Heybets Casino - Player's withdrawal is delayed due to unfinished verification.

After playing for a few weeks on Heybets, nothing was wrong. nice, money in and out. And after I tried to make a cash-out for 15k a few days ago, problems started.

I try to contact them on Discord as well, but it's hard to answer and from what I can see, they avoid everyone and give difficult answers, I can't understand how an identity verification process can take so long

The first attempt to withdraw the funds was on 02.01.2024

Then there were several attempts canceled by me because I could see that everything was moving slowly and until today 12.01.2024 I still made requests for withdrawals of funds

Regarding the KYC process

I have provided the necessary documents on the support chat for over a week or so and still no positive answer

Dear emanuelrpg, 

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been approved by the casino yet?

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, 

Veronika

I provided the front and back of the identity document and an account statement (revolut) which also contains my address

this happened 1 week ago, as it appears in my live chat

I did not receive any response from the casino to provide me with information such as whether any document was approved or if they need anything else...

I most certainly sent these documents on January 3, 2024!

they asked for my documents again yesterday, so I sent them some videos and some pictures of my ID and a picture of me and my ID along with a sheet that says my casino username along with the date, I hope they will finish the checks as quickly as possible

Thank you for the update. Customer support asked you to provide a photograph of your passport in a different format. There is probably some problem with the clarity or legibility of your documents. Please make sure that you upload your identity documents in high resolution and with all four corners of the document visible.

I sent the casino some pictures of the front and back of the document as well as some videos, I said that maybe they will be useful to you, anyway I want you to invite the casino to this complaint to get some answers from them, luke will show me

Thank you very much, emanuelrpg, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi emanuelrpg,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. 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 if you have received the last documents from the payer?

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

Kind regards,

Natalia

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.

Hello Natalia,

Sorry I missed that complaint and the timer went to 0.

I attached you our last message to the player. We are still checking the provided documents and will contact him today or tomorrow!

Best regards



Thank you for the reply, Heybets Casino.

Dear emanuelrpg, please let us know if you receive any updates from the casino in the nearest time.

Dear emanuelrpg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

on February 9th they asked me to provide additional information regarding my Source of Wealth

after I sent that reversed account statement, I didn't get any reply from them, I kept sending them messages but nothing new from them....

Thank you for the updates, emanuelrpg.

Dear Heybets Casino, would you please check if the requested document was received and if there's any progress in the case?

Hello Natalia,

There are no open withdrawals on that account.

Best

Dear emanuelrpg, could you please let me know if you have cancelled your withdrawal request?

What is the status of your verification at the moment?

Dear emanuelrpg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.