Heybets Casino - Withdrawal of player's winnings has been delayed.

I have a problem in the Heybets casino, on March 18, I ordered a withdrawal of 1226.16 eur using the usdcoin method, from the day of the withdrawal order the support stopped responding and when I manage to connect with the service agent, he replies that I will forward a request to the finance department to expedite the payment, and that's where it ends. nothing happens . On December 31, 2023, I ordered my first withdrawal at this casino and then I waited 2 days, but the agent wrote me an e-mail apologizing and justified the delay by saying that it was the new year and I agreed with him because we know that there are exceptional situations. Then they paid the funds. Now, unfortunately, I have not had any contact with heybets for 3 days, apart from one message that repeats itself (we will forward it to the payments department). Yesterday, the agent assured me that I will receive my EUR 1,226.16 today at the latest, and unfortunately I still have not received the payment. This is my first complaint about a casino in my life, I thought that if I am ignored, maybe a third party will be able to do something about it. Thank you and best regards, Karol W***

Dear karol1994,

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

Dear karol1994,

Have you received your withdrawal from the casino yet?

Hello, unfortunately I still haven't received my payment. On March 18, I ordered a withdrawal, I would like to add that I once withdrew from heybets and they paid the funds after 2 days. In this case it is much worse. I sent them all the documents they needed. ID card for both sides, a selfie with the ID card and a piece of paper in your hand with the name of the casino and the date. proof of address and proof of source of income. Since the day I sent them all the documents, they have not contacted me. They do not respond to live chat even though they are active, and they did not respond to any of my emails. Since the day I delivered everything to them, they have not responded and do not respond. I wanted to check if this was intentional, so I wrote to them from another device without logging in as a third party. They wrote back, which confirmed my fears that they were deliberately not paying out my funds and were deliberately ignoring me. I have screenshots and video recordings in which they promised me on March 19 that I would receive my funds in a maximum of two days (i.e. March 21). Unfortunately, I still don't have them.

Thank you for your reply, karol1994. Did you use the same withdrawal method in the past? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

As for the method I deposited, it was LTC, but when I try to withdraw, the system does not show LTC but tells me to pay out USDcoin using the USDcoin method, so I ordered it as the system ordered. I have been waiting for my funds since March 18 and nothing is happening. I sent them all the documents they asked me for. The documents I sent are accepted in every casino I have ever played. In my opinion, heybets is behaving very badly, because when it comes to correspondence, I only have one email from the support asking me for documents, of course, immediately after receiving the email, I provided them with the documents, it was on March 25. And when it comes to correspondence with them, I mainly write to them. They don't reply to me. My screenshot i sent you email ok ? Is very much.

Thank you very much, karol1994, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello karol1994,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Heybets Casino’s representatives to join this discussion in order to resolve this issue.

Dear Heybets Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Hello Jakub!

We are still awaiting KYC information from the player.

Best regards

Dear Heybets Casino,

Thank you for providing an update on this case.

Hello karol1994,

As the casino has indicated, completing the KYC (Know Your Customer) process is a standard procedure that must be fulfilled. Please inform me once you have submitted all the required documents to the casino so that we can proceed with resolving your withdrawal issue.

Looking forward to your confirmation.

Best Wishes

Jakub

Dear karol1994,

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.

Hello karol1994,

Have you already received your winnings?

I'm sorry, unfortunately I canceled the payment and forfeited the balance. What is the reason for this? I am a patient player and I can wait a long time for payment, but in this case I realized that I will not be paid. If casinoguru wants to advertise honest casinos, please contact me by email, ok? I have over 30 screenshots, what the heybets representative wrote is a lie, and I can prove it. Why is he writing about KYC? since 3 days after ordering the payment, I sent them my ID, both sides, a selfie with a piece of paper in my hand with the inscription heybets and the current date plus ID in my hand, I also sent confirmation of the address + confirmation of the source of income, and this fraudster after a month mentions the kyc? their behavior is pathetic. And I assure casinoguru that I can prove on what day I sent them the documents, what documents were sent, they were in perfect quality. Additionally, I have evidence that the agents read my messages, as evidenced by the "seen" status on my screenshots, completely ignored me and did not reply, and Teenace and Luke Jackson read my messages in the Telegram application and ignored me there as well. Unfortunately, the representatives of heybets have encountered a difficult opponent because I take screenshots of every inconvenience. I assure casinoguru that I can prove that heybets cheats players and deliberately ignores them. Such a casino should not be allowed to exist on the gaming market. If heybets representatives do not contact me by e-mail (karol9494@vp.pl) and do not offer compensation for what they have done, then I invite casinoguru to contact me and I will provide you with all the screenshots that prove everything.

Dear karol1994,

I'm sorry that things have transpired in this manner for you. However, according to our policy, if the funds involved in this complaint have already been spent at the casino, I'm afraid the complaint is no longer applicable, and I'm compelled to reject it. If you had informed us that the communication issues with the casino were still ongoing, we could have intervened differently. The casino has every right to withhold funds withdrawal until the KYC process is completed. Despite your claim of having submitted all necessary documents, various system issues may have arisen, making the KYC process appear incomplete. This could have been addressed with the casino if we had more information from you. For future reference, please aim to respond within the designated timeframe and provide the latest updates within the thread.

Once again, I sincerely apologize for our inability to provide further assistance in this matter. Thank you for your cooperation and patience, 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!

Best Regards,

Jakub