Heybets Casino - El jugador cree que el reintegro se ha retrasado.

Dear Sir/Madam,

I am writing to formally file a complaint regarding my experience with Heybets.io (Reg No 162024, license GLH-OCCHKTW0711122022.LFG Gaming N.V.). 

I deposited a total of €400,00 over one deposit and subsequently won an equivalent amount of 11,25 LTC after several hours of gameplay.

I made a withdrawal on Feb 26 and the withdrawal is still not processed after 48h without any clear explanation. Upon thoroughly reviewing the casino’s terms and conditions, I can confirm that I have complied with all requirements, including:

Not using any bonuses.

Wagering more than 1x.

Residing in a country where online gambling is legal.

Avoiding any non-risk gameplay or prohibited activities.

Altough I tried to contact the support team via live chat or email around 20 times, I only got 3 replies and they were unable to provide any resolution (The only reply I got is that my withdrawal needs manual review because it is my first withdrawal and it can take up to 24h) or clarification about the issue. As a result, I find it necessary to escalate this matter.

I kindly request that you investigate this case with the operator and provide a prompt resolution by approving my withdrawal. Failing this, I will be forced to escalate the matter further by involving the relevant gaming authorities and pursuing all available legal remedies.

I trust you will address this issue in good faith and without further delay. Please acknowledge receipt of this email and confirm when I can expect a response.

Thank you for your time and cooperation.

Best regards,

Player id: dud****

Dear Dudeitsbj,

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.

Alright, keep you posted if I’ve news. For now, the operator is not responding to any of my mails and live chat.

Dear Nick,

Operator is still silent. Does not answer to my mails and live chat since days now. Withdrawal remains pending.

Note that nobody asked my KYC.

can you help?

Hi Nick,

I still have no news from the operator. I keep sending chats and mails but no replies…

can you help?

Dear Dudeitsbj,

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.

Hi!

I still have no news from the operator. I keep sending chats and mails but no replies…

withdraxal is still pending.

Dear Dudeitsbj,

The questions you've raised about accountability and fairness are valid and resonate with many players who find themselves in similar circumstances. Unfortunately, we do not have information about the delayed payments from casinos with a No Reaction Policy, since they refuse to cooperate with us.

Many unregulated casinos exploit legal loopholes, and without proper enforcement from a licensing authority, it is difficult to hold them accountable. They rely on operating in jurisdictions with minimal oversight. Please know that we understand the emotional toll this can take. If you're feeling overwhelmed, I encourage you to reach out to a trusted friend, family member, or a mental health professional.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, we have no other choice since it seems to be a common practice for Heybets Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Heybets Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime