Heybets Casino - Игрок считает, что вывод его средств задерживается.

Hello. It started like this: I deposited 20€ and gambled it to about 840-850€. Then when i tried to withdraw it said "pending withdrawal wait for one of heybets team member to confirm" Its been pending for 7 days. Support answered me the first 2 days telling me i have to wait a little bit and they notified finance team about my withdrawal. I haven't gotten a single update, i write to support everyday a couple time and guess what? I get ignored. I've made like 25 different messages, not a single one of them was replied to. Basically they are ghosting me and i'm thinking they are scamming me. That kind of money is life changing for someone like me i'd love if u can help me solve this thing. I will put the pending withdrawals screenshots below aswell my messages to support being ignored.

Dear Ferumop,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Ferumop,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello nick.

No i did not receive my withdrawal and support hasn't responded to a single message.

Can we invite the casino to the conversation? They are just ignoring me.

Thank you Ferumop for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Ferumop,

I have reviewed your case and I'm sorry to hear about your difficulties with the withdrawal process. I will do my best to assist you by reaching out to the casino. We’ll see what can be done once they respond.

Dear Heybets Casino,

I would like to invite you to join this conversation to help resolve the player's complaint. Could you please provide more information regarding the case? Specifically, what is the current status of the player's withdrawal requests, and when can they expect them to be processed on your end?

I look forward to your response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru

Kind regards,

Natalia

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 Ferumop, I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino currently 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,

Natalia

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

Dear Heybets Casino, please provide us with more information about the player's withdrawal request.

Dear Ferumop,

Unfortunately, Heybets Casino has been ignoring our attempts to mediate all complaints for some time. I’m sorry, but without their cooperation, we are unable to assist you and have no choice but to close the complaint as unresolved once again. As mentioned previously, there is no licensing authority to which we can turn for help because the casino operates without a valid license.

Once again, I am sorry we could not be of more help on this occasion.

Kind regards,

Natalia