Heybets Casino - Player's withdrawal access is restricted pending KYC verification.

Hi, I wanted to withdraw the 15th of July. I was asked to provide kyc details the day after. I provided it. I have since not heard anything. I cant withdraw during this time due to this error message: "user does not have withdrawal accsess". I have asked multiple times regarding the status of my verification. I have received no answer from their support on live chat or email. Hope to hear from all parties soon.

Hello hptm,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Could you please advise since when exactly is the verification process ongoing?

They requested ID and proof of address 17th of July. I uploaded it the same day. I have been waiting 14 days as of today.

Which documents have been already approved and which ones not?

I have not revcieved any reponse from the casino if my documents are approved or not. I have no problem sending more documents if the casino ask.

When was the last time you spoke to the casino and what was it about?

19th of July where their support where apologizing for the time used on the kyc process. 11 days has since gone by.

Hi, any reply from casino.guru?

Best regards.

Thank you hptm for all the information so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi hptm,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Heybets Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for delaying the player's verification? What is the current status of the documents the player has provided?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi, I received a email 03.08.23 email stating my account was fully verified. I still receive this error message when trying to withdraw: "user does not have withdrawal access". As I am fully verfied and have wagered my balance, I would like to withdraw. Hope heybets can fix this asap.

Best regards.

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.

Hey everyone!

First off, my apologies for our late answer in this thread. Natalia, I have just sent you an email to natalia.b@casino.guru asking for permissions for some of my colleagues to answer to complaints as well. This way we can ensure faster responses here on CasinoGuru.

In regards to the User's complaint:

• I can confirm that the user signed up on the 29th of June on our platform
• He started placing bet's on multiple sport events (see screenshot attached)
• On the 15th of July our Sport's and Odd's Provider "Betby" alerted us of fraudulent activity from the user
• We then deactivated the users account and requested KYC while we investigate their sports activity

We have just contacted our odd's provider again asking them on an update on the investigation.

@Natalia I will also send you Screenshots of the conversation with our odds provider where it can be seen that they confirm fraudulent activity from the user.

Best regards,

Max

Hi,

It is the first time I have been accused of this by heybets (or any other casino for that matter). I am flabbergasted. To understand why, 03.08.23, I received this email from heybets:

 "Hey hubby! :) Your account is now fully verified.🎉 Please note that you can only withdraw after you have wagered your deposit at least once due to §10.2. of our Terms of Service (https://heybets.io/tos). In your case, you still need to wager 6341,23$ before being able to withdraw. If you have any further questions or concerns don't hesitate to contact our support team.🤝 Best regards, Luke"

I played some bets in heybets casino and replied that I had wagered 6400+ usd, but was not able to withdraw. No reponse. No payment.

To go from the email 03.08.23 to heybets message above in this thread, to their email 03.08.23. It doesn’t seem as if my account had done any "fraudulent activity". But 18.08.23, I have? Keep in mind that I could place bets in their sportsbook and casino during the time, 15.07.23 to 03.08.23.

If I must take heybets accusation of "fraudulent activity" seriously, I will say this. I strongly reject heybets claim of "fraudulent activity" in the sportsbook. If I remember correctly the bets I made were placed on champions league qualifiers which finished 11.07.23 and 12.07.23. Their odds provider said, three days later, that these bets where fraudulent? Their oddsproviders odds on this market was in line with the rest of the market at the time I

placed the bets. I placed the bets due to injury news, and the odds dropped the days before the match. To bet on injury news and describe that as fraudulent is strong worded. I welcome proof from your odds provider to be shared. I have placed a number in bets in my life. Never have "fraudulent activity" come up to describe my bets, ever. Not from sportsbooks. Not from odds providers. Not from casinos. None (please see my complaints from 2019 until today). But heybets have.

Heybets say in the casino.guru message above: "On the 15th of July our Sport's and Odd's Provider "Betby" alerted us of fraudulent activity from the user. We then deactivated the users account and requested KYC while we investigate their sports activity."

I will quote once again the email heybets email from 3th of August:

 "Hey hubby! :) Your account is now fully verified.🎉 Please note that you can only withdraw after you have wagered your deposit at least once due to §10.2. of our Terms of Service (https://heybets.io/tos). In your case, you still need to wager 6341,23$ before being able to withdraw. If you have any further questions or concerns don't hesitate to contact our support team.🤝 Best regards, Luke"

I welcome scrutiny. If heybets need anything from me, they have my email. I believe my play at heybets was fair both in the sportsbook and casino. I fully expect my deposit and winnings to be paid. With respect, I ask heybets to reconsider this case.

Best regards,

hptm

Dear hptm,

As your case is sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. If you didn’t know that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only. Although we have received some information from the casino, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Natalia