Complaint #41 Helabet Casino

Unjustified Crypto Withdrawal Delay with Fully Verified Account

By Lucasv621

2 months ago

Dear AskGamblers Team and fellow players,

I am filing this complaint not only to resolve my personal issue but also to warn the community about the current withdrawal practices at Helabet.

I requested multiple withdrawal requests of my full funds ($283.95) in the last 3 days with no success. My account is fully verified, and all my KYC documents have been successfully approved without any issues.

When I contacted customer support regarding the delay in my payout, they told me that they are experiencing "issues with the crypto payment system." It has now been over 3 days, and my withdrawal is still pending.

As players, we choose crypto precisely because it is fast, efficient, and not subject to banking delays. Using "crypto network issues" as a blanket excuse to hold player funds for days is completely unacceptable and damages the trust of the betting community. If the gateway is truly down, an alternative payment method should be offered immediately, but support only gives me generic responses and no concrete solutions.

I am sharing my experience so other players are aware of these delays before depositing. I kindly ask the AskGamblers team to step in and mediate, as players deserve transparent and timely payouts.

I have attached all necessary proof (pending withdrawal screenshot and support chat transcripts). Thank you for your time and support to the community.

Disputed Casino Helabet Casino

Reason Declined payment

Amount $283.95

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed. Rest assured that all screenshots are set as private, and can only be seen by the involved parties.

We thank both parties for their assistance during the complaint process.

Lucasv621

2 months ago

I confirm that the funds were received. However, I would also like to point out that the screenshot posted by the casino contains personal account information that should normally be anonymized. I hope greater care can be taken in the future when sharing player data publicly, and I kindly ask AskGamblers to remove the image from Helabet response. Thanks.

Helabet Casino

• Representative

2 months ago

Good evening, team. The customer has successfully withdrawn the funds from the account. The account balance is 0.

Lucasv621

2 months ago

Hi, I don’t know if it was because of this post, but today I was able to successfully withdraw my money. Thanks to Askgamblers for the mediation.

Helabet Casino Complaint Stats

Resolved 18 / 19

Avg. Amount $645

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Helabet Casino Complaints

See all complaints for this casino

Over 15 days of payment delays and 42 rejected withdrawal attempts Helabet continues to accept crypto deposits while failing to process any crypto withdrawals

Hello

I'm writing to formally raise a serious complaint against Helabet for wrongfully withholding my funds under unjustified and prolonged circumstances.

For over 15 days, I have been unable to withdraw my balance due to what the platform claims is an issue with their withdrawal system. Despite repeated attempts — over 43 withdrawal requests, all of which have been rejected — the issue remains unresolved.

I have contacted both their customer support and security team multiple times. Each time, I receive the same generic response: “Please wait for our specialist to resolve the problem.” However, no progress has been made, no timeline has been provided, and no real solution has been implemented.

I have also attempted to withdraw using alternative cryptocurrency methods, but none of them are functioning. This clearly indicates that the issue is not isolated but affects their entire crypto withdrawal system.

What is especially concerning — and highly unethical — is that Helabet continues to accept cryptocurrency deposits while fully aware that crypto withdrawals are not working. This raises a critical question:

Why is this sportsbook still accepting crypto deposits when users cannot withdraw their funds?

For clarity: My account is fully verified, and I have provided valid identification.

There are no compliance issues on my end. The delay has exceeded reasonable operational timelines with zero transparency.

Thanks you

Resolved

$393

Unprocessed withdrawals for 4days

I have issued several withdrawals on bet account number < sent to the casino >.

It has been 4days now and I have not received any fund.

I contacted support and i was given maximum of 48hours to wait but it's over 80hours now I haven't received the money.

It's so frustrating that I don't know what to do.

I texted several times to support and they kept giving me the same response.

Please support, kindly check and resolve this issue as soon as possible.

Kindly check and give me feedback on what to do.

Resolved

GHS6,000

3 months can't withdraw from Helabet

After all my documents were verified and the security department approved my withdrawal on September 17, I tried to get a response from “[email protected]
.” They then redirected me to “[email protected]
.” Over the course of two months, I sent more than 20 emails - they either replied after two weeks or did not reply at all.

Because of this, I started contacting live chat support on the website. On October 1 they informed me there is an issues with their payment system. I also contacted them on October 2, 6, 7, 11, 24, 25, 29, and on November 3, 4, 11, 12, 18, and 20. Every time, they claimed they were still experiencing “payment system problems.”

After a long period of waiting, they opened two e-wallets for me, but I cannot register on either of them because registration is not available for Russian citizens. Despite this, they told me that in order to withdraw my funds I must deposit more money and wager my entire balance again with odds of at least 1.1. I refuse to do this.

I deposited my money via Litecoin cryptocurrency, and I want to withdraw my funds the same way or to a bank card. Their request is absurd — first they refuse to process my withdrawal, and then they ask me to gamble all my winnings again.

This has already been going on for three months.
My account 1075203371

Resolved

€996

Withdrawing from account

Hi,
I try to withdraw money from my account for 20 times, but it does not allow me with different sums and differen wallets.
Try to speak with customer support dozen times but it is always the same - issues and working on them. I followed all requirements of the sportbook and it is always the same errors.

Resolved

€801

Withdrawal method is hidden or disabled after winning

Hello sir, what a scam website is helabet. Why gambling commission is not looking at these? Who gave license to these? My withdrawal method is hidden for 10 days but not a single update. They always say technical issue and they never show any withdrawal payment methods. If you win you will never get your winnings proven. Check my proofs, I have collected more proofs.

Resolved

₹19,000

Withdrawal option hiden for me

Sir due to winning casino hide my withdrawal method just due to technical error option not aavailable but other player have all withdrawal option only for me they hide it, I know please help get withdrawal and enable my withdrawal method askgambler please look into matter other wise I will complaint to indian go.

Resolved

Withdrawal via Mpesa not received in Mpesa

I made a withdrawal via Mpesa on 25/06/2025 16:44 on my account 1275582451, and I haven't received the money as of today.

The withdrawal status was showing as approved, and after 10 minutes, the status changed to a dash(-), and I never received the money.

I tried contacting the Helabet Kenya social media pages e.g, Facebook, and no response has been given.

Today, they managed to respond to an email I had sent a day before, saying that they will follow up on the request.

No further information given or update as of now.

I am afraid there is no customer service available with this casino, but rather bot responses that could remain unresolved.

Any assistance will be appreciated.

Resolved

Ksh500

After passed verification process, the bookmaker informed me that I could withdraw my funds

Hi,

I am writing to you because after having passed and validated the long Helabet identity verification process, the bookmaker informed me that I could withdraw my funds.

However, all my withdrawal requests are refused due to a technical problem with the chosen payment method, USDT via the TRC20 network, which is an ultra-common method.

I contacted the bookmaker by email who does not answer me and the chat simply tells me to wait.

As I deposited without problem via this currency and this network, I cannot withdraw via another which allows the bookmaker to block my funds.

I am therefore asking you to recover my balance which amounts to 2 836,16 €

Thanking you in advance for your help,

Best regards

Frank

Unresolved

€2,836

The withdrawal has been pending for 3 weeks now

I made a withdrawal of k2853 from my helabet.

My account ID IS 1065197685 The withdrawal has been pending for 3 weeks now. Money has not been credited in the account

I was told to email the support team of which I did and there is no feed back no response.

I chat with helabet live chat they say can't do anything they refer me to support but support team don't reply to my emails.

I feel I lost my money. I want my money paid back into my account. I have everything needed to show that the money hasn't been paid the money is still pending in my account helabet I want my money u don't respond to my emails.

Resolved

ZK2,853

Helabet non refund of funds

I am writing to formally lodge a complaint against Helabet, a betting company licensed under your authority. Over the past 12 days, I have been subjected to an unacceptable experience involving uncredited funds and poor customer service, which has led me to suspect fraudulent practices on their part.

Here is a summary of the issue:

1. On 14th November 2024, I withdrew Ksh 4,000 from my Helabet account (ID: 891749079) to my Mpesa number (<number removed>). The withdrawal failed, but their payment provider Fincra later confirmed that the funds had been refunded back to Helabet’s account with the reference number 655662759566. Despite this confirmation, Helabet has not credited my account, nor have they provided evidence of any refund.

2. On 26th November 2024, I deposited two transactions of Ksh 100 each into my Helabet account at 12:45 PM and 12:58 PM. These funds have also not been eflected in my account, yet Helabet falsely claims they have been credited.

3. I have repeatedly provided all the evidence requested by Helabet, including:

Screenshots of the confirmation message from Fincra, acknowledging the refund of Ksh 4,000 to Helabet.

Mpesa transaction messages for the two Ksh 100 deposits.

My account statements are proof that no funds have been credited.

Helabet has done nothing but waste time with vague responses, claiming their “specialists are working on it.” However, they have failed to provide any evidence of crediting my account, and my funds remain unaccounted for.

Further, upon investigation, I have come across multiple complaints online from other customers who have experienced similar issues with Helabet’s poor customer service and uncredited funds. I have attached screenshots of these complaints for your review.

I strongly suspect that Helabet is engaging in fraudulent practices, and I urge you to take immediate action. Please investigate this matter and ensure the following:

1. My Ksh 4,000 refund is credited to my Helabet account.

2. The two Ksh 100 deposits are reflected in my account.

Thank you for your time and intervention. I look forward to your prompt response to this matter.

Kind regards,

Abdi

Phone: <removed>

Helabet ID: 891749079

Resolved

Ksh4,200