Heybets Casino - Player’s account is closed without explanation.

I have had an account at Heybets since 2023, with deposit made since before. I requested a withdrawal yesterday for 300 usd, and was told by support the same day that it will be approved and paid out the next day as the finance department had left for the day they said. Today when I went to log in to my account to check the status of my withdrawal, it says that my account is locked, or more specifically "account is not activated". I have not received any information as to why this has happened, and neither support nor the VIP manager will answer me. I`` been gambling for many years so i always triple check the TOS from the casino to be 100% sure i follow all of their terms.

I was so happy since this was my first withdrawal in a series of quite heavy losses lately. Now everything just feels completely hopeless.

I feel completely left out and the lack of transparency and communication is starting to make me really worried. Can you please help me Casinoguru to move forward with this? :(

Dear gargakev,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

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, I focused on slots almost all the time, maybe a few spins on live games like crazy time.

My account has previously only deposited with crypto but not made withdrawals, it says that withdrawals with the crypto method used when depositing do not need to be verified.

Can you invite them to answer why they were not informed about why they did this please.

Thank you for your reply, gargakev. Still no reply from the casino? If you received any emails or messages with further details regarding this case, please forward them to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello.. no, unfortunately neither VIP host nor support on email answers 🙁

Thank you very much, gargakev, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you gargakev 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 why was the player's account blocked and what can we do to help resolve this issue.

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. Since the casino operates without a valid license and doesn't 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 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