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

Deposited $200, played as regular (I have played on this casino before, had withdrawals be delayed but they were lower amounts and never took more than 24 hours to be approved).

Note that my account was never ID verified.

Continuing, I won around $2.5K on a game, tried to withdraw $200 and that came through. Tried to withdraw the rest and suddenly they require admin confirmation.

Fast forward over a week (as of 7 September it has been around 11-12 days since my initial withdrawal) nobody is replying to my emails, nobody is replying to my live chats (raised over 20 tickets and they are outright ghosting me).

They asked for ID and a bill a few days after my initial withdrawal, which I provided instantly. The agent sent 1 copy pasted message and did not even reply to my question regarding a timeframe for the reviewal of my documents, then proceeded to leave me on "seen" 🙂

I still have access to my account, please note that I cancelled my initial withdrawal (in the hopes of withdrawing smaller amounts at a time without the admin confirmation). Obviously that did not work because they have completely locked my account. All of my money is currently pending in multiple withdrawals (900, 900, 400, couple more hundred).

I have pictures and screen recording + support ticket transcripts. Let me know if you need anything specific and I will gladly upload it.

Dear ee98,

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

Makes sense thanks Nick.

Just going to point it out right now that I will not be playing their "KYC" game.

I’ve been looking at other cases and it seems like they have the same "procedure". Sending a letter with a verification code is outrageous, might as well send me a messenger pigeon carrying the 2.5K. He’ll arrive faster than these guys "processing" my KYC.

Just to clear things up, still no replies/updates. I will be back here when 14 days have passed.

Not to mention that I have scanned their terms and policies, 100% compliant with them.

A complaint with the gaming control board has been filed. I will not wait any longer for them to pull me on strings with their KYC process.

I have also taken the time to get in touch with a lawyer that specialises in off-shore e-gaming, and we came to a very promising revelation. However, the costs of pursuing it would be double-triple my winnings.

If something does not get sorted out by the end of this week I will heavily consider pursuing legal action, most likely on a mutual case with other players that have been scammed by this s****ole of a website since I cannot call this a Casino unfortunately.

These people cannot get away with this.

Also a heads up for others, Heybets is currently pushing fake Trustpilot reviews in order to recover from the countless 1-star ratings they have received.

Would an admin mind requesting a reponse from the Heybets team today/tomorrow seeing that my initial withdrawal was requested on the 26th of August?

Now asking for a selfie with my ID and Heybets written on a piece of paper.

I said "Sure, not an issue. However, will the whole support team ghost me again and then ask me for 10 other documents though?"

And the best part? He left me on seen 🙂

Anyways, sent that to them and I feel like a muppet for doing so.

Dear ee98,

Have you received your withdrawal from the casino yet?

Nope

They’re back to ghosting me on live chat as well.

Would you mind requesting a response from the Heybets team?

They’re not fond of replying to my tickets or emails.

Hello?

They have reached out to me via email and stated that the last documents I submitted are under review.

They said that this will be done within 7 days.

The fact that I got a reply has released quite a lot of stress off me, although I am still convinced that I will not be seeing my money anytime soon.

Time will tell.

Dear Ee98,

I hope this message finds you well. As previously mentioned, both verification and withdrawal processes typically require up to 14 days to complete.

Please be aware that the casino is not obligated to respond to every message you send, and repeatedly contacting them may only extend the verification process.

We kindly request that you inform us of the outcome once the verification of your most recent documents is completed.

Thank you for your understanding and cooperation.

Best regards,

Nick

Ok. Luke told me that it will take 7 days, today it has been 7 days. I am still waiting and my money is still pending.

Took them this long to now tell me that the selfie I sent is mirrored, and that I must send another. Lol.

I’ll send it tomorrow when I have time.

Dear Ee98,

I’m sorry to hear about the delays caused by the casino's additional requests. Has there been any update since you submitted the selfie? If not, we will be happy to step in and assist further.

I look forward to your response.

Best regards,

Nick

Appreciate the message Nick.

I’ve sent the newly requested picture 2-3 days ago, Luke has seen the messages.

No reply yet. Still have withdrawals pending from 03.09.2024

I’m afraid that after 7 days they are going to ask me for something else, then something else and then something else again… Is what they are doing allowed..? They’re obviously just trying to clutch onto my money for as long as possible, how hard would it be for them to just ask for all the documents at once?

Please get in touch with the casino for me if possible, they dont reply to me

Thank you Ee98 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They just asked for even more documents lol. I’m not giving them more things.

Is there anything else we can do or does it just end here and my money is stolen by them?

Hello Ee98 ,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I understand your frustration with the whole situation. While the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures can sometimes be time-consuming, they are standard industry procedures. These verifications are typically triggered when a withdrawal request exceeds a certain threshold but can also be initiated at any time if deemed necessary by the casino team. Funds can only be released once these verification processes are successfully completed. I acknowledge that you've already submitted the usual documents, but the casino may require additional documentation to thoroughly verify your information. I can empathize with you that the whole process can be done more user friendly or quicker, but please note these are standard procedures that the casinos are entitled to.

will contact the casino to shed more light on this matter.

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

Dear Heybets Casino,

Could you please clarify why the documents provided by the player so far have been deemed insufficient? Additionally, can you confirm which documents are still required to complete the verification process??

they want me to provide proof of funds for a $200 deposit that i received as a gift through crypto lol.

i dont currently work and they want employment documents etc.

haha they do not reply on support chat but they appeal my trustpilot review almost instantly

Thank you for the update, Ee98. While it may seem to you that this request lacks justification, it is important to note that all casinos have the right to seek such information from their players. The verification of the source of funds is a crucial component of the Anti-Money Laundering (AML) protocols, and players are expected to comply with the casinos' requests.

I can only recommend that you cooperate with the casino team in order to successfully complete the Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures.

i am willing to cooperate however they will not specify exactly what documents they need from me. i cannot figure out what documents to provide for that $200 gift. lol

also asked luke on live chat in regards to what documents i should provide, however he has left all of my messages on seen (i havent managed to receive a reply from anyone besides him strictly asking for documents and not replying to any of my questions)

Dear Ee98,

I understand your point. The casino team should specify the exact documentation they need from you; on the other hand, you need to understand that "it was a gift from a friend" is not a sufficient explanation for the source of funds as such, and similar "explanations" turned out to really be money laundering attempts in certain cases; thus, online casinos need to be very cautious with this. I'm not saying this is your case, but I understand the casino's caution. Anyway, as I say, the casino team should clarify the exact documents they require from you.

I have reached out to the casino team but have yet to receive a response. I will persist in my efforts, and I am hopeful that we can identify a suitable course of action.

who the hell launders $200. im sure they have common sense. and yes its fine i can provide documents but i dont know WHAT DOCUMENTS to provide FOR A GIFT.

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.

replied to me with this after asking them several times WHAT documents to send specifically:

Hey there,

we are still missing the required documents for the source of wealth verification. Please send us the documents so that we can proceed with the KYC process.

i sent them a statement of my bank it shows income etc. theyll probably say that its not good or something lol

Dear Ee98,

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