Helabet Casino - Spelarens uttag har försenats och kontot har begränsats.

Hello, I registered at the Helabet casino about two months ago. I made two deposits of about $100 and $150 without any problems, and I won $3,100, but they won't let me withdraw my money.

I deposited USDT cryptocurrency on the Tron network, but I've tried to withdraw it this way and it won't let me; I get a "payment rejected by the operator" message. I used my Binance account to deposit, and to try to make a withdrawal, I tried using my Mexc account to withdraw USDT on the same Tron network, but I'm getting the same error.

I've contacted them several times via chat and email, and they keep telling me to try again another day because they're having problems with the payment network, or that my carrier is rejecting the payment. This is all a lie, as I've tried with several USDT wallets on the same network, and nothing works. The problem is they refuse to pay me. When I make a withdrawal, it only allows a maximum of 500 USDT per withdrawal. It shows as pending, but after 10 minutes, the money is returned to my account with a "payment rejected by the carrier" message. I've tried this about 10 times already, and nothing has worked. They've stopped responding to my emails, and the chat only gives me generic messages and no solutions.

I registered by clicking a link; I didn't enter any personal information. When I went to withdraw my funds, I filled out all my details and profile. At that point, my account was limited to a maximum of $0 USD for any bet. My money is frozen, and I can't place bets or withdraw it. If you could help me recover my money, thank you very much.

I haven't used any welcome bonus and all the money I've earned and won has been from sports betting. They've also disabled the option to deposit money, as I was going to try to deposit a minimum amount using another method and then try to withdraw, but I can't do that either.

I've attached screenshots of the error message I received when withdrawing, as well as the emails I exchanged with them.

Hola buenas, me registre en el casino Helabet hace como dos meses he hecho dos ingresos de unos 100 USD y 150 USD sin ningún problema, y he ganado la cantidad de 3.100 USD y no me dejan retirar mi dinero.

El ingreso lo hice el criptomonedas USDT en la red Tron he intentado retirar por esta vía y no me deja me sale pago rechazado por el operador. Use mi cuenta de Binance para ingresar y para intentar hacer el posible retiro he probado con mi cuenta Mexc retirar USDT en la misma red Tron y tampoco me sale el mismo error.

He contactado con ellos varias veces por chat y por correo y me dicen que pruebe otro día que tienen problemas con la red de pagos, o que mi operador está rechazando el pago, cosas que es mentira ya que lo he intentado con varias wallets en usdt y en la misma red y nada. El problema es que no me quieren pagar, hago un retiro solo me deja Max 500 USDT por retiro sale pendiente me lo aprueban pero a los 10 min se me devuelve el dinero a mi cuenta y sale pago rechazado por el operador lo he intentado ya como 10 veces y nada. Por correo me han dejado de contestar y por chat me dan mensajes genéricos y ninguna solución.

El registro lo hice mediante click, no puse ningún dato, cuando he ido a retirar he completado todos mis datos y perfil. Y en ese momento me han limitado la cuenta a 0 USD de máximo en cualquier apuesta, tengo el dinero parado y no puedo ni apostar ni retirarlo si me pueden ayudar a recuperar mi dinero muchas gracias.

No he usado ningún bono de bienvenida y el dinero obtenido y la ganancia ha sido todo en apuestas deportivas, también me han deshabilitado la opción de ingresar dinero, ya que iba a intentar ingresar un mínimo de cantidad por otro método e intentar retirar pero tampoco puedo.

Os adjunto capturas del error que me indican al retirar así como de los correos mantenidos con ellos

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How long have you been unable to withdraw your winnings?
• Have you tried choosing a different payment method altogether, or requesting a manual withdrawal from the financial department?
• Have you been unable to deposit or place any more bets only after you filled out your player's profile? Are you able to access the casino section, or is it blocked as well?

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

Best regards

Veronika

Hi Veronika, I've been trying to withdraw my winnings ever since I first tried on December 1st of this month, and I keep getting the same error message ("payment rejected by provider"). Yesterday, they contacted me and said I needed to verify my account before I could withdraw my earnings. I sent them all the documents they requested: a copy of my ID (both sides), screenshots of my cryptocurrency deposits, my Binance history and profile, and a selfie with my ID along with the conversation I had with them. I'm waiting for their response, as they said my documents are under review.

Regarding the other questions, I couldn't make withdrawals using any method other than the same one I used for deposits. And regarding the third question, I can access my player profile and I've completed it with all my information, but since then I haven't been able to place any more bets. For any match in any sport, it shows that the maximum bet amount is $0.

I'm going to wait this week to see if they verify me, since they contacted me yesterday with all this information I'm telling you, and if I can't or continue to have problems, I'll let you know.

Hola buenas Veronika, llevo desde que lo intente por primera vez el dia 01/12 de este mes, el problema es que me salia la misma falla, ("pago rechazado por el proveedor"). Ayer se pusieron en contacto conmigo y me dijeron que me hacía falta verificar primero mi cuenta para poder retirar mis ganancias, les he mandado todos los documentos que me han solicitado id por ambas caras, captura de los depositos de cryptomonedas e historial y perfil de binance, y selfie con mi id con la conversación mantenida con ellos. Estoy a la espera que me respondan ya que me dijeron que mis documentos estaban bajo revisión.

Respecto a las otras preguntas no me dejaba hacer retiro de ninguna otra manera que no fuera la misma que la que hice los depositos. Y respecto a la tercera pregunta, si puedo acceder a mi perfil de jugador y lo he completado y rellenado con todos mis datos, pero desde ese momento no me deja realizar ninguna apuesta más, en cualquier partido de cualquier deporte sale que la cantidad máxima para apostar es de 0$.

Voy a esperar esta semana a ver si me verifican ya que ayer me contactaron con todo esto que le estoy diciendo y en caso de que no pueda o siga teniendo problemas les aviso.

Thank you for the information. Could you please clarify if the casino reviewed the documents you uploaded for your verification in the meantime?

Hello, I'm going through a rather long and tedious process. If you could help me, I'd appreciate it. I've already submitted more than 10 documents, and every day or two they ask for something new. It seems like they never want to finish verifying me. I've already sent them my ID (both sides), a selfie with my ID and their email address, transaction history of deposits to their platform with my Binance account, my Binance account details, bank account information, and internet and electricity bills from my home. They tell me that the team of specialists is verifying everything, and then a day or two later they contact me requesting something new. We've exchanged 22 emails. It's as if they don't want to verify me and are dragging this out. I've attached the email history I've had with them to date.

Buenas estoy en un proceso bastante largo y tedioso si me pueden ayudar, les llevo entregados más de 10 documentos y cada día o dos días me piden una cosa nueva parece que nunca quieren acabarme de verificar les he pasado ya mi id por ambas caras selfie con mi id y su correo, historial de transacciones de ingresos a su plataforma con mi cuenta de Binance, datos de mi cuenta de Binance, cuenta bancaria, facturas de internet y de luz de mi domicilio. Me dicen que el equipo de especialistas lo está verificando y al día o par de días me hablan solicitando una cosa nueva 22 correos llevamos intercambiados. Es como si no me quisiesen verificar y lo hacen eterno. Les dejo adjuntado por aquí el historial de correos que llevo hasta la fecha con ellos

Hello again, after 30 emails with them, I finally got my account verified, but I still can't withdraw my money. I keep getting the same error as before: "Payment rejected by the operator. Payment error." I've used the same deposit method and the same account, and it still won't let me. I really need your help. Dealing with them is very difficult; they only respond to emails every 2-3 days and haven't given me any real solution. I have $3,193.97 stuck in my account. I beg for your help. Thank you very much.

Buenas de nuevo, después de 30 correos con ellos he conseguido que verifiquen mi cuenta, pero sigo sin poder retirar mi dinero me sale el mismo error que al principio. Pago rechazado por el operador. Error en el pago. He usado el mismo método de depósito y la misma cuenta y no me deja. Necesito que me ayudeis porfavor. Es muy complicado tratar con ellos responden cada 2-3 días al correo y no me acaban de dar ninguna solución y tengo retenido 3.193,97$ en la cuenta. Ruego su ayuda muchas gracias porfavor

Dear Casape95,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello there,

Thank you Casape95 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Helabet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

They don't respond here, and I don't know what to do anymore. Communicating with them is complicated by email too, since they only reply once a week saying either it's already resolved and I should try again, or that their specialists will review it. The problem is that almost a month and a half later, we're still in the same situation, unable to withdraw my money. They offer no solution, and my $3,200 is still being held. I don't know if there's anything else I can do because it's almost grounds for a complaint that they're keeping my money and preventing me from accessing it.

No responden por aquí, ya no se qu hacer la comunicación con ellos es complicada por correo electrónico también ya que me responden cada semana y dicen o que ya está solucionado y lo intenté de nuevo o que lo van a revisar los especialistas el problema es que casi 1 mes y pico después seguimos igual sin poder retirar mi dinero. No ponen ninguna solución y sigo con mi dinero retenido 3.200$ no se si puedo hacer algo más porque tiene que ser hasta denunciable que se queden con mi dinero y no lo pueda sacar

Dear Casape95,

I have tried to contact the Helabet 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 you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter