Hexabet Casino - Pelaajan kotiutus viivästyy ja voitot takavarikoidaan.

Good evening,

This is the terrible experience I had with Hexabet:

After a few deposits and losing some money, I received a bonus, played through it, and successfully met the wagering requirements, resulting in the winnings being moved to my real balance. I continued playing, increasing both my winnings and my overall balance. During this time, I also made two deposits of €25 and €23 respectively. My account balance eventually reached €1,000.

After a lot of effort to complete the identity verification process, I requested a withdrawal of €500, and kept playing with the remaining €500.

Then today, after making a new deposit of €25, they canceled my withdrawal, removed €425 from my account, and left me with only €100, claiming that this is what I'm entitled to because the rest were winnings from a bonus.

Stay away – absolutely the worst.

Hello,

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

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

• Was the bonus you received a deposit bonus or a no-deposit bonus?
• Could you please explain what your balance was immediately after completing the wagering requirements of the bonus?
• Could you please share with me your communication with the casino regarding the reason for the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Thomas,

The bonus I received was a deposit bonus.

The balance after completion was around 350 euros.

I’ve sent you screenshots to your email. If you need anything else, I’m at your disposal.

Thanks for the explanation.

Let's summarize:

You received a no-deposit bonus with a maximum cashout of 100€. (26/7/2025)

You managed to complete the wagering of the bonus and achieved 350€ in balance (26/7/2025

You decided to continue to play and even deposited twice. (27/7/2025) 23+25 = 48€

You decided to request a withdrawal of 500€ and continued to play with 500€ more on your account.

• Could you please explain why you decided to deposit in the casino while your balance was positive?

Feel free to point out any errors in my summary of events.

Good evening,

As I mentioned, the bonus was a deposit bonus, specifically free spins.

•I made a deposit because I didn’t want my balance to drop below a certain amount I had set.

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

Dear Pater717,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Hexabet Casino representative to join this conversation and participate in resolving this complaint.

Dear Hexabet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan and Pater717,

We will review case in detail and get back to you with an update as soon as possible.

Best regards,

Hexabet Casino Team

Dear Hexabet Casino,

Thank you for your response and the information you have provided.

Please keep us updated regarding the matter and inform us why the player's funds were confiscated.

I'll be awaiting your reply.

Dear Stefan,

We have carefully reviewed the situation raised by the player.

Dear Pater717,

After a detailed internal check, we confirm that there was indeed a second deduction of funds from your account balance in the amount of 423.65 EUR. We acknowledge this was not correct and sincerely apologize for the inconvenience it caused.

Please note that your account was closed on 2025-08-07 under a one-year Self-Exclusion request. In accordance with Responsible Gaming rules, we cannot reopen the account or return the funds to the gaming balance.

As a corrective measure, we will arrange a direct refund of 423.65 EUR. To proceed with this transaction, kindly provide us with your verified bank details (IBAN and account holder name) by sending them to our official KYC email: KYC@hexabet.io

Best regards,

Hexabet Casino Team

Thank you for your reply. Yes, I did indeed request self-exclusion because I have been very disappointed.

I have just sent you an email with the IBAN account details.

I will inform you when and if the funds are returned to me.

Dear Hexabet Casino,

Thank you for your response and cooperation.

Please let us know once the payment is processed.

I'll be awaiting your reply.

Dear Stefan,

We confirm that the refund of 423.65 EUR has been successfully processed to the IBAN provided by the Pater717.

Please note that the player’s account remains closed in accordance with the self-exclusion policy.

Dear Pater717,

Once you receive the funds, we kindly ask you to confirm it here in this complaint thread.

Best regards,

Hexabet Casino Team

Good evening everyone,

I just saw that the money has been credited to my account.

Thank you, Casino Guru.

Dear Pater717,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru