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I have made two withdrawal requests on 24 June and 1 July. On 2 July I got in touch with support, as both payments were pending. I was requested to provide KYC documentation, including photos of the front and back of national identification and proof of address. I provided this on 3 July.

On 5 July, I followed up after hearing nothing further. I was informed that I should wait up to 7 days to allow for the KYC investigation to be completed.

On 10 July, I followed up as there has been no further communication or request for further information. I have had no contact since this point.

Dear Healey,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Heybets Casino.

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there a way for you to check the verification status of your submitted documents? Would you be able to provide a screenshot?
• Is your casino account accessible to you?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thanks for your questions. Please see my responses below:

• There is no way to check the verification status of the Heybets KYC process. It has been conducted with customer care representatives via support chat.
• At this stage, my casino account is still open and accessible to me.
• I was initially provided a deposit bonus upon sign up. Since signing up, I have met the minimum wager requirements and my balance is shown as eligible to withdraw.

Thanks for your reply, Healey.

Have you received your winnings yet?

Hi, thanks for the follow up. I have been requested by Heybets to provide additional KYC documentation, as they have taken issue with the proof of address bank statement I provided. I have sent this through today.

Thanks for the update.

Please let me know whether the additional verification was completed successfully.

Was your withdrawal request processed as a result?

Dear Healey,

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.

Hi Tomas,

Thanks for your reply. I have not been successful in withdrawing my funds. After providing additional documentation, Heybets have requested that I provide a photo of myself holding my identification. I am unsure why this is required and why the documentation I have provided to date has been rejected.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

If your attempt to complete account verification hasn't been successful, please forward relevant correspondence between you and the casino to my email at tomas@casino.guru

Dear Healey,

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.