The player from Italy has faced account deactivation following a prolonged and unresolved KYC process, despite willingly providing all information requested by the casino. This occurred as he was attempting to withdraw his winnings of 2,000 euros.
Heybets Casino - Player's account deactivated amidst withdrawal process.
Amount: €1,507
Heybets Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for casino to reply
3d 15h 59m 52s
Case summary
3 days ago
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3 weeks ago
Translation
Good day, my account was deactivated after months of increasingly futile conversations with customer support. I was set to withdraw my winnings of around 2,000 euros (which I won in December 2023), but they initiated an endless KYC process. Despite providing all the requested information, they continued to contest every single aspect. Consequently, I was unable to make the withdrawal, and suddenly found that my account had been deactivated. I want my money back. Reading through other complaints, it seems they've done similar things to others. I expect my funds to be returned. Please help. Attached are images of the fruitless conversations with customer service. I hope you can assist me, thank you in advance.
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3 weeks ago
Dear Helium,
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 advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Translation
I signed up on 08/08/2023, paid the same day and played on sports bets. I ended up depositing several times because unfortunately the bets didn't go very well. In total I paid a total of $1282.53 into 6 deposits (the site uses bitcoin and gives the data in dollars).
Later I started winning and I also liked the site because it has a vast live and pre-match schedule.
My bets on sports betting, my main type of gaming on the site, have been limited. So I decided to withdraw.
I didn't use any bonuses.
On December 3rd I requested a withdrawal of $2000.
After several emails where every type of document was requested (promptly provided several times) and after having requested many times, I requested the cancellation of the withdrawal again through assistance since I was not allowed to (the initial 2000 euros had become over 3000 with the increase in the price of bitcoin). By canceling the withdrawal they put 2000 back into my account.
Aside from that, after being re-credited I played at the casino, losing about $500.
On March 21st the account was deactivated by them without any warning email or similar. Since then I have been unable to access my account.
Fun fuct, I still get emails with their bonuses for the week.
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2 weeks ago
Thank you for your reply, Helium. I would like to emphasize that our forum Casino.Guru deals with 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 if you achieved winnings focusing on sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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2 weeks ago
Translation
Thanks for the reply. We are still talking about a withdrawal from a site that is also a casino and where in the last period I have played at the casino, spinning my money several times. Furthermore, they closed the account just when I was playing at the casino since sports betting had been blocked months earlier. So at present it is also casino money as I wrote in the previous message. I welcome other sites to contact, but I have a lot of faith in you for a resolution. Please help me
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1 week ago
Thank you very much, Helium, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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1 week ago
Hello, Helium!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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3 days ago
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.
Heybets Casino has 3d 15h 59m 52s to reply
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