Heybets Casino - プレイヤーが賞金を受け取れずにいます。

Hello!

I would like to complain about HeyBets betting company. On 10th of August I have won 1005€ and wanted to cash out it. All the deposits I had made it until then was made from the same bank account I asket withdrawal to. My withdrawal is still unconfirmed yet.

On the first days, I was noticed that my withdrawal is delayed because of some maintainance, two days later they told me that I have to go over a KYC check, I sent them all the required documents, they told me to wait up to 7 days until they can check everything. Today is 8th day I am waiting since I sent required documents. When I try to contact the support team, they just ignoring me with no response.

Fun fact also: the amount of withdraw somehow was reduced from 1005 € to 984 € … 😅

Looking foword for a help from you!

Thanks!

Dear Tutatasas,

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 Tutatasas,

Have you received your withdrawal from the casino yet?

Dear Tutatasas,

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.