Heybets Casino - Тегленето на играча се забави поради неадекватна проверка.

They don't want to withdraw the money.

I sent documents for verification on August 5, after which I was almost completely ignored and told that now the verification department is overloaded, so the terms of verification are increased. September 11. At the moment I do not receive a response from support and the documents are still not verified. It is impossible to withdraw money.

There's a full correspondence with support.

Dear palakohoferrybo,

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 list which documents you have already provided and when exactly did you send the last one? Do I understand correctly none of your documents have been checked by the casino's department yet?

Please forward the correspondence with the casino to my email at tomas@casino.guru

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

Best regards,

Tomas

Hello!

I had some of my paperwork checked.

I sent them a passport photo and bank statement (July 31), selfies with passport and text (August 4) and source of funds (August 16, still re-checked).

Screenshots of the correspondence sent by the document to the specified mail.

Hi everyone,

after checking this case I can confirm that our sportsbook department has decided to rollback 2 won bets of the player because of a suspended odds section.

The player made a withdrawal on the 30th of July. The current open withdrawal of $182 will not be processed to cover the negative balance from the games that have been rolled back.

I can also confirm that the player has only made sportsbook bets and did not play any casino.

Best,

Heybets

Thanks for your reply to both parties.

Dear palakohoferrybo,

As you might know, 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 related to sports betting. As the issue seems entirely related to your sports betting activity, we will be forced to close your complaint.

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.

Dear palakohoferrybo,

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.

Due to the reasons mentioned above, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.