Heybets Casino - Оттеглянето на играча се забави.

I created an account on 24th Jun and deposit my money. I reached to $1600 and wanted to withdraw it. At first they told me I need to pass some kyc procedures. I sent my details and they told me to wait up to 7 days. After a week they told me they need more details like a photo of me with my id and a paper written current date and my username. I sent them whatever they asked for. It is going to be a week on monday and when I ask them about any news, they ignoring me for long time. Thats not even big money. Im not sure if they going to confirm my withdraw request. If I see it changes, I will write in here

Hello wcapitano1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heybets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear wcapitano1,

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.

Hello,

Verification progress started on 25th June. They asked photo of my ID and proof of address. I sent it all. They ghosted me all week. After a week, on 4th July they asked from me a photo of me and a piece of paper current date and my username written on it. I sent it right away and on 8th June they told me they received it and I need to wait one more week. On 15th July, even though my residence proof of address document was Turkish government issued, they did not accept it and then I sent another bank statement which is different country and address.( all bet sites which I did kyc with my document issued by Turkish government always been accepted). After a week, they did not accept it as well and told me to sent my proof of address which is from Turkey. Our chat with live support happens only on Monday to Monday, they dont answer so I sent them my Turkish bank receipt which my name and address written on it today. Im sure they wont respond me another week. And today they cancelled my withdrawal request without inform me, so I played blackjack and made my 1600 Tethers to 2000 Tethers and requested withdrawal again. I dont understand how they can not accept proof of address document that created only for one reason and it is just prove to your address. That document has QR code and can only be obtained by government website for proving address.

Thank you wcapitano1 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Today they asked for source of income and I sent them my crypto investment statement from Revolut.

Dear wcapitano1,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Heybets Casino representative to join this conversation.

Dear Heybets Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello to all,

It’s been 4 days since I sent my source of income. Nobody even answer and confirm that they received my document.

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.

Hi to all

They did not accept my Revolut crypto statement..

It becomes completely nonsense.

Yesterday I sent my Revolut bank statement. Still no confirmation that they got it.

The last statement I sent, you can clearly see I got paid every week. I hope this is the last document you guys want from me. I made my withdrawal request on 24th June..

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.

In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of Heybets Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear wcapitano1,

The casino contacted our team outside of this thread regarding their request of your proof of employment. Have you been able to submit the requested document?

Dear wcapitano1,

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.