The player's account got blocked for playing from a restricted country. After initially closing the complaint as unresolved, the casino decided to reconsider its position and found together with the player a suitable solution for both parties.
Heybets Casino - The player's account got blocked.
Amount: €38,000
Heybets Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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12 months ago
Translation
Hello, I wanted to comment on Heybets.io, I won 38,000 dollars in this casino and my payout was rejected and my account was blocked on the grounds of illegal gambling, but days before I was paid out 2x 1000 euros and then the large sum is Suddenly something like this on any contact I get no answer will be ignored or messages deleted
I have taken legal action against these scammers and hope that they can agree what do you think about it
I also know other people who have the same problem when it comes to paying out a lot
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12 months ago
Hello ArmiiN,
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? Did you accumulate your winnings with real money or did you use a bonus? 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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12 months ago
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My account was verified on the day of the spears and then blocked and yes with real money I have accumulated it and last conversations was about 1 week ago since I get no answer the blocked my account it was about the payout I am patient should
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12 months ago
Hello ArmiiN,
Can you please forward your communication with the casino to nikolas.b@casino.guru?
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11 months ago
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Good morning, is there anything new? Did my email arrive
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11 months ago
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Good day there is already something new I know I should be patient but it. Keeps me busy
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11 months ago
Hello ArmiiN,
Can you please advise if you did use VPN to access the casino website? Did the casino refund any of your deposited money?
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11 months ago
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I didn't use a VPN and no, I didn't refund anything, just paid out 2x 1000 profit beforehand, but then when it came to the 38,000 I was blocked and no contact is possible, I write every day and get no reaction from them
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11 months ago
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Support as well as discord as well as email tried everything every day I get no answer from anyone looking for a refund I didn't get it I just want my 38,000 that I won before that I was paid out and processed 2x 1,000 which I can even prove based on the history with the vip manager who released it to me and suddenly when it was about 38,000 no one wanted what I was blocked and my money is gone how can something like that be if you still advertise yourself on your homepage with the largest or e you crypto casino in Germany
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11 months ago
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Is there anything new tried again to get in touch was only dismissed with the sentence if the department or manager was interested in contacting me they would have done that screenshots everything
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11 months ago
Thank you ArmiiN for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
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Okay, and is there anything new because of my money? It's up to me
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11 months ago
Hello ArmiiN,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Heybets Casino to the conversation to participate in the resolution of this complaint.
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11 months ago
Hello Everyone,
My name is Max, serving as the Head of Support at Heybets. I'm pleased to step in and provide clarification on this matter.
As detailed in our correspondence to the concerned player, the detected activity originated from a country that is, unfortunately, on our restricted list. We are vigilant and proactive in identifying such instances and, upon detection, we promptly suspend the player's account.
However, it's crucial to note that we always ensure the player's deposited funds are fully refunded. This way, no one finds themselves at a financial loss due to this restriction.
In this particular situation, the player was even able to withdraw some of their winnings before the detection, which is indeed fortunate.
For a comprehensive list of our restricted countries, please refer to our Terms of Service or consult the information available on our CasinoGuru Page.
I'm here to assist you further, should you need any additional information or have any more queries.
Warm Regards 🍀☀️
Max
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11 months ago
Translation
What nonsense you even advertise with the title best cryptocasino in Germany and I get no answer to every contact attempt you have a lot of players from Germany you know that yourself and then you pull something like that before you and your vip supporter knew where I came from I was told I shouldn't worry and just because the win is so big you pull something like that just because I paid out winnings you knew it 100% where I come from I even had an affiliate link with you and advertised for you and just because I won so much you draw this card Above all you should then block registrations from the countries like any other casino where then comes from your region not allowed I have NOT used VPN Registration is normal
Germany is forbidden in your terms and conditions, but at the same time you advertise Germany in your header with WIN BIG IN THE BEST CRYPRO CASINO IN GERMANY
See link
YOU HAVE GERMAN STREAMERS AS PARTNERS THAT GERMAN PEOPLE APPLY THROUGH WHICH I ALSO FOUND YOU
SO THIS STATEMENT RESULTS IN ZERO YOU JUST WANT TO PAY
you can also pay in from Germany but suddenly not pay out and we're blocked that doesn't make any sense you're trying to talk your way out of it so as not to pay
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11 months ago
Hi all,
Thank you for your replies.
Dear Heybets Casino team,
Do you always let players from restricted countries register in your casino or was Germany newly added to the restricted country list?
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11 months ago
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Now they'll say no, not really, that was a mistake or accuse me of something new so they don't have to pay, or they're just sitting together and thinking about what the answers said
my brother tried to log in and it worked without any problems
another colleague of mine also went smoothly
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11 months ago
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Here you can find all pictures Dear Guru Team
https://postimg.cc/gallery/bY4rtVs
where I was congratulated on my win where I was written on a basis of trust where it is obvious that I am German and much more with the user of Telegram from heybets vip support and where they try to get rid of me that they are not interested in contacting me and to clarify that
also that they had partners through whom I came across heybets luckily I take screenshots of everything
if heybets doesn't want to pay me i'll play all were there you can see how customers are cheated out of their money and i have reach as well if i tell people who also have a lot of reach you can see from my screenshots everything that heybets is just trying to talk out in order to pay nothing
I also have a colleague @casinostremer88 who is also represented here who was able to register and deposit from Austria without any problems
this just shows that they don't care at all about restricting people from banned countries but gratefully take their money and then block it
but the main thing is to advertise big on the start page for banned countries but then talk big about it being strictly controlled and in my opinion everything is only controlled when you win big so that they don't have to pay it out and that's fraud rip off everything
If I had never wanted to pay out, my account would definitely still be active because my money and that of my viewers is taken with pleasure by the purest rip-off at this casino
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11 months ago
Hi everyone!
I'm not sure if the last replies of the player are already visible in this thread but as shown in his own screenshot of the T&C Germany was prohibited from the very beginning.
I believe this can also be checked by looking at the cached version of the website and of our CasinoGuru overview page.
In regards to the other claims made by the player:
- It is not true that the player was part of our affiliate program
- We currently also do not advertise with any players based in Germany
- I do agree that the one headline on our website is a bit misleading. It was generated by automated AI translation. We'll make sure to have this changed but again I need to point out that the T&C that the player agreed to are binding.
- We also have efforts in place to detect gaming activity from Germany and then take swift action to KYC & block these players if they are indeed residing in Germany. We do not IP block all general traffic since our Fantasy Sport Game will be available in Germany. But if casino games are attempted to play providers generally block restricted regions.
- We have VIP Hosts from multiple countries. I checked the screenshots and our VIP Host never told the player that playing from a restricted country is ok.
Please let us know if any further information are needed from our side.
We are also currently checking this dispute with our regulating authority in Curacao and I can advise the player to also open a complaint there:
https://www.curacao-egaming.com/public-and-players/complaints-landing
Best Regards,
Max
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11 months ago
Translation
I have screenshots from GameBros777 that I got from you via an affiliate link
I never said you recruit Stremer in Germany I said you recruit German-speaking Stremer who recruit German players
see my galary link above there you can see that the GAMBROS777 were your partners at that time
You can see where the player is from with every payout and deposit and you want to tell me you only found out after the big payout you were not even willing to contact me, let alone I was told if you were interested in contacting me you would have accepted it anyway Your registrations from restricted countries and deposits, but it is clear that I speak German or did I speak Japanese with Luke, I have also contacted you several times and never got an answer, nor did the support 5000 times I was ignored
I'm willing to find a mutual, lonely settlement but you apparently aren't
you also admit that it was a mistake of yours with the German one. Advertising and the error is not my fault but yours
Your vip host didn't mention that it's forbidden but congratulated and said I shouldn't worry that it'll be fine
And since I've already been paid out 2x 1000, I assumed that everything was ok
which again is your fault
I would never have played if the ad above for Germany wasn't so big it's your fault not mine and I should be punished for it just pay me my winnings the 38,000 and I'm gone and make sure that this doesn't happen to anyone else in the future apparently your review is questionable if you only start to check the big payout but as long as you deposit everything is ok
AGAIN TO CLEARIFY I WOULD NEVER REGISTER MYSELF IF YOU WOULD NED ADVERTISE FOR GERMANY STAND TO YOUR MISTAKE AND PAY ME OUT AND DO IT DIFFERENTLY IN THE FUTURE SO THIS NED HAPPENS MORE
I AM RIGHT TO MY WIN
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11 months ago
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an example from CasinoStremer88 from Austria
Hello dear Heybets team!
I have a question, I live in Austria and was able to register with you & deposit money and not just once.
Why do you even give players the opportunity to register with you even though it's a restricted country?
And why do you accept deposits?
By then you have to notice that people are playing from countries that are restricted.
I'm addressing this because of Armin's complaint.
You allowed him to register & pay money.
You also confirmed and transferred a payout of €1000 to him twice.
In all this time you have NOT noticed that the player is from Germany?
You also had a conversation in which a German obviously wrote to your customer Armin.
All these factors and many more clearly show that you knew exactly where the player came from.
You didn't find it necessary to block the player & also to advertise on your home page with Germany.
For example, I can register with you right now and deposit money.
I think all of these are mistakes on your part and the player Armin can't help it that you make mistakes & certainly not at all he can know that you will be banned from playing if he has successfully received 2 payments and you have congratulated him on it.
The way you ignored the player afterwards is also a disgusting act on your part.
I think you should pay the player and make sure in the future that players from restricted countries can't even register.
The other casinos can do it too!
With the others, you can't get to the page at all because it is automatically blocked.
I think it's cheeky and a scam to present the player as guilty so that you don't have to pay.
The only correct answer to this complaint would be to pay the player in full!
And then to say that the deposits are not refundable because he had 2 withdrawals is even more ridiculous.
You're certainly not doing yourself any favors with this campaign, that's for sure.
Best regards
CasinoStreamer88
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11 months ago
Hi all,
Thank you for your replies.
Dear Max and Heybets Casino team,
Unfortunately, we can't accept your decision and are convinced that the player should get paid in full. Technically, yes, you stated in the casino's T&Cs that Germany is restricted. However, if you advertise the casino as the biggest "Crypto Casino in Germany", don't use any IP blocks, and don't ask players, where they are from in the registration form Casinos, a casual player or a player with experience with other casinos would never suspect that Germany is restricted. You can read more on this in our Fair Gambling Codex here: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries. I'm pretty sure that you don't send the money spent on games back to players when you find out that they are from restricted countries.
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11 months ago
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Thanks for your humble opinion
as soon as they pay me I would have all posts removed until then everything remains public and as you can see the first people have taken notice
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11 months ago
Hey everyone!
Thanks for pointing us to your Fair Gambling Codex, Peter.
We have opened this case with our regulatory authority and will adhere to their decision. Peter, if you share your e-mail with me, I'm happy to forward you our letter to them.
In any case, we'll make sure to fix the translation bug with "biggest crypto casino in Germany".
I want to point out that we do use IP Blocking at the moment.
Best,
Max
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11 months ago
Translation
How do you use ip block if you can still register you keep trying to talk your way out and you know that Curaçao doesn't work fairly right now just pay me my money
I would also like to see the letter
that's not fair what's being deducted from me just to not pay me
you make mistakes and it's my fault that doesn't make any sense you're scammers to the power of 10
Ihe know exactly that this away with Curaçao
Will vote for you because they always vote for casinos that's why you go the way you're just looking for ways not to pay me
you are not even ready to find an agreement
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11 months ago
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Worse is what gets you to go to your regulator or complain because if your license doesn't exist you aren't licensed when you check with them
see link picture
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11 months ago
Dear Max,
I'm pretty sure we all know what the regulator's decision about this case will be. I'm afraid, however, this doesn't change our position.
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11 months ago
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Thank you Peter, one of the people who say it, they know I'm right and are looking for ways not to have to pay because they don't want to pay
Dear heybets team, the easiest thing for everyone would be you pay me, don't ruin your rating and your reputation because I think the way you're making yourselves more ridiculous in public, you're not doing yourself any favors, I think over a thousand people have read this and everyone will become my or be Peter's opinion
so just pay me and it's all done
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11 months ago
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I think the dear HeyBets team will not answer anymore
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11 months ago
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It looks like heybets doesn't care and I think they won't answer like scammers do
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11 months ago
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I don't think anything really comes from heybets anymore, they get through with their scams 🥲
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11 months ago
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Hi Peter
is there already something new and can they make it so easy?
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11 months ago
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Hello Peter & Max from the Heybets team
As I have noticed through many meetings and discussions, various Germans were paid out after me by Kleine, also with residence in Germany. Amounts of 300 euros up to 70,000 euros, but suddenly there is a problem for me. I got that recently 70,000 were paid out to a German resident in Germany without any problems, just as small amounts by bank transfer to others where you have seen that you are German based on the IBAN
what's the point of all that shit with me why don't you just pay me off
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11 months ago
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.
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11 months ago
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and they just come through with their scam. ?
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11 months ago
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Peter is there nothing more you can do?
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11 months ago
Hello ArmiiN,
Unfortunately, it seems that the casino's decision is final. 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 respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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9 months ago
ArmiiN has informed us that they have reached a resolution with the casino regarding the dispute, and the complaint has been successfully resolved.
Dear ArmiiN
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. 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,
Peter
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