300-400),and ofcourse requested my first withdrawal, which i beentoldby support i gonna receive within 24h. Thought its all good but after few hours was trying tologin and it just popped message "your account is not activated"... tried contacting live support, by email, vip host on telegram, and all of them just ignoring messages without any explanation why..

Dear regeneracijaar,

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

When was the last time you successfully logged into your casino account?

Could you please confirm if you passed the KYC verification or if you at least submitted your documents for verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with customer support?

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

Last time logged 38h ago, i wasn't asked to provide any documentation, after requesting withdrawal i contacted support and they said it will be processed within 24h, but after few hours my account become inactive and support stopped replying. My winnings was from monthly bonus, but even if it had wager i completed it as i was playing quite a lot

Thank you for the information. Has customer support responded to you in the meantime?

No, no response in live chat or email, or in telegram

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

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

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. The casino currently operates without a valid license due to licensing policy changes and doesn't refer to any ADR service, therefore, there is no gaming authority to turn to. 

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 could 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. 

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,

Peter