Heybets Casino - O levantamento dos prémios dos jogadores está atrasado.

I have made deposit with bonus, fulfilled all wagering requirements. Then i made withdrawal request. After 2 days they requested my documents for verification. I have sent them. Now i am waiting my withdrawal. Support agents do not reply in Live-chat for weeks.

Dear sandydock,

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 sandydock,

Have you received your withdrawal from the casino yet?

No, i have not received my withdrawal

Thank you for your reply, sandydock. Have you received any confirmation about successful KYC verification? 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.

I have not receive any confirmation. Please understand that they do not reply via chat or reply once in a week. Casino representative answers only here. My withdrawals has "pending" status.

 Could you please forward any existing communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Kristina with all respect to you. Can we please invite casino respresentative, and then i will give you anything you need. I do no undertsand why we should spend weeks speaking about nothing. I have no communication with them. 20 days past since my withdrawal request. I have provided all documents they needed. Let's find out from them what is the problem!

I have waited 14 days to create my complaint. And now we are spendind time finding out that does not make any sense. Believe me i played hundreds of casinos. I found out that Heybets casino representative answer here on Compaints (not in live chat) and that's why i am asking you to invite him as soon as possible

Hey everyone!

Upon checking I can see that we are currently in the KYC process and are awaiting a clearer Scan of the player's ID. I have attached a screenshot of our last message from 6 hours ago.

Best,

Max

Hello everyone,

Thank you Max for your reply and assistance with this case.

sandydock, have you already provided all the required documents?

Hello Kristina, i have made my withdrawal request almost one month ago. Their tactic is to wait for 1-2 week then request documents for verification. I have sent them all documents immediately after their requst. Then they again said that they need selfie with paper, then again after 1 week they need clearer selfie. I can send you all documents i provided them with.

sandydock, as I mentioned previously you can forward any communication between you and the casino to my email address - kristina.s@casino.guru. Thank you.

Kristina, i have send support chat screens to your email. And again i want to pay attention to the dates

16 September - I made withdrawal request

21 September - they requested documents for verification and i have sent it to them the same day. Then the same day they confirmed that the got it.

28 September - they requested selfie with id and current date and username. The same day i send them what they requsted.

2nd October - they confirmed that they got my docs and forwarded it to the relevant department.

9 October - After i have asked where was my money, they requested another photo (even though the previous photo was in good quality). They same day i have send them another photo.

Today is 18 October

I have no anwer from them. More than 1 month has passed since my withdrawal request. And look at the other players' reviews. They all say they do not reply and delay withdrawals.

I have also find out that they have no license.

Thank you very much, sandydock, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 sandydock,

This is Tomas, and from now on, I will be taking care of your complaint. 

Dear Heybets Casino,

Can you please provide an update on the player verification? Is the ID scan now acceptable?

Thank you.

Kind regards,

Tomas

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.

Hey there!

As I can see we are waiting for a further step as a security measure.

We are waiting for a selfie picture + current date and ID to verify.

Best Regards



Why are you lying? A have sent you these docs 5 days ago

Pls Casino Guru take this into account. Heybets representative have sent you screenshot, but not the whole screen, where i have repilied to this last message. He made it intentionally

make this message private pls, as it contains sensetive information

Now i also have problem with login into the website. When i enter my login and password, it goes back to the main page

Hey Sandydock,

actually no, but we are still checking it.

Actually I escalated this case to our finance department once again this morning and they responded to you.

So we are waiting for the reply here regarding the source of wealth security measure.

Best Regards

Dear sandydock,

Can you please provide the casino with the requested document and let us know once you do so?

Thank you.

Kind regards,

Tomas

First of all, i can not access my account now. I type my login and password, press enter button, and nothing happens. Second i do not remember exact amount of deposit (around 100-120$). I made deposit using crypto from crypto exchange. What documents do you want from me? It is my personal money from crypto trading and casino withdrawals (other casinos). What should i send to you? If imagine that my mum gave me this 120$, what do you want.

Casino guru pls look at the whole situation. It is Absurd. I used crpto with small amount. Casino have the hash of transaction, if they thinks it is dirty crypto, they can check it by themself

Dear Heybets Casino,

Can you please clarify what specific documentation you require from the player to verify their source of wealth?

Thank you.

Kind regards,

Tomas

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.

Hey Tomas,

we asked the player for his source of wealth proof and we are still awaiting this information.

I also reminded him just right now to send the documents in the chat.

Best Regards

Tomas, i guess now you understand that they are doing it intentionally. They waited 11 days to say the same thing. You asked them to clarify, but they ask the same thing. I will say it again that 127$ of deposit is my personal savings from crypto trading and winnings from other casinos.

Dear Heybets Casino,

Can you please clarify what specific documentation you require from the player to verify their source of wealth?

Thank you.

Kind regards,

Tomas

Hey Tomas,

We already sent that message to the player, but I can send it in here again.

To complete the Source of Wealth verification:

Step #1: Please provide a brief description of the source(s) of your funds. This might include earnings from employment, investments, business activities, inheritance, or any other significant sources.

Step #2 - Attach relevant supporting documentation. Depending on your source, this could be:

Employment: A recent payslip, employment contract, or tax return.

Business activities: Company registration, shareholder certificate, or latest annual report.

Inheritance: A will, legal letter, or grant of probate.

Investments: Portfolio statement, dividend letter, or sale statement.

Please ensure that any uploaded documents are clear and legible. We will treat your information with the utmost confidentiality and it will only be used for compliance purposes.

Here are the exact requirements.

Best!

First of all, I have send you my description of the source(s) of funds.

We are asking you not cliche of what you send to all of your users, but exact documents of what can i send you for my case.

I have said to you that my money are from my crypto investments. In crypto you do not have any statements. I can give you screenshots. However they do not give you any insights. i mean there is no way you can track them or what. I also have withdrawals from other casinos. So what you want me to give you? Screenshots of my other casino's personal cabinet with withdrawal history???

And the third, if i took a loan, would you take my loan agreement as proof.

And if my mum gave that money (not will or grant) just as present for birthday, what do you want me to give you??

It is obvious that you are doing this just to not pay my winnings, taking into account that amount of 120-130 is miserable.

Please answer to these question, i do not need you sample message.

Dear sandydock,

Can you please advise what crypto wallet/exchange you use? We believe that statements can be extracted. On the other side, you can provide the casino with any of the above-mentioned documents, not just the crypto-related ones.

Thank you.

Hello all!

I have send to the Heybets support my source of wealt verification document ( Tomas you are in the copy of email)

I see, sandydock. However, the document you have submitted is not listed by the casino as acceptable proof of your source of wealth. Nevertheless, let's wait and see what the casino says.

Moreover, I noticed that you haven't answered my question yet. Could you please tell me which crypto exchange you used to make a deposit in the casino? Thank you.

I used Binance for deposits. Of course i can upload statement from Binance. But it only shows my assest. For all my trades i used Metamask which is anonymous.

"However, the document you have submitted is not listed by the casino as acceptable proof of your source of wealth"

And what? They have not listed all possible sources of wealth. And Tomas question for you. If my mum give me money as gift for birthday, what document should i give them? Look at the other complaints, they are intentionally do not want to pay. And asking for 120 source of wealth, it is ridiculous!

I understand your point, sandydock. I now suggest asking the casino if the document you provided is sufficient in order to complete the verification.

Dear Heybets Casino,

Can you please confirm if you are now able to verify the player?

Thank you.

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.

Hello there,

We understand the situation may be problematic because of your source of funds.

Do you have any documents showing your deposits to a crypto exchange?

Best Regards

What is the problem? Deposits to crypto exchange from what? I use P2P method to deposit to crypto exchange. And i have shown you source of my funds. And also described that.

Tomas, please, you see what they are doing. They are intentionally waiting for 2 weeks, and then answer. And their answer is vague.

We understand the situation may be problematic because of your source of funds.

What exactly problematic?

And then they ask documents showing deposits to crypto exchange. But these documents do not show origin of funds. And i use p2p to desposit to cryptoexchange. And i have deposited 120 usd, not millions.

Please Tomas, look at users review and other complaints. It is clear, that they are intentionally ask some silly questions and then wait for 2 weeks. I have created withdrawal request 3 month ago. I have provided all documents. They did not even replied to the message with documents i provided them with. I mean they could answer me and said what was wrong.

I have also found documents of my deposits to Binance, but what is the point if you do not read my messages?

UPD: Heybets i have sent you Binance deposit documents ( Tomas you are in the copy)

Dear Heybets Casino,

I have reviewed the document confirming the player's deposit to their Binance wallet. Does this fulfil your requirements for verifying the player's source of funds? Thank you.

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.

Where have you sent them?

To your's support email. Where should i send it. Tomas you see that they are intentionally wait for 2 weeks and then come up with stupid question. They do not reply in live chat. And now they are asking where have i sent it.

Hello sandydock,

It's quite strange that they haven't found your email in the support inbox, especially since I was in CC in that email and received it. Nevertheless, I request your cooperation in working with us to achieve a successful resolution. Can you please forward the documents once again to the personal email address of the casino's representative mentioned above? Kindly confirm your action when done. Thank you for your patience.

Hello Tomas, of course i have send again all required documents to the personal email they mentioned. I forgot to put you in CC, but i you have seen attachments, there are nothing new.

Dear Heybets Casino representative,

Can you please confirm if you have received the documents from the player? Thank you.

Hey there,

yes I received the document, but its not in English. Can you please translate it and send it again.

Thanks

I am from Russia. I have send you the original authentic document. Couldn’t you translate it by yourself, I will ask my bank if it is even possible

Hi sandydock,

Please try asking your bank if the document could be translated. Otherwise, there is no other choice but to get the document translated officially. Let me know how it goes.

Thank you for your cooperation.

Dear Heybets Casino,

I believe you have now received the sufficient document. Please update us once you have reviewed it, as well as on the result of the verification. Thank you.

Hello Tomas,

Yes I can confirm I now got the translated document. I already forwarded it to our finance team so they can check it. I will reach out as soon as they are done.

Best Regards

Hello Heybets Casino,

Thank you for the information. Hopefully, we will see some progress this time. I'm now extending the timer once again, by another 7 days. Please keep us posted.

Hello,

the transaction shown on the document is from 2022. Is there anything available more near to the deposit time?

Best

Hello, In the March of 2022 deposits of fiat money from Russia was closed.

Dear Heybets Casino,

Are there any different options for the player considering the situation described above? Thank you.

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.

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear Heybets Casino,

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.

Are there any different options for the player considering the situation described above? Thank you.

Hello Petronela,

sorry I missed the new message. We are still awaiting the documents.

Best Regards

I am shocked. 5 months passed. They intentionally waited for 3 weeks, and now asking for documents.

Casino guru, you asked them :

Are there any different options for the player considering the situation described above?

And now they do not even reply to you and ask for documents

It is so obvious that they are doing it intentionally

Dear Heybets Casino Team,

• I kindly request a response to my previous inquiry. The case has remained unresolved for five months without progress.

Thank you.

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 petronela.k@casino.guru.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Heybets Casino Team,

Could you please advise if there's any update?

Thank you.

Hi Petronela. I have found out, that they declined my withdrawals, and i have 0 usd on my balance. I do not know what happened.

They asked to reopen the complaint and now will wait 2 weeks. It is their strategy!

Hello sandydock,

I apologize for any inconvenience caused. Despite our hopes for a resolution, the casino has not responded to our request to address the complaint. Consequently, we must officially close the complaint as 'unresolved'. Please be aware that the casino maintains the option to revisit this matter in the future.

We understand the frustration this situation may cause. Unfortunately, we are unable to provide further assistance at this time.

As previously suggested, contacting the Licensing Authority may be the next appropriate step. I regret that I couldn't offer more assistance.