Heybets Casino - Player's cashback funds have been unjustly reduced.

I am a player on Heybets.io. I have wagerd almost 100k. My monthly cashback showed about 580, then it was suddenly depleted to €50. I build it up again, i’ve reached an amount of 230. Then it completely vanished, at the time to cash it out it suddenly only said 19 dollar.

I was shocked i made multiple complaints, they promised to boost it to the correct amount, but when the time came they said it was a mistake the amount shown were not correct etc. Total lies.

Dear Nadskoo,

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. 

• Has the casino explained how much is the correct amount of rakeback you should have received for the month?
• Have you played with the rakeback ever since it was credited to your account, please?
• What does the disputed amount of €800 refer to in this situation?

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,

Tomas

Hi Tomas,

1. They were really vague about the amount i should receive. But the numbers did not lie
2. I have played with both the daily and the weekly rakebacks, wich were both in the hunderds of dollars, my weekly was at one point like 300 and had no problem getting that
3. The first 560 was the amount that was first shown as my monthly rakeback, because i played a huge amount in a short period of time so it was building pretty fast. Then at one point is was completely gone. This happened a second time with an amount of 230+

The funny thing is how i caught them cheating the balance. Is when my monthly was reduced to €50 euro they said that this is the correct amount and that i had wrong numbers. But when the actual monthly revealed itself it was 19 dollar. According to them this is the correct amount once again.

So when the hell is it actual the coreect amount they keep changing it for their benefits.

Also they don’t show how much your monthly is just at the point when you can cash it out. So they can steal your money without you seeing it

Thank you very much, Nadskoo, 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.  

Hello, Nadskoo!

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!

Hello Pavel!

we just introduced the monthly bonus feature to our site and players and had some starting problems with the first bonus amount, this is correct. The amount was too high and was changed/fixed already (like the player is stating as well).

Right now everything is fixed and correct and all the amounts are the exact correct amounts the player should receive.

Best Regards

How can you say it was to high?

When you paid my weekly it was a good amount. I had dailys where i received €100. How in the world does my monthly pay 19 bucks

Thank you Heybets Team!

Could you, please, clarify how much has player wagered, how much have they received before the deduction and how much should they have received if everything had been calculated correctly?

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. 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 might 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. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Hello, Nadskoo!

We have received a reopen request from the casino along with the better explanation of what happened. Briefly, the error in question was only on the visual side. The problem is that bonus amount was only shown to you incorrectly, but had not been yet claimed, therefore, there were no funds in your account to which you would have right to claim. I hope I explained it clearly enough.

Now, I will reject your complaint.

Respectfully,

Pavel K

Casino Guru Team