Heybets Casino - Player’s withdrawal has been delayed.

Hello, so I use this casino for a while now, and I haven't had any problems with it. But last week I won some money from sports betting and I decided to withdraw it, 12 hours went by and I still hadn't recieved my money so I decided to reach out the support team via live chat, they almost instantly replied that the withdrawal should go thru within 24 hours (it's mentioned on the site that the withdrawals are instant). So 24 hours went by and I still didin't get my money or any updates on the status, so i wrote the support team another message to ask what's wrong, I didn't recieve any asnwer or money for two weeks now. I tried to contact the support team multiple time since then, but they're ghosting me. (Keep in mind that I have recieved my previous withdrawals)

Dear b.pijus,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear b.pijus,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, Nick!

I didin’t recieve my money, and they deactivated my account with pending withdrawals. (There was no reason specified.). 😉

Hello?

Also, here is a screenshot of my pending withdrawals that I took before my account got deactivated.

Dear b.pijus,

Could you please confirm if there has been any communication between you and the casino regarding this issue? Did they provide any specific reason for blocking your account?

Please note that if the issue is related to your sports betting activity, we regret to inform you that we are unable to assist further, as we handle casino-related matters only.

Best regards,

Nick

No, I tried to contact the casino to get the reason for blocking my account, but sadly I didin’t get any response from them. And I want to infrom that not all my withdrew money is from sports betting.

Dear b.pijus,

Thank you for the information you’ve provided so far. Since we don’t yet know the reason for your account being blocked, I’ll be forwarding your complaint to my colleague, Michal (michal.k@casino.guru), who will assist you from here.

Please note again, that if the issue is related to sports betting, the complaint will be closed.

Best regards,

Nick

Okay, thanks!

Hello b.pijus,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I am committed to assisting you, I must mention that due to the lack of cooperation from the casino in resolving complaints on our forum, the prospects of a favorable resolution to your complaint seem uncertain. I recognize that you had no prior difficulties with this casino, however, we have received quite a lot of complaints on this casino that ended up unresolved which has a big negative effect on the casino's current safety index rating. Nevertheless, I will make an effort to reach out to the casino in hopes of providing you with some assistance.

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

Dear Heybets Casino,  

Could you kindly explain why the player's account was closed without any specified reason and without processing the withdrawal?

Hello Michal,

Thank you for your help! I still have some hope because the amout I withdrew is not that big. 😉

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.

Dear b.pijus,

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. The Casino previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed, thus we list the casino as unlicensed at the moment. Based on our findings Gaming Curaçao no longer handles player complaints, but you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com). Maybe they will be able to help. Please let me know how they responded at michal.k@casino.guru if you do so.

I am sorry we could not be of more help on this occasion. If you experience an issue with any other casino in the future, feel free to contact us again, and we will do our best to help.

Best regards,

Michal

Casino Guru