Heybets Casino - Player's account closed due to region restriction.

Hello

I am posting this complaint following various exchanges on the heybets forum with other players ans Radka.

I deposited 2 times about 500 usd on heybets. About 2 and a half weeks ago I made a withdrawal request for about 650 USD.

The withdrawal remained pending for a week, during which time support did not respond to my messages via email or live chat.

A week after my withdrawal request they contacted me for a KYC request which I answered immediately.

A week after sending back the KYC documents, heybets told me that France was a restricted country and that they would have to close my account.

Yes, after checking, France is a restricted country according to their terms and conditions, but they don't ask for the country when registering, don't block the website from France and let me deposit 2 times and play.

I find it extremely unfair to let players deposit without any hope of withdrawing using this argument.

Finally, I think it's important to point out that I have placed sports bets on the site, which could render my complaint not validé.

However, as sports betting is not involved in this situation, I am taking the liberty of opening this complaint.

Hello Glyf38,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heybets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

In such cases, where the casino does not require the player to enter the country of residence during registration, they should assure at least some kind of IP block so the restricted countries have no access to the website. In any other cases, if they allowed you to play, they should allow you to withdraw your winnings as well and close your account after.

Looking forward to your answer.

Regards,

Nick

Hello

I joined heybets on August 17th and tried to withdraw on August 19 (it was never processed).

I played with money from my deposits only (2 Times about 500 USD). No bonus.

On August 31, after KYC they told me that my account will bé closed because I am french.

On september 1st I asked them if I will bé allowed to withdraw or not and they told my that they will ask management/supervisor about thé détails.

That was the last time they replied. I've tried to reach them since then, but I haven't had a reply.

What is suprising is that I'm still able to log in / connect my account on their website even though they told me they were going to close my account. However, my withdrawal request has not been processed.

I can confirm that there's no blocking of access from France and that I've never had to indicate that I'm French when

registering.

Hello Glyf38,

Could you please forward the communication between you and the casino to nikolas.b@casino.guru?

Hello,

I have forwaded the emails to you.

Please let me know if you have everything you need.

Hey Glyf38,

I would like to apologize for the delay!

You withdrawal has been confirmed now.

Best regards,

Heybets

Hello

I confirm I have received the funds.

I will update thé reviews I posted here and on an other Platform to mention that I received my withdraw.

Dear Glyf38,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru