Heybets Casino - Výplata hráčovy výhry se zpozdila.

Hey, I’ve been waiting for my withdrawal for 2 weeks already, I’ve sent my KYC , they said they are going to verify it, they aren’t responding to my messages for 3-4 days , even more sometimes. Is it possible for my withdrawal to be made?

Dear Bahuras13,

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

Dear Bahuras13,

Have you received your withdrawal from the casino yet?

No.

Dear Bahuras13,

And since when exactly is the verification ongoing? Is there any communication between you and the casino regarding this case which you can forward to nikolas.b@casino.guru?

Hey, yeah the verification process has been going on from August 3-4. There is communication once every like 3-4 days, and the responses are vague, and I don’t really understand what they mean or want from me most of the time.

Thank you Bahuras13 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

Dear Bahuras13,

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

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.

Yeah, okay, but you haven’t asked me anything

Hey, It’s been over a month coming close to 2 months, still haven’t received my money, do i still have a chance of getting the money? Also they keep on asking me for a document I’ve sent them twice, I ask for more info , and they don’t answer any questions and keep asking for a document I already sent them.

Dear Bahuras13,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka