Heaps O Wins Casino - 플레이어의 탈퇴가 지연되었습니다.

FRAUD!!!! THEY WILL TAKE YOUR MONEY!!!!

Its been over a month and I am still chasing my withdrawal. Initially they offered bank transfer the they refused bank transfer and offered bitcoin. I am not bitcoin savy, never used bitcoins but that's the option they gave me. Heaps o wins claim they have paid out through bitcoin but when i ask for transaction Id or evidence, no show from their side. They can't provide legit transaction id. I am taking them legal for their fraud gaming practices.

Dear saxenasiddharth, 

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 confirm that 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, 

Veronika

Dear saxenasiddharth,

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 Veronika,

Thank you for considering and looking into my complaint. It was the first time I initiated withdrawal but have been depositing and playing regularly. I can confirm that all kyc has been completed and their finance department have confirmed my account. The winning had no wagering requirements and without bonus.

Thanks

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

Thanks

Hello there,

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

I would now like to ask Heaps O Wins Casino for their help in resolving this complaint. We would like to know what happened to the withdrawal and if you can provide the transaction ID to my email (peter.c@casino.guru).

Thank you!

Hi Peter, that's the problem that they have not lrovided me any transaction id. When i requested they send me the payout date and amount they have transferred. Also, their bitcoin payout address where the money is transferred is different to what I gave them. They are not responding to any requests now. I am helpless.

Do you guys have any legal authority as I really want to go legal with them to expose their malicious and ill practices.

Dear saxenasiddharth, can you please provide me with your bitcoin address either here and I'll private your message so it's not visible to the public or through my email (peter.c@casino.guru) if you prefer?

Thank you in advance for your cooperation!

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 won't respond take it from me.

Dear saxenasiddharth, I received a message from the casino representative about this complaint. I am currently waiting for some clarification about the case and I'll update you as soon as I have a response.

Thank you for your patience!

Nope...they have transferred to wrong address.

Dear saxenasiddharth, do you have any email or communication where you provided the Bitcoin address to the casino that you could forward me as evidence, please? Thank you in advance!

Their customer service team advised me to add bitcoin address in withdrawal section which I did. I asked HeapsOWin the same question, to provide me an evidence where I have sent this incorrect bitcoin address but there was no reply

I sent bitcoin address through customer service chat as well and when I requested a transcript they failed to provide one. Surely, all legit sites should have transcripts stored. The chat transcript was neither ever emailed to me at the end of sessions nor supplied when requested.

Dear saxenasiddharth, I have been in contact with the casino and they provided me with a screenshot of their account logs showing that you have put in the wrong Bitcoin address yourself. If you do not have any evidence that would prove otherwise I will unfortunately have to reject your complaint on grounds of insufficient evidence.

Thank you in advance!

They have told you half of the story. They have conviniently sent you the incorrect bitcoin address i have provided BUT not sent you an evidence when i provided a correct address. I do not recall however, It was confirmed to me by their customer service that i provided bitcoin address on 16th aug and provided another one on 17th.

Please double check with them.

On top if I wasn't that confident about my claim, i wouldn't have been wasting my time in messaging, complaining and phone calls. I am 100% certain that they have made an error and now finding way out.

Secondly, at the time of signing up they guarantee bank transfer then why at the time of withdrawal they changed their method and gave me only bitcoin option. That's misleading. I wouldn't have played on the website if I knew that they only do bitcoin. This is cheating!

Dear saxenasiddharth, I have checked the evidence, and the address where the casino sent the funds was added on the 17th of August. You mentioned that you added an address on the 16th as well, may I ask what was the reason, have you made a mistake or did you purposefully want to change the address?

Thank you in advance for your cooperation!

It wasn't a mistake. I was on chat with their customer service team and the address the was provided to them. Have you seen the evidence of was put in when processing withdrawal.

Reason is when i sent the address, i was informed that I need to go in withdrawal section and enter the address, i need to see evidence where have I given wrong address at the time of processing withdrawal.

I would also like to see what evidence have they shown you for 2 addresses?

Dear saxenasiddharth, I understand your point of view and would like to provide you with more information, but due to policies that casinos as well as our company must follow, such information cannot be shared.

From the evidence the casino has provided, it seems that you entered the address yourself on the 17th of August, and was used at the time of processing of the withdrawal. As the withdrawal was through Bitcoin it will be difficult to proceed due to the nature of cryptocurrency. I would recommend you to file an official complaint to an authority but since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will see what I can do to help but it doesn't look very promising.

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

Agree.

When I contacted legal agencies they said they have received numerous complaints against Heaps o wins and due to the complex nature, as it doesn't have any presence in Australia, it would be difficult to take any action. Above all, the online casino and pokies are banned in Australia and if they deny withdrawal no one can do anything.

In my case, things have worked in their favour as firstly they changed their withdrawal terms to only bitcoin which was unfair and then they are not providing all evidences. Hence the reason of my complaint.

How can they process withdrawal when the correct address was entered at the time of withdrawal irrespective of what I have sent.

Dear saxenasiddharth, I have discussed ways to help with this issue but sadly due to the nature of it being through cryptocurrencies, there's no way to reverse or track this payment. Due to the fact the casino provided evidence and overall cooperated in the investigation, I will have to reject the complaint. I am truly sorry I could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.