Heybets Casino - Player's account verification is delayed.

In the start of January I registered on Heybets.io and on 10th of January, 2024 requested withdrawal for $300 and on 15th of January requested additional withdrawal for $94.79

Then (Jan 15) they asked my ID copy and proof of address for verification, which is fine and I sent immediately.

After week of silence I was writing emails till got reply "Please submit a self-certified ID: meaning a picture of you holding your ID with the current Date and your Heybets username."

Submitted it instantly. (Jan 23)

Silence again, cause they always say it's up to 7 days but each document they check at least 7 days or more.

Kept asking, on 1st of February got email that have to provide Source of Wealth verification. Sent bank statement with my salary from company.

Today is 7th of February and still nothing, just complete silent.

I sent all documents they asked immediately, but all they do - ask each document separately just delaying verification.

Please, help me resolve this case, cause they got more documents than they need and I also offered video call for verification to speed up this process, but almost 1 month passed since started verification process, will all documents I've sent, my withdrawal till pending.

Dear xwz6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents in the correct format?
• Please send me your recent correspondence with the casino, including your and the casino's responses to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Thank you so much for your help Tomas,

Yes, I provided all the required documents in the correct format.

I provided:

• ID front and back (January 15)
• Bank statement with my name, surname, address, phone and post code (January 15)
• Self-certified ID: a picture of me holding my ID with the current Date and my Heybets username (January 23)
• Bank statement with salary from company, statement clearly states: bank account, my name, surname, address and name of company and sum of money I received (February 1)

Last document sent on February 1st, withdrawal still pending.

Please check your email, I sent to you all detailed info and how everything went chronologically for almost a month.

Today after 9 days of silence, since February 1st, they wrote "To proceed with the verification process, we require a copy of your employment contract clearly indicating your job title."

I sent them contract, but seems like it's just every 8-9 days asking for new document and it's never ending story, cause you they ask it all at once and verify faster, but they don't have any interest to verify identity and make payout.

Would gladly use your help, Tomas.

Thank you very much, xwz6, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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. 

Hello xwz6,

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Tomas stated KYC as well as AML is a very important and essential process.

I understand that the KYC process can be sometimes frustrating and lengthy, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Heybets Casino to join the conversation.

Dear Heybets Casino,

While it's understood that casinos may require various documents for KYC and AML processes, is the employment contract the sole factor hindering the successful completion of the player's verification?

Again over 1 week since I sent (9th of February) last document (employment contract), but my withdrawal still pending and they don't reply to my emails.

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.

Update: today withdrawal was successfully confirmed and money received.

Please close the case as resolved. Thank you.

Great news, xwz6. I'm glad to hear that you successfully received your winnings. While I acknowledge that your user experience in this instance may not have been ideal, it's important to note that casinos must adhere to rules and regulations, and occasionally, the Know Your Customer (KYC) process may take longer than usual.

Anyway, I'm glad the situation could be worked out. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru