The player from Greece had experienced a delay in withdrawal due to extended verification. The casino had asked for additional documents for verification but had stopped responding to the player after 15 days, despite daily messages. The player's winnings had been solely from sports betting, as the casino games on the site had not been functioning. Despite our repeated attempts to communicate with the casino, we had received no response. Consequently, the issue had remained unresolved. We had advised the player to file an official complaint with Gaming Curaçao, the licensing authority. Later, the casino responded and had completed the KYC procedure, allowing the player to withdraw their winnings of €620. The issue had been successfully resolved.
Heybets Casino - Player's withdrawal request is delayed due to extended verification.
Amount: 670 ₮
Heybets Casino
Safety Index:Very lowCase closed
RESOLVED
Case summary
Everything started when I requested my first withdrawal. While their website stated that withdrawals were instant, I noticed a delay in approval. They even proactively messaged me asking for a photo of my ID for account verification. They informed me that the review could take up to seven days. On the seventh day, I messaged them asking if everything was fine with my ID. They replied asking for an additional document - a selfie wherein I'm holding my ID and a piece of paper written with some identifiers. That's when the problem started because they stopped responding to messages. I asked them how many days this verification could take and they didn't respond at all. Since then, eight days have passed, I've received no response despite sending them daily messages to their support. They just ignore me. The entire verification process till now has taken 15 days. I have screenshots and proof of everything I'm saying.
Dear gerasimoskioukas,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
Of course I haven't been told if there is a problem with my verification as they don't respond to my messages when I ask them if everything is ok. This can also be seen in the screenshots I uploaded. People are blatantly ignoring to answer. This thing cannot be called a serious company.
Thank you very much, gerasimoskioukas, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Hello gerasimoskioukas,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Heybets Casino,
Could you possibly provide additional information regarding the verification process and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Hey Michal,
this player has not a single casino transaction.
Only some made sportbets.
Best
Heybets here you answer immediately. In the chat we have to wait 10 days until you finally respond to ask for something extra for identification.
Dear gerasimoskioukas,
Did you accumulate your winnings from sports betting only?
Indeed! I haven't played at all in their casino because none of the games on their site work and I had to somehow roll over my deposits to make a withdrawal.
Dear Heybets Casino,
Is there a reason why the player did not get any reply regarding his verification status or his withdrawal?
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.
They don't care about their score. They are interested in stealing players' money. They are not going to answer, just like they don't answer me in support. 10 days ago they asked for the last document, I sent it the same day as you have "seen" them, I have seen them too.
After 8 days they reply that they can’t open my document. After that I send again the document and they haven’t reply for 2 days.
As you can see I try to make withdrawal for over one month. Is really tragic
Dear gerasimoskioukas,
I am trying to get in contact with the casino internally. I will let you know here in the thread with any updates.
Hello,
we are still checking those documents. Also our sportsbook operator flagged this player and wanted to talk to us about his sports bet action. As there is no casino action at all, thats why we initiated the KYC process.
Thanks a lot for the help! They are too late. They reply every 7-8 days after my inquiry and always ask for something extra. The last time they answered me after 8 days that the file I sent them could not be opened. Next time they will tell me that it is in Greek and they don't know how to read it. I'm sure.
PS I haven't played any slots because none were available on their site until now. Any one I tried to open it gave an error. Somehow I had to make a turnover to request a withdrawal.
Dear Heybets Casino,
Could you give us an update on the verification procedure?
They must be dead. There is no other way to explain why they haven't seen my message in four days. It's really unbelievable that this company got a casino license.
They continue to not respond to any messages. I send them every day and it shows that some of the agents have more than a week to get into support. They are disturbingly unacceptable people.
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.
We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.
We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter.
Should you wish to file an official complaint with Gaming Curaçao (GC), you may do so by emailing complaints@gaming-curacao.com.
For further guidance and information, you can refer to our articles on Online Gambling Licensing Authorities and How to submit a complaint to a regulator.
Should there be any developments or if you require further support, please do not hesitate to reach out to me at michal.v@casino.guru
We’ve reopened this complaint at the request of Heybets Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear gerasimoskioukas,
I have received information from the casino representative that your KYC procedure is finished and you can withdraw your winnings. Please let us know here in the thread when you do so and also when you receive your funds. I am looking forward to hearing from you.
Hello!
I was also informed about this.
My withdrawals of €620 have been approved !!
I received all my money!
Thanks a lot for your help Kazinoguru!
Dear gerasimoskioukas,
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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal V from Casino.Guru
