Hi, what's your problem if you expect to hear from the casino in this thread ? Is this somehow related to your complaint that was closed ?
Can you tell us more please ?
Hi Jaro,
It is indeed regarding that complaint (now pending on reopening with my explanation about the situation). But this casino simply does not respond on email or Live Chat (which is 24/7 available, but nobody responds).
Since they did respond on another complaint of a player playing from a restricted country I thought they might have the courage to respond here too and discuss my matter and resolve it to show that they are a fair casino..
Hm, I don't think that's very fair and that's not the way a casino should behave if it wants to keep its players. I also think that the casino probably won't post in this thread either, since its first and last reply was 3 months ago.
As for the complaint, I assume you mean this one: https://casino.guru/heybets-casino-the-player-s-account-got-blocked ?
I saw that your case was closed and the sentence from the conclusion of the complaint, "since the casino has not blocked your account due to the Netherlands being a restricted country and none of your money has been confiscated because of it, I'm afraid there is nothing we can do now to assist you.", apparently says enough.
Of course, I would be happy if the casino could resolve the matter with you, but as far as the complaint from our side is concerned, we tried to do everything we could.
Hi Jaro,
I disagree that the team did all it could as in earlier discussions about ‘illegal’ operations in The Netherlands Casino Guru stated that if a casino accepts deposits and withdrawals it would be fair despite the illegal operations (which can be seen as fair depending on the view). But in the complaint you quoted you can see that a player deposits from a restricted country and once he won and want to withdraw the account gets blocked, which confirms that the casino does not act fair and is also against the policy of Casino Guru.
When I send my complaint in here it got rejected which is weird as there is evidence that this casino does allow deposits (which is revenue for the casino) and once player want to withdraw the casino then does enforce the policy but also state in that complaint very clear that you are entitled to a refund of your deposits. While I did forward a clear explanation to your complaints team to re open my case and in the meantime I hope that this casino does reply here.
What is also a red flag is that this casino is showing fake reviews from Trustpilot. (Checked them all, cant find them on the site).
Hello.
I wanted to share my opinion on hey bets, whose behavior seems rather disturbing.
I requested a withdrawal 5 days ago. This one is still pending.
I've tried to contact support several times since then (everyday) to ask about the status of my withdrawal but they don't answer either by email or chat...
I'm waiting a few days to see how things evolve before opening a complaint and/or writing a review.
However, I would advise all potential client to be careful as the comment base that is starting to accumulate here and on other feedback sites is not very reassuring.
Hello.
I wanted to share my opinion on hey bets, whose behavior seems rather disturbing.
I requested a withdrawal 5 days ago. This one is still pending.
I've tried to contact support several times since then (everyday) to ask about the status of my withdrawal but they don't answer either by email or chat...
I'm waiting a few days to see how things evolve before opening a complaint and/or writing a review.
However, I would advise all potential client to be careful as the comment base that is starting to accumulate here and on other feedback sites is not very reassuring.
Hey. I see you've also gotten into an unpleasant situation with this casino.
As far as your withdrawal is concerned, we give casinos 14 days to resolve such a request, so if it takes that long, I would definitely recommend filing a complaint.
As for the support and non-response, I am not surprised as you are not the only one and some other players have had the same problem.
Anyway, have you ever had a successful withdrawal at this casino ?
Hi Jaro,
I disagree that the team did all it could as in earlier discussions about ‘illegal’ operations in The Netherlands Casino Guru stated that if a casino accepts deposits and withdrawals it would be fair despite the illegal operations (which can be seen as fair depending on the view). But in the complaint you quoted you can see that a player deposits from a restricted country and once he won and want to withdraw the account gets blocked, which confirms that the casino does not act fair and is also against the policy of Casino Guru.
When I send my complaint in here it got rejected which is weird as there is evidence that this casino does allow deposits (which is revenue for the casino) and once player want to withdraw the casino then does enforce the policy but also state in that complaint very clear that you are entitled to a refund of your deposits. While I did forward a clear explanation to your complaints team to re open my case and in the meantime I hope that this casino does reply here.
What is also a red flag is that this casino is showing fake reviews from Trustpilot. (Checked them all, cant find them on the site).
Hi Youssf!
I'm sorry to disagree with you, but I have to. Let's start with the complaint related to the German player because the case summary says:
"The player's account got blocked for playing from a restricted country. After initially closing the complaint as unresolved, the casino decided to reconsider its position and found together with the player a suitable solution for both parties."
Meaning: the result was fair - yes, the casino made a mistake - yet thanks to the complaint, they changed their mind.
I'm, however, quite confused when you say your complaint was rejected.
Actually, all your complaints have been rejected as unjustified, thus we deem no actual pieces of evidence were presented to support your claims, I'm sorry.
According to the complaint submitted against Heybets Casino, it's important to distinguish opinions from facts. Let me explain further:
You only register and deposit, yet you have never asked for the withdrawal or passed the KYC in the past. There are no indications your account will be closed due to country restrictions. Those are just assumptions at this point, untill the casino blocks your account specifically due to the country restriction and your winnings are held, all is fair. From what I see in the complaint, none of that has ever happened, right?
I understand there is a certain question of legality, but we are not lawyers instead we aim to handle disputes in regards to Casino Guru Fair Gambling codex. Mind this part:
https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries
"It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return."
The same rule in another guide:
https://casino.guru/how-to-choose-an-online-casino
"1. The casino fully accepts players from your country
Always make sure that the casino fully accepts players from a country where you have a place of residence. Many countries formally ban online casinos from operating in their territory. In practise, not all countries apply this prohibition to every casino. Also, not all countries have influence on casinos based in gambling legislative havens. But many casinos prefer retreating and not accepting players from such countries.
If you are from such a country, you may find that a casino will allow you to register and play, but in case of winning, it will require a proof of residence from another country. They will invoke this on their terms & conditions."
Frankly it goes in hand with your situation:
"Dear Youssf,
since the casino has not blocked your account due to the Netherlands being a restricted country and none of your money has been confiscated because of it, I'm afraid there is nothing we can do now to assist you."
Allow me a question - Would you submit the complaint even in case you managed to win? Would you ask the casino to forfeit your winnings and give you back only the deposit?
I find it quite interesting that you keep playing in such casinos and keep asking for your deposits to be returned.
Wouldn't you say it would be much better to stick with casinos licensed in the Netherlands instead?
If you are convinced your country is restricted or the casinos miss proper license, do not play there.
That's the easiest way, I believe.
When it comes to fake Trust Pilot reviews, it's sadly not so rare. We have been under pressure when some organizations sent spammers to write fake terrible reviews on Casino Guru. All is possible these days, it does not matter whether those reviews are good or bad anymore. 🙁
It's rubbish, I agree.
Hi Jaro !
Thanks for your input.
I have never had a successfull withdraw with them. It is my first try.
I am quite experienced with online crypto casinos and I have to admit this is the first time that I face a problem with a customer support not responding at all during several days.
I think it's also worrying that the casino is taking so long to process a withdrawal of only 600 USD like mine.
As casino guru is an important reference for online casino players I suggest that if further negative player experiences continue to occur you make mention of these problems on your heybets review.
I have the impression that on casino guru as on other review sites the users reviews were positive until a few months ago and since then several players seem to have encountered problems.
I understand. It's certainly not pleasant if a player has to deal with similar problems and doesn't get any answer from the casino. I would like to ask about the reason for processing the withdrawal, but since the casino doesn't answer, you won't provide any more information either.
In this case, you have to wait and see if the casino does not reply or if you get paid within the time limit I mentioned in my previous post. If this doesn't happen, it will be appropriate to file a complaint as you mentioned.
In the meantime, let's see how the situation develops. I hope it will be good in the end.
I finally received a reply from heybets a week after my withdrawal request.
They sent me a KYC request to which I replied immediately by sending the documents.
To be continued ...
Hello Radka,
Many thanks for the reply and your view and explanation!
"The player's account got blocked for playing from a restricted country. After initially closing the complaint as unresolved, the casino decided to reconsider its position and found together with the player a suitable solution for both parties."
On this the question would remain whether the casino did this itself or was the Licensor Gaming Curacao involved? This matters as if the second was the case then the casino did not solve anything but it was probably under the pressure of their Licensor to come up with a fair solution, that would mean that this casino is not fair at all.
According to the complaint submitted against Heybets Casino, it's important to distinguish opinions from facts. Let me explain further:
You only register and deposit, yet you have never asked for the withdrawal or passed the KYC in the past. There are no indications your account will be closed due to country restrictions. Those are just assumptions at this point, untill the casino blocks your account specifically due to the country restriction and your winnings are held, all is fair. From what I see in the complaint, none of that has ever happened, right?
The KYC should have been started with when passing €2000,- worth of deposits or withdrawals, given the disputed amount Heybets should have asked for this already but of course this did not happen unfortunately which would have led earlier to a closure given the fact of a restricted country.
Allow me a question - Would you submit the complaint even in case you managed to win? Would you ask the casino to forfeit your winnings and give you back only the deposit?
I find it quite interesting that you keep playing in such casinos and keep asking for your deposits to be returned.
Wouldn't you say it would be much better to stick with casinos licensed in the Netherlands instead?
If you are convinced your country is restricted or the casinos miss proper license, do not play there.
That's the easiest way, I believe.
Yes but only if I had found out, the reason I found out now was that I wanted to complain that they have a very lacking self-protection options. And when looking for their license I saw that they were not licensed here, as you might know offering your services illegally in The Netherlands but also Germany and Austria have led to court cases which were on average suitable for the players as those casinos knew they operated illegally here.
You see Radka many Dutch casino reviewers confirm that many (Curacao based) casino are legit and valid to play on which eventually turns out to be a Curacao illegal casino. How I know? Once needing limits and see that the casino has no limits at all once you want to set them, something that is a Dutch
And keep playing on such casinos? The earlier complaints made were about casinos that have lacking protection tools which under normal circumstances would have not led to the losses I am disputing, and yes while several Dutch websites claim the casinos are legal, the only source I can trust is the one from the Dutch Gambling Authority which I will use in the future if I want to gamble.
I do agree with you that this is something beyond Casino Guru's complaint policy and help, but what I wanted to achieve with a complaint on here is to get a proper reply from this casino since it would otherwise have effect on their score here.
Took three weeks before they approved the KYC documents with me @Glyf38. That is the level of this casino. Best of luck.
Hello Youssf!
It's great you've mentioned all those aspects here on the forum because mostly, it is truly beyond your reach.
We care deeply about fairness, yet sometimes, it might feel like just not enough. I'm speaking about both points concerning licensing authority demands and the KYC threshold.
The Dutch Gambling Authority would probably address the situation differently, I agree with that.
Hopefully, you'll understand our grounds are set with the Fair Gambling Codex instead, we are not capable of handling each complaint based on the local restrictions, I'd say this is solely for the court hearing as the highest level of law or at least for lawyers. 🙁
Despite that, I think I understand your motivations.
This is a trick many Curacao based casinos do, they do all their effort to delay your withdrawals hoping that you change your mind and try again.
Wow 3 weeks to validate documents...
I have to admit, I'm only half-surprised.
I find it harder to withdraw money from heybets than from any other casino I've been to.
It's worrying if they make it so difficult to withdraw a few hundred dollars...
These guys are next level when it comes to cheap tricks. Closed down my account with due to "too good" bets (they called in fradulent). Withholds both deposit of 0.20 btc and winning of 0.05 btc. Sorry for being good at betting champions league football. Such drain of energy.
These guys are one of the worst in the industry. That says alot for a quite dodgy industry to begin with.
Thanks hptm.
Hehe based on what I read hère I am not very optimistic for my money
You could contact Gaming Curacao which is their Licensor, they can intervene in such cases but it might take some time.
Normally when a Licensor/Regulator intervene a casino does listen since it could lead to sanctions to them.
Thanks YoussF
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