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Since end of August I have requested a withdrawal and still haven't received anything. They requested multiple Kyc documents and still nothing. I have never had to dial with such ridiculous betting company.

Dear nlekka18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

No withdrawals before, just one deposit and I have never used any bonus. They let me place a few bets and then they limited my bets. Naturally since Im not allowed to bet, I decided to withdraw on August 21st.

They asked for KYC and the normal documents that every company asks which I provived. Then they asked for a photo of myself holding my passport and a paper with the current date and my username on the 20th of Semptember. After that, I got the message that the ''finance'' team got the documents and I have to wait. Since then, I havent received my withdrawal and today(after the complaint) they sent an email asking for source of funds(lol). I have no intention whatsoever providing any other documentation as Im not required by law and Im never gonna do another bet on their platform. I just want my money.

Thank you

Thank you for your reply, nlekka18. Do I understand correctly that you have not provided proof of income yet? Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible. 

So if I provide the source funds( for 500 dollars) whats the next thing Heybets gonna ask?According to your experience is it common for a Kyc procedure to take nearly 3 months?

I am sure you are well aware I cannot predict the future. I can only review the most recent situation and evaluate its fairness. And yes, I do agree that three months is a long time, however, in order to proceed with any complaint we need a certain level of cooperation. I explained that many casinos request documents like this and it isn't anything special or unusual, therefore we cannot force the casino to omit this document for you.

Could you please advise if you have already provided the requested document?

Dear nlekka18,

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.

Yes

i provided the documents 10 days ago and still no reply from them or any update.

Thank you very much, nlekka18, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi nlekka18,

I've reviewed your case and am sorry that you came across such an issue with Heybets. I'll try my best to help you by contacting the casino and we'll see what can be done when they reply.

Dear Heybets Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please confirm you have received any documents for source of funds proof? Can you please advise at what stage the verification is at the moment?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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 Natalia,

nice to meet you.

We requested documents for our source of wealth verification step and are currently reviewing them.

Best Regards

Florian

Thank you for the reply, Florian. Would you please specify, how much time it may take at maximum to review the document?

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 Natalia,

this has already been resolved and the payer got payed out 🙂

Attached you the last message.

Best

Thank you very much for the updates, Florian!

Dear nlekka18, based on the information provided by the casino representative your withdrawal request was processed. Would you please confirm receipt of the money? Thank you.

Yes I have received the money.

Dear nlekka18,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru