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

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