Heybets Casino - Hráč se snaží vybrat výhry.

Dear vadibur,

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. 

• Is your casino account blocked? Can you log in?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you submitted documents to the casino for verification?

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

Best regards,

Tomas

1. My account is available, i can write in support chat (but nobody answer), make casino bets or usual bets, can see my balance and my pending for year withdrawals, cancel it. Everything is available.
2. I didnt play bonus money. All money is real, i deposited from crypto wallet USDT. The problem is i cant withdraw my balance because nobody approve it and answer after mine full KYC as i said before.
3. Last time when they answer me and request documents was near 8-10 months ago, heybets asked about valid employment contract and payslip, after that when i sent it to them they started ignore me.

Do you guys need any aditional information or i just need to wait your answer? Thanks

Thank you very much, vadibur, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Branislav (branislav.b@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, vadibur,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Heybets Casino team,

Could you please explain the player's situation in more detail? Why have his withdrawals been delayed for so long, and, when will the casino finally process them? Did he pass the KYC/verification completely? If not, how can he complete it and/or withdraw disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello,

Thank you for bringing this to our attention. The player in question has not been responsive for quite some time, approximately six months now. However, please rest assured that if the player becomes active again, we are fully prepared to resume the process from where it was left off and complete the KYC requirements.

If you have any further concerns or need additional assistance, please don't hesitate to reach out.

Best regards - Heybets Support

Branislav, i dont know why you make a conclusion after heybets words that i have not responced, i am here and let everybody knows that the ignore continues, none of the representatives of HEYBETS have answered me and I have not received any message. No one even reads my messages, and my mail requests are ignored.

Besides, they didnt cancel my withdrawals, its still pending, you can check on the video below.

By the way, i wrote them again and still nothing, check it and help me please, i am ready to communicate and ask you not to try deceive and forget about my case

Dear Heybets Casino team,

Let's please do it differently now.

Please, provide us with exact and detailed instructions on what the user has to do to complete the KYC/verification and withdraw his winnings, and an email address where the documents should be sent, considering all the documents he already provided. It would be highly appreciated if the casino required only documents that were refused before for some reason (stating the exact documents and reasons why they were refused before if any of them could not have been accepted) or not provided at all.

Then, I will ask the user to follow your instructions and add me to the copy of his email with the required documents to the casino. Then we will wait for the casino's response and consideration of the provided documents, while we will require reasons in case any of them were not accepted.

Thank you in advance for your help and cooperation. Looking forward to hearing from 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.

Dear vadibur,

Since we have not received any further response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or news/updates, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I hope they will use this option in the future.

Best regards,

Branislav, Casino.Guru