Heybets Casino - Player's account has been closed.

Hi Casino Gurus,

it is now over 14 days since my Heybets withdrawal was requested. This has still not received & I have since been notified than my account has been closed due to 'multiple accounts' despite this being my one & only account at Heybets.

17 days ago I created an account at Heybets and took a 200% deposit bonus. I then deposited approx $100 in Litecoin crypto and was credited approx $300. I started to play. 24 hours later I had met all wagering requirements (40x i think, around $12,000 staked). I then converted my 'heybucks' into litecoin and initiated my withdrawal to my Binance crypto wallet.

24 hours later my account had been deactivated so I contacted Heybets support to find out what was wrong and where my withdrawal was. Heybets support coyldnt tell me any info at all and could only say that they were 'investigating' and that they had escalated to a supervisor.

Seeing that other posts on this site all have the advice to wait 14 days before raising a complaint I tried to be patient and wait for a response.

A response from a Luke Jackson at Heybets Support finally came around 1 week later informing me of the below -

Dear (name deleted)

We regret to inform you that your account with Heybets must be closed due to §6.3 of our Terms of Service (https://heybets.io/tos), which prohibits players from registering multiple accounts. We understand that this may be disappointing news, but we can not allow players to abuse our bonuses and promotions.

We ask that you refrain from creating new accounts under a different username, as this will be detected by our software and the accounts will be closed again.

We apologize for any inconvenience caused by the closure of your account and appreciate your understanding in this matter. If you have any questions or concerns, please do not hesitate to contact us.

Best regards,

Heybets Support

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I replied to this mail a day or two later as soon as I had saw it as below -

Hi Luke,

Apologies. This mail had gone to spam so only just seeing it. 

Confused as this is my only account. I deposited approx $100 in litecoin and had a few wins that left my balance at approx $2900 upon completing bonus wagering requirements. Can you please process my withdrawal?

Thanks

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I am still yet to receive any kind of response to my latest mail from Heybets and have been waiting for the last 8 days.

They have NEVER asked me to complete any KYC and when I did have access to my account there was no obvious place to complete this.

Claiming that I have multiple accounts is a complete lie. Not to mention the lack of KYC i am extremely confused as to why they can be so confident that i have multiple account with them.

Seems like a big scam and they just don't want to pay!

Any & all help greatly appreciated.

Dear Smiggles,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello Everyone,

We're excited to offer an enticingly competitive deposit bonus of 200% up to $1,000. While it's understandable that players might be tempted to create multiple accounts to benefit from this bonus repeatedly, doing so is unfortunately in violation of §6.3 of our Terms of Service, which strictly prohibits players from registering multiple accounts. (You can review our TOS at: https://heybets.io/tos).

Our Anti-Fraud Tool has detected one user who appears to have created multiple accounts. Here is the evidence that substantiates this claim:

• All of these accounts accessed our platform using the same IP address originating from Yerevan, Armenia.
• Each account accessed our platform via Chrome Version 106.0.5249.126 on Android 13.
• The deposits from all of these accounts were made using Litecoin from the same address (LZEjckteAtWrugbsy9zU8VHEZ4iUiXo9Nm), which seems to be associated with a hot wallet of an exchange.

Based on the above, we believe that we have substantial grounds to consider this a violation of our TOS. However, we remain open to giving the user the benefit of the doubt. To verify whether §6.3 of our TOS has indeed been violated, we will require a Know Your Customer (KYC) verification for these accounts. If it turns out that there has been no violation, we will promptly re-open the accounts.

Today, I have reached out to the affected users for KYC collection.

Updates will be posted in this thread.

Thank you all for your understanding and cooperation.

Best regards,

Max

Hi Kristina,

Yes, I use a VPN for internet safety so it would be very likely that someone using the same IP adress as me has created an account at the casino.

The games I played were slots.

Thanks!

Response to Heybets -

1. All of these accounts accessed our platform using the same IP address originating from Yerevan, Armenia.

This is a VPN IP adress. Millions of people have access to this IP.

2. Each account accessed our platform via Chrome Version 106.0.5249.126 on Android 13.

I use the most up to date Samsung 'internet' web browser. Millions of people use this browser.

3. The deposits from all of these accounts were made using Litecoin from the same address (LZEjckteAtWrugbsy9zU8VHEZ4iUiXo9Nm), which seems to be associated with a hot wallet of an exchange.

Binance is the biggest crypto exchange in the world. Quoted wallet LZEjckteAtWrugbsy9zU8VHEZ4iUiXo9Nm has a current balance of 301,000 Litecoin and processes thousands of transactions OUT of the exchange all the time. Your only deposit methods via crypto are Litecoin, Bitcoin, Ethereum. I would assume that you receive hundreds if not thousands of transactions from this wallet every day.

https://blockchair.com/litecoin/address/LZEjckteAtWrugbsy9zU8VHEZ4iUiXo9Nm

4. To verify whether §6.3 of our TOS has indeed been violated, we will require a Know Your Customer (KYC) verification for these accounts.

So I am now at the mercy of other people completing your KYC request in order to PROVE that this is not me? This sounds very unfair. I am guilty until proven innocent by an unknown third party that may / may not complete your KYC request.

I understand that you are a new casino but your logic & 'anti-fraud tool' is extremely flawed. This is not fair.

And the claims by the user are true.

But what are the odds that all 5 users that our anti-fraud tool has detected to be the same use:

• exactly the same VPN server in Armenia (btw - our tool has not detected this IP as a VPN)
• play the same games
• use the same binance hot wallet and the same coin
• share an almost identical username
• share an almost identical e-mail
• have all singed up via the same affiliate link
• use exactly the same browser version on exactly the same mobile device.

I believe the odds of that are smaller than hitting 10 max wins on Gates of Olympus in a row 😉

Hello everyone,

Thank you both for your replies.

Dear Max and Heybets Casino,

Although this single screenshot and your description of the situation are already compelling, I would like to request additional evidence to make a fair judgment. It would be helpful to see proof of another match confirming that multiple accounts were indeed created by the same person. You can send it to kristina.s@casino.guru or share it here. Thank you for your cooperation.

Thank you very much, Max. Upon reviewing your email, it is evident that these accounts were indeed created and used by the same person.

Due to the aforementioned reasons, this complaint will now be rejected.