Heybets Casino - Conta do jogador desativada durante o processo de retirada.

Good day, my account was deactivated after months of increasingly futile conversations with customer support. I was set to withdraw my winnings of around 2,000 euros (which I won in December 2023), but they initiated an endless KYC process. Despite providing all the requested information, they continued to contest every single aspect. Consequently, I was unable to make the withdrawal, and suddenly found that my account had been deactivated. I want my money back. Reading through other complaints, it seems they've done similar things to others. I expect my funds to be returned. Please help. Attached are images of the fruitless conversations with customer service. I hope you can assist me, thank you in advance.

Buongiorno, mi sono trovato disattivato il mio account dopo mesi di conversazioni sempre inutili con il Cs. Dovevo prelevare le mie vincite circa 2mila euro (dicembre 2023) ed hanno iniziato un processo KYC infinito e, malgrado abbia inviato tutto, mi hanno continuato a contestare qualunque cosa. Non sono quindi riuscito a prelevare, e di punto in bianco mi ritrovo con l account disattivato. Voglio i miei soldi indietro. Leggo dalle altri reclami che hanno fatto così un po' con tutti. Voglio indietro i miei soldi. Aiutatemi. Allego foto delle sterili conversazioni con il servizio clienti. Spero possiate aiutarmi, grazie in anticipo

Dear Helium,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 

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

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I signed up on 08/08/2023, paid the same day and played on sports bets. I ended up depositing several times because unfortunately the bets didn't go very well. In total I paid a total of $1282.53 into 6 deposits (the site uses bitcoin and gives the data in dollars).

Later I started winning and I also liked the site because it has a vast live and pre-match schedule.

My bets on sports betting, my main type of gaming on the site, have been limited. So I decided to withdraw.

I didn't use any bonuses.

On December 3rd I requested a withdrawal of $2000.

After several emails where every type of document was requested (promptly provided several times) and after having requested many times, I requested the cancellation of the withdrawal again through assistance since I was not allowed to (the initial 2000 euros had become over 3000 with the increase in the price of bitcoin). By canceling the withdrawal they put 2000 back into my account.

Aside from that, after being re-credited I played at the casino, losing about $500.

On March 21st the account was deactivated by them without any warning email or similar. Since then I have been unable to access my account.

Fun fuct, I still get emails with their bonuses for the week.

Mi sono iscritto giorno 08/08/2023, ho versato il giorno stesso e ho giocato sulle scommesse sportive. Sono arrivato a versare più volte perché purtroppo le scommesse non sono andate molto bene. In totale ho versato un totale di 1282.53$ in 6 depositi (il sito utilizza bitcoin e da i dati in dollari).

In seguito ho iniziato a vincere ed il sito mi piaceva pure perché ha un vasto palinsesto live e prematch.

Mi sono state limitate le puntate nelle scommesse sportive, mia principale tipologia di gioco sul sito. Ho deciso dunque di prelevare.

Non ho utilizzato nessun bonus.

Giorno 3 dicembre ho richiesto il prelievo di $ 2000.

Dopo diverse email dove è stato richiesto ogni tipo di documento (prontamente fornito anche più volte) e dopo aver sollecitato molte volte, ho richiesto l'annullamento del prelievo sempre tramite assistenza poiché a me non era permesso (i 2000 euro iniziali erano diventati oltre 3000 con l aumento del prezzo di bitcoin). Annullando il prelievo mi rimettono sul conto nuovamente 2000.

Tralasciando questo, dopo il riaccreditamento ho giocato al casinó, perdendo circa 500 $.

Il 21 marzo il conto viene disattivato da loro senza nessun email di avvertimento o simile. Da allora mi è impossibile accedere al mio account.

Fun fuct, mi arrivano ancora le email con i loro bonus della settimana.

Thank you for your reply, Helium. I would like to emphasize that our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue if you achieved winnings focusing on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Thanks for the reply. We are still talking about a withdrawal from a site that is also a casino and where in the last period I have played at the casino, spinning my money several times. Furthermore, they closed the account just when I was playing at the casino since sports betting had been blocked months earlier. So at present it is also casino money as I wrote in the previous message. I welcome other sites to contact, but I have a lot of faith in you for a resolution. Please help me

Grazie per la risposta. Si parla pur sempre di un prelievo da un sito che è anche casino e nel quale Nell ultimo periodo ho giocato al casinó facendo girare più volte i miei soldi. Tralaltro hanno chiuso l account proprio quando giocavo al casinó dato che le scommesse sportive erano state bloccate mesi prima. Quindi allo stato attuale sono soldi anche del casinó come ho scritto nel messaggio precedente. Accetto volentieri gli altri siti da contattare, ma ho molta fiducia in voi per una risoluzione. Please help me

Thank you very much, Helium, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, Helium!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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 have decided to extend the timer for 7 more days as it seems like we are establishing the contact with the casino.

Hey there,

the player never answered our latest KYC request, but instead declined hos withdrawal and played with his money. There is no active withdrawal right now.

Best Regards

Helium, can you confirm that you do not have any funds in your casino account anymore?

First of all, the funds are there on the site, and I have sent the necessary documents several times. However, I am unable to access my account. Where can I send you conversations Pavel? Do you have a private email? cutting off conversations like the mess is doing makes little sense. Reactivate my account in the meantime. Pavel I haven't been able to access my heybets account since March 21st.

Prima di tutto i fondi sul sito ci sono, e ho mandato più volte i documenti necessari. Tuttavia non mi è possibile accedere al mio account. Dove posso girarti le conversazioni Pavel? Hai una email privata? tagliare le conversazioni come sta facendo il casino ha poco senso. Riattivatemi l account intanto. Pavel non posso accedere al conto heybets dal 21 marzo.

Helium, please, could you explain if you are willing to provide all documents requested by the casino (proof of income from the casino's screenshot in particular)?

Yes, of course I can send a binance account statement, is that ok?

Si certo posso mandare estratto conto di binance, va bene?

In the meantime Pavel help me get the account reactivated, I never asked to close it thanks

Nel frattempo Pavel aiutami a far riattivare il conto, non ho mai chiesto di chiuderlo grazie

Good.

Heybets Casino, are you willing to continue in the verification process?

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 have extended the timer because we have contacted the casino representative once more.

We are waiting for Pavel...

Attendiamo Pavel...

Hey,

of course we want to finish the KYC process.

Please answer to the requested information in your chat.

Best Regards

Helium, please, send your proof of income here. It should be document showing your income, for example, paycheck, annual tax statement, bank statements that shows your self-employment or anything like that.

Give me an email to send the account statement to, it is always sensitive data

Datemi una email dove mandare l estratto conto, sono sempre dati sensibili

You can send it to me here: pavel.k@casino.guru or you can wait while the casino representative will provide with an e-mail where to send it.

Sent to Pavel, we await the mess

Inviato a Pavel, attendiamo il casino

Hey Helium,

please also send it in the assigned chat. The colleague handling the KYC processes needs it there as well.

Best Regards

What would be the assigned chat? My heybets account was deactivated 3 months ago by you without my consent. Reactivate my account and I will return to the chat too, thanks. Pavel what more should I say?

Quale sarebbe la chat assegnata? Il mio account di heybets è stato disattivato 3 mesi fa da voi senza il mio consenso. Riattivatemi l'account e tornerò anche nella chat grazie. Pavel che devo dire di più?

Helium, I have received the PostePay statement you have sent me. Can you, please, explain, where can I find your income in it (your salary or transfer from your employer or from your clients)? If there is none, it is better that you provide other document, for example a tax statement or a document from your job that states that you work there and receive the salary.

I sent you more documentation, as you can see there is no shortage of movements. Can you reactivate my account?

Ti ho inviato maggiore documentazione, come vedi movimenti non ne mancano. Mi riattivate il conto?

We are now waiting for the response from the casino representative.

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 Helium,

could you please check - the account should be active again.

Best Regards

Good morning and thank you, I logged in and sent the withdrawal request

Buongiorno e grazie, ho effettuato l accesso e ho mandato la richiesta per il prelievo

Helium, please, let us know when you will receive it.

I hope to notify you very soon! I wait with you

Spero di avvisarvi prestissimo! Attendo con voi

Still nothing...

Ancora niente...

Unfortunately nothing yet

Ancora niente purtroppo

Helium, has there been any news?

Still no Pavel

Ancora niente Pavel

I would give it one more week and after that I will inquire once more.

Heybets Casino, is there any further problem that causes the delay?

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 Pavel,

the withdrawl has been declined. As soon as the user requests a withdrawal we can check it and proceed 🙂

Best Regards

Pavel I don't understand. I didn't understand the reason for the refusal.

Pavel non capisco. Non ho capito il motivo del rifiuto.

Just verified successfully, sent the withdrawal request again, looking confident

Appena verificato con successo, mandato nuovamente la richiesta di prelievo, aspetto fiducioso

Nothing to do, still waiting...

Niente da fare, ancora in attesa...

Helium, has there been any news?

Good evening Pavel, unfortunately no, nothing has arrived. Help

Buonasera Pavel, purtroppo no, non è arrivato niente. Help

Heybets Casino, please, let us know if the withdrawal was declined again and what is the reason for it?

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.

Helium, as the casino representative does not respond to us, there is no other choice than to close this complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team