Withdrawal method is hidden or disabled after winning

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.

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

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.

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.

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.

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.

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