Hello, since 11-07-2024, I have been trying to withdraw the funds from my account, but when I attempt to withdraw, a notice pops up instructing me to contact the security team at this email:

([email protected]). I did so on the same day, 11-07-2024, but as of today, 11-11-2024, I have not received any response, not even a confirmation email. I also asked via chat, but they tell me that they don't have a minimum response time.

hola, desde el 07-11-2024 que estoy intentando retirar los fondos de mi cuenta, pero al momento de retirar salta un letrero que me indica que me comunique con el equipo de seguridad a este correo:

([email protected]), lo cual hice el mismo día 07-11-2024, pero hasta el día de hoy 11-11-2024 no he recibido respuesta alguna, ni siquiera un correo de confirmación, pregunte también vía chat, pero me dicen que no tienen un tiempo mínimo de respuesta.

Dear d85269088,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Helabet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account blocked? Can you log in to play or to deposit?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Have you completed account verification in the casino?

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,

Tomas

-It is not blocked, I can log in normally

-live betting

-I did not use any vouchers

-I have been asked to contact the security team for this, but they do not respond to my email.

-no esta bloqueada, puedo iniciar sección con normalidad

-apuestas en vivo

-no hice uso de bonos

-me han pedido que me comunique con el equipo de seguridad para eso, pero no me responden el correo.

Hello, have you received a response from the casino?

hola, han recibido respuesta del casino?

Dear d85269088,

• Could you please share a screenshot of the status of your account?
• Could you please share your attempts to contact the casino regarding the issue?
• Post screenshots here or send them to my email at [email protected]

Thanks in advance for your cooperation.

Dear d85269088,

Has the security team contacted you or have you received any explanation from casino support since your last message?

Please let me know.

Hello, good morning, just two days ago they responded to me, and they asked me for several verification documents, which I already sent, now they say they are under review, I just have to wait.

Hola buen dia justo hace dos dias apenas me respondieron, y me pidieron varios documentos de verificación, los cuales ya envie, ahora dicen que estan bajo revisión, solo me queda esperar

Dear d85269088,

Have you received any response regarding the verification of your documents yet?

Please let us know about any updates.

Hello, they say they are verifying it. First they asked me to send photos of my ID on both sides, then a photo holding the ID and showing my face, and now they asked me for photos of my driver's license, and I am still waiting.

Hola, dicen que están en verificación, primero me pidieron enviar fotos de mi DNI por ambos lados, luego una foto sosteniendo la cedula y mostrando mi cara, y ahora me pidieron fotos de mi licencia de conducir, y aun estoy a la espera.

Thank you very much, d85269088, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Helabet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

My account has already been verified, but I have been trying to withdraw for two days, and the withdrawals are declined, according to them, due to technical problems.

ya mi cuenta fue verificada , pero desde hace dos días que intento retirar, y los retiro son declinados segun ellos por problemas técnicos.

Hi d85269088,

I’ve reviewed your case and I'm sorry to hear about the difficulties you’re experiencing with your withdrawal. I will do my best to assist you by reaching out to the casino. We will see what can be done once I receive their response.

Dear Helabet Casino, I would like to invite you to join this conversation in order to help resolve the player's complaint. Could you please provide more information regarding this case? Specifically, I would like to understand why the player’s withdrawal requests were denied.

I look forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email at [email protected].

Kind regards,

Natalia

Hello, it's been almost a week since I was able to withdraw, I already sent all the requested documentation and the casino keeps saying that it's due to technical problems, I feel like they're making fun of me.

hola ya casi una semana sin poder retirar, ya envié toda la documentación solicitada y el casino sigue diciendo que es por problemas técnicos, siento que se están burlando de mi

Thank you for the updates, d85269088.

I hope the casino will provide us with more information shortly.

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.

Dear d85269088, unfortunately, the casino ignored our emails and didn't react to your complaint. There's not much that can be done without its cooperation, therefore I'm forced to close your complaint as unresolved. If the casino decides to react, the complaint will be reopened and you'll be notified about it via email.

In the meantime, you can contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact). Despite the licensee stating that it won't mediate disputes between players and operators, it is still worth a try. Please, let me know if you decide to contact them and hear back ([email protected]).

I am sorry I could not be of more help on this occasion.

Best regards,

Natalia