Heybets Casino - Acceso a la cuenta del jugador denegado después de la solicitud de retiro.

After playing for around 5weeks on Heybets, nothing was wrong. a nice VIP manager, money in and out. And after i tried to make a cash-out for 5k last Thursday, problems started.

Today i finally got some answers, and had to somehow verify my account (bit strange, but no problem) sent in documents, get confirmation they received it.

Now from 8pm it is out of nowhere no longer possible to acces the website from the Netherlands and also not possible anymore to log-in to my account.

So they actually changed something on there website, while not communicating anymore towards me.

Dear DutchGambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Heybets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

I checked the casino from the Netherlands with the following result:

• Have you received any justification for the situation from your VIP manager or casino support?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of casino bonuses? 

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

Best regards,

Tomas

Hi Thomas,

Thank you for your reply. And already thank you for your help trying to get this resolved.

After asking many and mulitple times, there is no justification or responce since they changed to the screenshot you provided (i just received a responce from there customer care that there finance team is checking my documents which can last up to 3days).

Up till yesterday there was a cross on that pop-up which they advices to click away to be able to play. (i made a screenshot)

I am a sportsbetting player, i don't play any casino games.

My account balance is not connected or achieved by any bonus at all.

Also, i made screenshots of many different things. So you can right away get more info about the situation. How can i add them?

You can post screenshots here or alternatively send any relevant information to my email at tomas@casino.guru

I Have e-mailed you 10+ Screenshots.

Thank you very much, DutchGambler, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear DutchGambler,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Heybets Casino representative to join this conversation and participate in resolving this complaint.

Dear Heybets Casino,

Could you state why the player lost access to his casino account? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Hello Stefan,

we are still in the mids of the KYC check and requested further documents, but it seems like after the check we got the information that the player is accessing the site from a restricted area which doesnt comply with our terms of service.

Best

Dear Stefan,

Thank you for your reply, finally atleast an official statement from Heybets. But of course this is very weird and my restricted area is/was absolutely not a secret to Heybets.

I came on to Heybets casino threw (.NL) websites, where Heybets was/is advertising for new players from the Netherlands. I asked either your VIP manager as CustomerCare staff, prior to my first deposit if i am welcome to play on Heybets, which they both agreed to (i have saved screenshots from that). Furthermore Heybets accepted my deposits and also let me place bets from (a restriced area), also i already did withdrawals which got accepted and processed before any strange KYC request was sent. Up to 3weeks ago, also the website was accesable from the Netherlands, only after my withdrawal request and my first complaints something was changed on the Heybets website to no longer let Dutch visitors on to the website (Also screenshots from that change are saved). Allthough the casino is still advertising on certain platforms stating you actually do accept players from the Netherlands.

The problem for me being from the Netherlands, only became a problem after winning, and when i wanted to make a bigger withdrawal. There was absolutely no problem to sign-up, to deposit, to play. To me it looks more that you don't accept winnings and nothing to do with not accepting players from a restricted area. Otherwise, just restrict it!

Also i would like to draw to your attention, there are more restriced area's where Heybets actually did the exact same thing to players (just read a few online player reviews). And there are restricted area's where you are still advertising for new players from that specific restriced area. Which basicly makes your policy to take money from everybody and to pay nobody.

I have absolutely no problem with not playing anymore on the Heybets website, once you tell me that players from the Netherlands are not allowed. But then don't accept them signing up, don't accept there deposits and certainly don't accept there bets.

For now i would just like to have my withdrawal request accepted and receive my account balance. Which is actual funds where you accepted bets for (just in case, i have also saved my complete betting history).

Kind regards,

Dear Heybets Casino,

Thank you for your response and the information provided.

Was the player allowed to register from the Netherlands at the time of registration? Or did the player use a VPN to bypass registration from a restricted country?

Thank you very much in advance for providing the information.

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.

Hey Stefan,

we are still in the middle of the KYC process.

Please give us some time to correctly check all documents.

Best regards



Dear Heybets Casino,

Please, keep us updated regarding the matter.

I'll be awaiting your reply.

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.

Hi Stefan,

Thank you for you time and effort into this, allthough sadly not much progress with Heybets.

There KYC process had been approoved before. As there where already deposits/withdrawals made. So i am not sure why, but to me it is a fake extra process, just to stall time or to find something to hide behind. They have asked now again for all kinds of income statements, which is a bit weird for a crypto only casino.

Also here i didn't see them answering to the above question's. With the question for the registration from restricted country's.

I still somehow hope they just answer positevely and re-open my account and let me withdraw the funds.

Hey there,

we are still waiting for further documents.

Best

Dear Heybets,

This is just so unfair. Everytime after 3 weeks, you come up with a new idea to slow down the process. Why are you stalling and being so unsportive? It will just get you more bad publicity.

And still you are not answering to the basic question's that are asked here by Stefan.

You have a Crypto casino, so it is very difficult to even show the source of wealth from crypto's. As my salary or other income streams come in Fiat funds. So that basicly proofs no source of crypto wealth. In most and my case these have been bought or received several years ago and just rised extremely in value. So i think to ask for a source of wealth for the crypto coins, it is basicly a question that cannot be answered succesfully.

I am more then happy to provide you with further documentation if that is really the case, but seriously i dont believe it. This should really take 1day to verify (as it takes at every casino). Also i had already a verified account, with a VIP manager playing reasonable high stakes. Have done several deposits and withdrawals. So this whole extra slow KYC proces, is only being used to slow down the proces, slow down a withdrawal and try to capture my funds.

Just be fair, re-open my account and let me withdraw my account balance, or did you already do different things with it?

Dear Heybets Casino,

Could you state what information do you require from the player for further verification?

I'll be awaiting your reply.

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.

Hello Stefan,

I will copy the message we sent to the player in here so you can see. We have no answer on this so far.

''I hope this message finds you well. At Heybets, we are committed to providing a safe and secure environment for our members. As part of our ongoing compliance efforts and in line with international Anti-Money Laundering (AML) and Know Your Customer (KYC) standards, we occasionally request our users to provide additional information regarding their Source of Wealth.

​

​Why is this necessary?

It’s important for us to understand the nature and origin of our users’ funds. This ensures we maintain a responsible and compliant platform, and it helps protect both our community and the broader financial system from potential misuse

​

.What do you need to provide?

To complete the Source of Wealth verification:

​

Step #1: Please provide a brief description of the source(s) of your funds. This might include earnings from employment, investments, business activities, inheritance, or any other significant sources.

Step #2 - Attach relevant supporting documentation. Depending on your source, this could be:

​

Employment: A recent payslip, employment contract, or tax return.

Business activities: Company registration, shareholder certificate, or latest annual report.

Inheritance: A will, legal letter, or grant of probate.

Investments: Portfolio statement, dividend letter, or sale statement.

Please ensure that any uploaded documents are clear and legible. We will treat your information with the utmost confidentiality and it will only be used for compliance purposes.

​

​How to Submit:

You can just reply to this e-mail and provide your documents as an attachment.If you have any questions or need further clarification on this process, please don’t hesitate to reach out to our dedicated support team at support@heybets.io

​

Thank you for your understanding and cooperation.

​

We appreciate your continued trust in Heybets.

​

Warm regards,

Support Team

Heybets''

Hello DutchGambler,

Did you manage to respond to the casino's email with the necessary documents?

I'll be awaiting your reply.

Dear DutchGambler,

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.

Dear Stefan,

The problem is. I have been sending documents after i opened my account. It got verified. I Made deposits and small withdrawals everything was fine. So the unanswered question is, was i allowed to create the account? do they aknowledge they accepted players from the Netherlands? Did they aknowledge i placed bets and where these accepted? Am i allowed to play after i pass the new verification?

There is absolutely no reason to ask for Source of Wealth documentation. I mean, this has absolutely nothing to do with Crypto assests. I mean i am perfectly fine in sending it, but it is just not right, it has nothing to do with it. Also if these documents where required to accept a player from the Netherlands playing with Crypto assest, why did they not asked for it right away, why isn't it part of the sign-up process? Also if you read this conversation, you see they first go from player is from a restricted area now to source of wealth? And then what's next?

Hello DutchGambler,

Verification is usually requested after the first withdrawal request. The verification process will be much faster if you follow the casino's instructions. Please let me know once you provide the casino with the documents.

I'll be awaiting your reply.

Hi Stefan,

Yes indeed, after the first withdrawal proces, but i have made already 4 withdrawals before this new KYC / Verification proces started. Where they also first discussed restricted area acces which now turned into a source of wealth questionionairre.

I will provide them with the requested documents. But i seriously just don't believe them anymore.

Hello DutchGambler,

I understand this must be frustrating for you, but this is a regular process from the casino.

Did you manage to provide the casino with the necessary documents?

I am looking forward to your response.

Dear DutchGambler,

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.