Heybets Casino - Player's account has been closed without reason.

On novemeber 3rd i made a withdrawal of 1650€, but i wasn't able to withdraw it instantly because it was needed to verify and confirm withdrawal manually by the administrator. By their terms, it should take max 72hours to complete withdrawal, but it was more longer than that.

At first they told me that they got no updates from finance team and etc. after a while they even started ignoring my messages on their site and on telegram. I started to feel worried why, because i was playing there for years and there was no terms and conditions violated.

And after more time trying to contact them, i got logged out and when tried to log in back again got a message " account is not activated" . This message has been seen by a lot of users when i did research on google, and the same problem, ignorim messages, not giving any info why this happened and etc. I'm not suprised why they have such a low score of trust and everything.

Also want to notice that they do not even have a license to have a online gambling site, because they were using GC Curacao license which is not valid anymore , because GC Curacao has ceased all operations on august 18th, and they even noticed on their page whoever are still using this license on their online gambling sites with this license are illegal and fraud. So how they are still here scamming other people and randomly closing their accounts for no reason and without telling them nothing why they did it. This is a lot money for me, i wagered around 150K in here, and thats how they treat me back? I have all proof and all logical answers that I did nothing wrong.

Dear Sevenas,

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. 

However, since you are currently unable to log into your account, could you please specify if this was the first time you attempted to verify your casino account?

Which documents have you sent to the casino for verification? Have any of your documents been checked and approved?

Have you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus?

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

They never asked me for any documents, or KYC procedures. I did not used any bonuses, never. I did a lot of withdrawals earlier, even over 3k , all withdrawals always was made to crypto wallet, never used a bank transfer or credit card.  

Also want to notice that i made first withdrawal on november 3rd as I stated in my complaint. But today I cancelled it and tried to make another withdrawal by splitting that amount to 800€ and 850€ hoping that it won't need any confirmations, because the amount is lower, but still no...

We had a good connection with VIP host, always gave me bonuses, answered instantly, never had to complain about nothing, everything was perfect . I have never violated any terms, created duplicate accounts , or try to scam somehow. It is really sad and disappointing. 

So, just to confirm: you've been playing at this casino for several years, successfully withdrawing funds, and have never previously been asked to verify your identity—is that correct?

Were your earlier withdrawals processed instantly, or did they also take some time?

Additionally, did you accumulate your latest winnings with or without a bonus? And could you specify what types of games you were playing—slots, live casino, or sports betting?

Lastly, are you currently able to log into your account, or is access still restricted?

I cannot still login , it says the same " account not activated. And I havent been asked for any identity verification.

Yes, earlier withdrawals were fast enough. My last winnings were without bonus, and I have played casino only.

Thank you very much, Sevenas, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Heybets Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

I hope you will do and make this case solved, and I hope heybets team will do the same, because i had a really fun time playing here, i mean i wagered 150k, im not a short term bypasser who tries every casino , i've been here for long, and they should treat me right and keep me playing in their casino, because its a win win situation for both sides, im happy - they happy.

Please Max, I know you are the head of support team, and you won't ignore this case, and Luke, my VIP host, who treated me right like a real VIP client and gave me a lot of cash bonuses. This is huge money for me, and if you were in my situation right now, you would be desperate and sad just like me.

Please send this message to them maybe it helps,and they will understand me, they can leave my account locked i don't care, but just please i want my withdrawal to be sent, at least half of it. Thank you...

Dear Sevenas,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Unfortunately, it appears that the casino you’ve chosen has a very low safety rating and a poor track record when it comes to addressing customer complaints. While the chances of receiving a favorable response from them are slim, I would like to invite the Heybets Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Thank you for your understanding and patience.

Dear Heybets Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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 see they don't care anymore 😂 Because they have no license so no one can't contact their regulator, shame...

Dear Sevenas,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on 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,

Kubo