A player from Singapore deposited money to claim a bonus but discovered the games in their jurisdiction didn't contribute to the wagering requirement. When they cancelled the bonus, the site also took away their deposit of 0.39789 ETH. No response has been received from support. The complaint was resolved as the player's missing balance got credited.
Heybets Casino - Player's deposit confiscated after bonus cancellation.
Amount: 1,113 $
Heybets Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.3
Heybets Casino has a Safety Index of 2.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Deposited money into the casino to claim its bonus but realized that the games in the jurisdiction did not contribute to the wagering requirement. Cancelled the bonus and the site took away the bonus ETH together with my deposited 0.39789 ETH. Tried contacting support but no response was received.
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1 year ago
Hello domgjj,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heybets Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How much was your real money balance when you canceled the bonus? Did you play any games while your bonus was still active? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Hi, I am not sure if y account is verified as the interface is quite poor with no way to tell if I have verified the account. My ending real money balance was $1665.68 USD and yes I did play the games with bonus active otherwise I wouldn't have known that it was not counting towards the wager progress. Last spoke to them around 0848 (UTC +08:00).
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1 year ago
Here you can find 2 screenshots of all the wagers I made with the bonus active. As you can see I was actually up a net of 25 dollars. However, all my money disappeared once I cancelled the bonus. Inclusive of my deposited ETH. Still no reply from support.
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1 year ago
Once I sent them a thread from this site they credited the lost ETH into my acc immediately. Complaint has been resolved.
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1 year ago
Dear domgjj,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
