Helabet Casino - Povlačenje igrača je odloženo.

I have been playing at this casino the last couple weeks. I have deposited through bitcoin over 10 times without any issue, depositing several thousand dollars. I finally had a large win >$30,000 and was very excited. I instantly made a withdrawal request and was very surprised when it hit my crypto account within 30 minutes.

I then decided to make another withdrawal of $5000 to which it was declined without any reason. I tried a few more times and they kept on being declined. I contacted support and then was told to email security@helabet.com the front and back of my ID and it will take upto 48 hours to process.

After waiting 2 days i contacted security@helabet.com again and they emailed me saying I need to take a photograph with me holding my ID and also holding the exact email they are sending all in the same picture with all writing visible. This is extremely difficult, but after several attempts they said my account it processed and I can now withdrawal.

I made a withdrawal for $5000 AUD and it was accepted within 15 minutes. Then after a day I emailed security@helabet.com and they replied saying the withdrawal was processed and wait for it to hit my account. After waiting another day I emailed them back and they replied saying there's technical issues and I need to make another deposit. I made another deposit and then emailed back and they keep replying with the same email.

Then after another day I email them and they reply saying the withdrawal is processed please wait until it hits my account. Then the next email they say due to technical issues please make another deposit. This keeps going around. It's definitely some sort of scam!

Customer support on Chat takes an hour to reply and then says to email them.

Dear NicholasPage2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? If there's any relevant communication, please forward it to petronela.k@casino.guru.

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear NicholasPage2022,

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.

Hi Petronela,

I will email you across all the evidence.

Yes the withdrawal has been pending for 2 weeks now. My first withdrawals went though within 30 minutes into my crypto account. So 2 weeks waiting without a reply is extremely frustrating.

Thank you very much, NicholasPage2022, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear NicholasPage2022,

Do you have any news regarding your withdrawal request?

I am looking forward to your answer.

Kind regards,

Stefan

No news as yet.

Withdrawal was accepted on 29/9

and it's just sitting there as waiting to be processed.

I can't make any other withdrawals, they just get declined immediately and I've made numerous other deposits. Support replied saying they are looking into it on 30/9 but haven't heard back from them.

Dear NicholasPage2022,

Thank you for the provided information.

I have contacted the casino to respond to the complaint. It will probably take some time to set up their account. Thank you for your patience.

Kind regards,

Stefan

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.

I have emailed support twice and the last i've heard from them is on 30 Sept saying they are looking into things, and then on 2nd Oct they said they will come back to me with further information.

So it's been a month since the withdrawal request was approved. Totally unacceptable. I'm the highest VIP level, you would think they would respond.

they reject every withdrawal.

Im not even going to bother with this any further.

Hello everyone, I sent a request to the security service to find out what the problem is with Player ID: 477678665

Dear helabet Casino,

Please, respond to this complaint as soon as you have any news regarding the player's withdrawal.

I am looking forward to your response.

Kind Regards,

Stefan

Give me the player's transaction id, plz

Dear NicholasPage2022,

Could you please provide us with the transaction ID? Thank you very much in advance.

Kind Regards,

Stefan

Dear NicholasPage2022,

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.

hello , any update ?

Dear helabet Casino,

The player has five days to respond. If he fails to respond to the complaint, it will be "rejected".

Kind regards,

Stefan

Hi Stefan,

My player ID is : 477678665

i tried to make 20+ withdrawals and all were rejected. Can they look into my account and just look at every withdrawal transaction.

Dear helabet Casino,

Is it possible for you to check the player's transactions with the player ID?

I am looking forward to your response.

Kind regards,

Stefan

Don't worry, I lost all the money in my account. Can I please have my account closed with my player ID 477678665

thanks

Dear NicholasPage2022,

Thank you for the provided information.

Please, write to casino support with a request to close your account.

As the complaint is not relevant anymore, I will close it as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan