Hi Sandydock,
Welcome to the club, maybe you can file a complaint to Gaming Curacao? That is the licensor of Heybets and can take sanctions against them as Casino Guru can only mediate.
Looking to my complaint Heybets was doing all it can to get it closed and when it was closed as unresolved giving them black points they reopened it almost immediately and updated the amount with false claims about my balance.
You will probably have to go to go their licensor or a Curacao court to retrieve your funds back, the casino will not cooperate if you look into the complaints ongoing and on trustpilot.
Hi Sandydock,
Welcome to the club, maybe you can file a complaint to Gaming Curacao? That is the licensor of Heybets and can take sanctions against them as Casino Guru can only mediate.
Looking to my complaint Heybets was doing all it can to get it closed and when it was closed as unresolved giving them black points they reopened it almost immediately and updated the amount with false claims about my balance.
Hi sorry to jump in but have you had any update from the licensing authority ? I see that your complaint is in the Waiting for decision of regulator status. Would it be possible to let us know when you have something new ?
Hi Jaro,
Currently no updates, it can take some weeks before having an update from the Licensor as they need some time to investigate and it depends on their workload too.
As soon as I have more info I will post it of course.
Youssf, I'm not sure if we're reading the same complaints but a good majority are resolved, but it's just a matter of time.
That being said, yesterday I had replied to Radka and mentioned that we have other remedies 😉and if I am unable to resolve the dispute through Casino Guru then we'll engage with Heybets through other means. I cannot speak to specifics in an open forum, but let's just say it's awesome to have family that works in the State Department and are licensed to practice law in certain Caribbean nations and the Middle East.
I do want to add an update here as well, the casino reached out today (the 14th day [funny how that works]) and asked for more documentation, to which I have responded with the requested documentation. Let's see what they come at me with next.
It depends on how you look on the cases but I hope your case will get resolved quickly without any issues 🙂
Hi Jaro,
Currently no updates, it can take some weeks before having an update from the Licensor as they need some time to investigate and it depends on their workload too.
As soon as I have more info I will post it of course.
I understand, I probably asked too early. Anyway, thank you for your feedback and I hope that you will get the relevant news from the licensing authority and everything will be resolved fairly.
I will wait for an update.
Youssf, I'm not sure if we're reading the same complaints but a good majority are resolved, but it's just a matter of time.
That being said, yesterday I had replied to Radka and mentioned that we have other remedies 😉and if I am unable to resolve the dispute through Casino Guru then we'll engage with Heybets through other means. I cannot speak to specifics in an open forum, but let's just say it's awesome to have family that works in the State Department and are licensed to practice law in certain Caribbean nations and the Middle East.
I do want to add an update here as well, the casino reached out today (the 14th day [funny how that works]) and asked for more documentation, to which I have responded with the requested documentation. Let's see what they come at me with next.
I noticed that you are just waiting for your withdrawal, which is still pending according to your complaints. I wonder when you will get it. However, have you been successfully verified or have you still not succeeded ?
Hello Jaro, could you please help me to file complaint to Gaming Curacao?
Because i see that complaint at Casino.guru does not make any sense. You collegue Tomas does not see that they are intentionally do not want to pay me my winning. And Casino now will wait 2 weeks for reviewing my documents. And Tomas said me that i send document that was not in list casino provided. But i think it is their problem, that they do not know all sources of wealth.
Hi, I think that since Tomas is a specialist in complaints, he knows what he is doing best. I would advise you to be patient for a while because I see that you are all trying to resolve this situation and Tomas is now asking the casino if they are able to verify it. If this does not work and the complaint cannot be resolved, then I would recommend contacting the authorities, although from what I can see the casino does not have a license. So would it be possible to wait for the complaint to develop ?
You know, based on the latest update, I think it is worth waiting for the casino's reply:
"I understand your point, sandydock. I now suggest asking the casino if the document you provided is sufficient in order to complete the verification.
Dear Heybets Casino,
Can you please confirm if you are now able to verify the player?"
Simply because the Curacao licensing authority usually does not step in the way we can. Aside from that, just imagine the process would start from the beginning; all questions would need to be answered again, and the casino reps would need to focus on both complaints.
Additionally, may I know where you found the casino that was licensed? As far as I can see, there is no license. Check it out.
And the validator is missing the green thick, probably because it is not active.
"To check a Gaming Curacao (365 / JAZ) license is valid, the easiest way is to click on the validator on the website. This will usually appear as a small, clickable logo"
Sadly, it can't be done:
Morning Youssf, I have provided the casino with everything they've asked for but still no payout. The casino hasn't responded to the complaint either other than on the first day asking me for more information to which I sent them what they directly asked for along with additional (thanks to this forum I learned they could/would ask for these) documents like bank statements and paystubs.
Crossing my fingers for a resolution soon...those funds would come in handy with the holiday season upon us.
Radka, I just so happened to have an older version of their page up, I've kept it open since my withdrawal request....so it was at the ready when I needed to respond.
So between 11/14 (when I first visited the page) and now, the link is gone from that logo. Previously it used to direct you here: https://licensing.gaming-curacao.com/validator/?lh=95ecb1b9ed965bcb7832d7d6429d9a73&rlh=373be54e7345476ea0b6f27862c70276
Which is the link to their license, that was suspended. The fact they removed the link but kept the logo is a bit unsettling and I am sure is 100% against Gaming Curacao guidelines...I think they may find it interesting that a suspended licensor is operating under their banner without the proper credentials...
Morning Youssf, I have provided the casino with everything they've asked for but still no payout. The casino hasn't responded to the complaint either other than on the first day asking me for more information to which I sent them what they directly asked for along with additional (thanks to this forum I learned they could/would ask for these) documents like bank statements and paystubs.
Crossing my fingers for a resolution soon...those funds would come in handy with the holiday season upon us.
According to what I have seen the documents should be fine and yes now you are waiting for your withdrawal. I am curious how it will turn out in the end and I firmly believe that it will be good. If you have any update let us know for sure. I will be waiting and fingers crossed. 🤞
Radka, I just so happened to have an older version of their page up, I've kept it open since my withdrawal request....so it was at the ready when I needed to respond.
So between 11/14 (when I first visited the page) and now, the link is gone from that logo. Previously it used to direct you here: https://licensing.gaming-curacao.com/validator/?lh=95ecb1b9ed965bcb7832d7d6429d9a73&rlh=373be54e7345476ea0b6f27862c70276
Which is the link to their license, that was suspended. The fact they removed the link but kept the logo is a bit unsettling and I am sure is 100% against Gaming Curacao guidelines...I think they may find it interesting that a suspended licensor is operating under their banner without the proper credentials...
Oh yes, we also noticed that and that's why Radka wrote a post where she basically also talks about the fact that the casino doesn't have a license.
According to what we can all see, it was suspended and since it doesn't redirect you anywhere or throws you out that the validator is suspended, the casino has lost its license. So kudos for noticing that. 👍
It is weird that in their promotional e-mails they keep sending to me they mention Antillephone as their Licensor. So I wonder if that was their previous licensor or their new one?
Jaro and Radka,
Could you let the Casino team have a look into this with the casino rep/license holders?
Hello,
I tried, even though I'm not part of our dedicated Data Team, that's why I previously asked the player.
Maybe you can help me a bit. Is this Antillephnone license the real validator - the clickable one with green thick, please?
Well, the way I see it, the best thing we can try is to forward one of these promotions right here: data@casino.guru
I think it is pointless to ask the casino directly without it. 😉 I hope you catch my meaning.
So the current logo on the website (which is not working) is from Gaming Curacao (365/JAZ) which is their current licensor I think? Or suspended which wont surprise me given their track record of responding to players.
But in e-mails the casino sent for bonuses and other deals they mention that Antillephone (8048/JAZ) is their Licensor which is quite weird.
I agree that the situation is not pretty clear.
But this is the first time I heard that promo emails contain an Antillephone license mark. Can you please paste the screenshot of such an email? I'll forward it to my colleague from the Team.
The way I see it, the casino is not licensed; otherwise, the validator would work. I hope the casino is in the process of getting the license instead of pretending they already have one. 🤔
They mention here Antillephone as Licensor.
But is a casino lies about their license they are nothing but a rogue and should be avoided at all costs.
Earlier they did have a license I think but don’t know whats the case now.
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
