Helabet Casino - El retiro del jugador se ve retrasado por el casino.

Hello, I am having an issue withdrawing my funds from the helabet platform, which has never happened to me at any other casino. When I try to withdraw, I receive the following error: "Declined by operator (payment processing error)". I immediately contacted customer support and received the following response:

"Due to technical issues, we ask you to create the withdrawal request later." I followed their advice and waited a few days, but the problem wasn’t resolved. Today marks 3 weeks, and I still face the same error. I have contacted them countless times, and they always tell me to wait. I’ve spoken to customer support, the security department, and live chat, and it always ends the same way—with me waiting.

I searched online to see if anyone else had experienced the same issue with the platform, and I found that I am not the only one: https://es.casino.guru/helabet-casino-el-jugador-tiene-problemas-para-solicitar

I have exactly the same issue as this person.

As I suspected, the error is clearly intentional on the casino's part, as the person mentioned. It doesn’t make sense for there to be such a delay in solving the problem, with no explanations provided, and always repeating the same message. Plus, I've never had this problem with any other casino.

As of today, neither customer support nor the security department is responding to my messages.

I hope someone can help me with this problem.

PS: I want to upload screenshots of the error and chats, but I’m unable to.

Hola, tengo un problema para retirar mis fondos en la plataforma helabet, algo que nunca me había pasado en ningún otro casino. A la hora de retirar me salta el siguiente error: "Declined by operator (payment processing error)" inmediatamente me contacte con el soporte y me contestaron con lo siguiente:

"Debido a problemas técnicos, le pedimos que cree la solicitud de retiro más tarde" hice caso, espere hasta unos dias pero no solucionaban el problema, hoy ya pasaron 3 semanas y sigo con el mismo error, me contacté infinitas veces y siempre me dicen que esperé, hable con el soporte, con el departamento de seguridad y chat en vivo y siempre termina en lo mismo, en esperar.

Me puse a buscar por internet si alguno tuvo el mismo problema con la plataforma, y vi que no era el único: https://es.casino.guru/helabet-casino-el-jugador-tiene-problemas-para-solicitar

Tengo exactamente el mismo problema que él.

Y como sospeché, el error es claramente intencional por parte del casino, por lo que cuenta el chico. Ya que no tiene sentido la demora en poder solucionar el problema y no dar ningún tipo de explicaciones y repetir el mismo mensaje, a parte de que, nunca tuve ese problema con ningún casino.

Hoy en día ni el soporte ni el departamento de seguridad me responden los mensajes.

Quisiera que alguno me pueda ayudar con este problema

PD: Quiero subir capturas de pantalla del error y chats pero no me deja

Dear joaccozuccala,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?
• If you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.

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

Best regards,

Petronela

Hello, good morning, thank you for responding.

No, they didn't offer me another method and I can't either, since I can only do it through XRP, and I can't deposit to change the withdrawal method either, since I'm banned. I also saw that other people who had the same problem, and changing their method didn't work for them either.

It should be noted that I was banned from the casino and they told me that I could withdraw all my funds.

Yes, I am verified.

Thanks again and I look forward to your reply.

Hola, buenos dias, gracias por responder.

No, no me ofrecieron otro método y tampoco puedo, ya que solo puedo a través de XRP, y no puedo depositar tampoco para cambiar el método de retiro, ya que estoy baneado. Igualemnte vi que otras personas que tuvieron el mismo problema, tampoco les funcionó cambiar de método.

Cabe recalcar que del casino estoy baneado y me dijeron que podía retirar todos mis fondos.

Si, estoy verificado.

Nuevamente gracias y espero respuesta

Update: I was able to withdraw $10,000 ARS of $427,000, after that I tried to withdraw the rest, i.e. $417,000 and I couldn't. Rejected by the operator.

Actualización: pude retirar $10.000 ARS de $427000, luego de eso intenté retirar el resto, osea $417000 y no pude. Rechazado por el operador.

Thank you very much, joaccozuccala, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Helabet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello joaccozuccala,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Helabet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Helabet doesn't seem to be going to answer.

Helabet no piensa responder parece.

Update: I just tried to withdraw and I still haven't received the money: "declined by operator".

Actualización: acabo de intentar retirar y sigue sin llegarme el dinero: "declined by operator".

There I was able to withdraw $20,000 ARS, I tried to make another withdrawal with all the money and it didn't let me, I have $397,000 left in the account.

Ahi pude retirar $20.000 ARS, intenté hacer otro retiro con todo el dinero y no me dejó, me quedan $397.000 en la cuenta.

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.

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. 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 might 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.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal V, Casino Guru