Hexabet Casino - Player’s account has been blocked.

They blocked me without any explanation! Without any warning! And I can't get my money back.

Dear Mairou13,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• 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 contacted casino support and asked for an explanation? With what result?

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

Good evening, I was playing different games.. I looked at the rtp.. I played for almost 1 year.. the first time I used it I kept losing!! But then I started playing slowly with small profits and I collected them! I had not made a withdrawal but I generally logged in, made a deposit and played.. I went to log in one day in November and it said that my account was blocked! They sent me an email that they detected that I did not respect them and that they detected fraudelent activity! I consider it unethical.. when you have been a player for so long, send a warning.. not to block me because I managed to collect an amount! I had just collected this amount little by little! I have sent countless emails asking for precise explanations! I'm not a scammer, it's not €30, it's €3,800! I want my money back even though they've blocked me! It's unfair

I don't know if you can help me get my money back! I'd be happy!

Dear Mairou13,

Could you please share with me communication from the casino detailing the accusations against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Could you please advise whether your account passed account verification?

What games did you play to accumulate the €3800, to your knowledge?

I will send them to you by email.

Thanks for your patience.

According to the casino, you requested a chargeback of your deposits.

• Could you please comment on these allegations?
• Could you please advise when you made deposits in the casino and whether your deposits were returned to your bank account?

What is it;;

There were times when the casino crashed and my deposit was very slow!! I mentioned this to them! What exactly is a deposit reversal? Could they send me an email to resolve it, they should have blocked my account!

Thanks for your reply.

I apologize for not replying earlier.

A chargeback occurs when a payment is returned to a debit or credit card after a customer disputes a transaction. A customer may dispute a transaction due to a duplicate charge, merchandise that was never received, or fraudulent charges.

Could you please advise whether the amount of your deposit was returned to your bank account?

Even if you didn't know this was done, the information regarding the return of your deposited funds is necessary for us to proceed. Please check the records of your bank transactions and let me know whether the deposited amount returned to your bank account.

I appreciate your cooperation in this matter.

Good evening, there were times when the system crashed and charged me twice for a deposit... we're talking about a deposit amount of €20!! Other times, the deposit was slow to appear and I made a deposit again! As a result, instead of depositing €20, I deposited €40!

Or maybe I tried to put money in through Apple Pay and it wouldn't accept it?

I had to make a deposit with the card codes! That's all!

I didn't dispute a transaction because I was playing systematically for a while!

Thank you very much, Mairou13, for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) 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.

I hope we can get my money back.

Hello Mairou13,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Hexabet Casino to join the conversation and participate in the resolution of this complaint.

Dear Hexabet Casino,

Can you please provide more information about the chargebacks? Are you able to let me know which transactions they were (dates/times/amounts/IDs) so that we can check them with the player?

Kind regards,

Adam

I never disputed charges.. I played at the casino almost every day.. and sometimes because of college I didn't know if a deposit had been made.. I ended up making double deposits.. instead of closing my account they could have sent an email informing me about it!

Good morning.. I want to ask.. I thought about it.. I have the impression that the bank may have disputed my payment.. I used a national card for payments.. and in those days they had blocked my card but I had reopened it as they saw charges with different names!

Hello Mairou13,

Thank you for the additional information. The best thing to do would be to contact your bank and confirm for sure if they have disputed the relevant payments. I also suggest obtaining a statement for that time-period to show if the deposited amounts were returned to your account or not. Once you have it, please send it to me ([email protected]). We will need it to compare to the information requested from the casino.

Kind regards,

Adam

I sent them to you.

Hello Mairou13,

Many thanks for the deposit history you have provided. We will now require the casino to respond and clarify exactly which transactions were disputed so we can be certain about what has happened.

Kind regards,

Adam

Is there a chance the casino will respond?

I want to clarify something.. when I had done identification I had received this email.. I will send it to you. I had made a withdrawal and it worked great.. and someone told me that for the identification to be legit it had to be done by a natural person.

Hello Mairou13,

Thank you for the additional information. Unfortunately at this point all we can do is wait for the casino to respond. We need to check the situation with them, there is not much we can do if they will not cooperate with us.

Kind regards,

Adam

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.

Hello Mairou13,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

This casino operates with a license granted by the Curacao Gaming Control Board. This regulator states that they do not resolve individual disputes between players and gaming operators, but if you do wish to contact them you can do so here: https://www.gamingcontrolcuracao.org/contact. Please let me know how they respond ([email protected]).

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

Best regards,

Adam

Dear Mairou13,

The complaint has been reopened at the request of the casino.

Dear Hexabet Casino,

Can you please provide further information about the disputed transactions so that we can compare it to the statements from the player?

Kind regards,

Adam

Dear Adam,

Thank you for reopening the complaint and giving us the opportunity to clarify the situation. We have conducted a thorough internal investigation and would like to present the full timeline of events concerning the Mairou13 account:

On October 21, 2024, Hexabet Casino received an official request from our payment provider to verify a number of transactions made by the player Mairou13.

In accordance with this request, on October 22, 2024, we sent an official email to the player requesting confirmation of the relevant transactions. Unfortunately, the player did not respond to our email and provided no information in return.

As a result of the lack of confirmation, the payment provider proceeded to decline the transactions and initiate a refund.

The total amount of returned deposits was €340.

We would also like to highlight the following important points:

The refund of the deposits was initiated by the payment provider due to the absence of confirmation from the player — even though the funds in question had already been used for bets.

The account was blocked and the balance was written off in accordance with our anti-fraud obligations, particularly in cases involving chargebacks or reversed transactions.

The casino acted strictly in line with its terms and conditions. The player was given the opportunity to clarify the situation, and only after no response was received were appropriate measures taken. Failing to respond to a verification request, regardless of the player’s intentions or subjective explanations, constitutes a breach of our Terms of Service, which the player agreed to upon registration.

All additional information, including correspondence with the payment provider and screenshots, has also been sent to your email address: [email protected].

Best regards,

Hexabet Casino Team

Since 16/4/2024 I have had your email, the next email was when you closed my account.

340 in refundable deposits? I wouldn't have seen that amount?

When I made a deposit, I first saw that the amount had been entered and then I played! Sometimes the casino was slow to show deposits and I was talking in the chat and you told me to wait..

I only received this email, no other email that requires verification!

You didn't send another email until I confirmed my identity and could then make a withdrawal. I sent you so many emails! The profit just went up and you closed my account and kept my money! You wanted me to send you our transactions, what you say is lies.

You deleted 3,800, not that you kept them for yourself! Come on, shame on you, so many lies.

Can you confirm that I have previously made a withdrawal with this identification and there was no problem?

I have also informed the jurisdiction where your casino belongs!

Many thanks for your responses.

Dear Mairou13,

The casino has provided evidence that supports their claims that the transactions were declined by the payment provider and the funds returned to you.

I understand that you refute this, and state that you were not emailed by the casino regarding this, but we will need some proof that these funds were not refunded to you.

Consequently, I would like to ask you to provide full statements from the payment method for the months of October and November of 2024, so we can see the deposits made and if any of these funds have been returned to your account.

Kind regards,

Adam

Can you send me an email so I can send them to you..?

I sent them to you, find me a refund, find me the email for updates..

Hello all,

This case is being further discussed with the player by email.

I will reset the timer and post an update shortly.

Kind regards,

Adam

Dear Hexabet Casino,

I have now received full statements from the player showing transactions to her bank account for the period September 2024 through December 2024. There appears to be no sign of the funds having been returned or that the transactions were canceled in any way.

Additionally, the player claims never to have received an email from you requesting confirmation of these transactions. I appreciate you have provided a screenshot of the email that was sent, but perhaps you could provide one that includes the date it was sent?

Kind regards,

Adam

Dear Adam,

We have sent additional information about this case to your e-mail.

Best regards,

Hexabet Casino Team

Hello all,

As this case is being further discussed via email, I will extend the timer accordingly.

Kind regards,

Adam

Dear hexabet, I never wanted to deceive you.. the amount we are talking about is quite large for me.. do you want me to give you the 300€ to get my money back? I had sent you so many emails and you never replied.. can we find a solution?

Dear Mairou13,

Please be informed that on May 14, 2025 at 10:51 UTC, we sent you an official email from our KYC Department requesting a complete bank statement for the period from October 1, 2024 to April 30, 2025.

We kindly ask you to check your email (including spam/junk folders) and respond to the KYC team directly - [email protected]

Dear Adam,

Just to keep you informed - the request has been formally sent to the player as of the date and time stated above. Once we receive the bank statement, we will proceed accordingly.

Best regards,

Hexabet Casino Team

I will send you transactions from September 24th to December.. so otherwise after you blocked my account you don't need to have all my transactions until the 25th

Mr. Adam, can you send the information to the casino.. you,

Dear Mairou13,

Thank you for your reply.

Please note that the requested bank statement period from October 1, 2024 to April 30, 2025 is essential for us to conduct a complete and accurate investigation. Some of the transactions in question may have been processed or reversed with delays and could appear in your statement weeks after the initial deposit date.

We would also like to point out that you did not respond to our previous request for confirmation of the relevant transactions back in October 2024. This is now an opportunity to clarify the situation - but only if full cooperation is provided.

Unfortunately, a partial statement will not be sufficient for us to determine the final status of these transactions.

We kindly ask you once again to provide a complete bank statement for the mentioned period to our KYC team at [email protected]

Best regards,

Hexabet Casino Team

I sent them to you.

Dear Hexabet Casino,

That sounds like an ideal way to determine what has happened. Please do confirm when the statement requested has been received.

Dear Mairou13,

The casino is in a better position to investigate this further so please do comply with any further requests. Hopefully, the issue can then be resolved.

Kind regards,

Adam

I replied that I sent them.

Dear Mairou13,

We confirm that your bank statement has been received. Our team is currently reviewing the documents in detail and comparing them with the data we received from the payment provider.

This may take a little more time, so we kindly ask for your patience while we complete the review. We’ll update this thread as soon as we have more information.

Kind regards,

Hexabet Casino Team

Many thanks for keeping us in the loop, Hexabet Casino.

We will reset the timer and wait for your findings.

Kind regards,

Adam

Hello Hexabet Casino,

Can I ask if there is any news?

Kind regards,

Adam

Dear Adam,

Dear Mairou13,

We've now reviewed the bank statement that was provided. Unfortunately, the transactions in question - the ones that were never received by us, as confirmed by our payment provider - do not appear anywhere in the statement.

To clarify what happened, we kindly ask the player to help us with the following:

- Please send screenshots from your online/mobile banking app (not a PDF), showing the full transaction list for the relevant period — especially any payments "EBP", or "Pay by Bank".

- If your banking app shows pending, cancelled, or failed payments, please include those as well.

- If you used more than one bank account or card to make deposits, please confirm that, so we know where to look.

This will help us understand where these transactions were recorded on your side - or why they might not appear at all.

Best regards,

Hexabet Casino Team

I'm sorry now but in the pdf file I sent are all the transactions that you have asked me for.. and the file is from my bank's records! You have blocked my account with a large amount.. the copy I sent you was also received by casino guru, which also found nothing.. so many days have passed since I received an answer and you constantly challenge me, while I try to get my money back.. which it seems you don't want to give! If there were pending transactions, you would see it and so would I!

Dear Adam, we have been arguing for so long now and I am trying to get my money back.. I had sent so many emails to you that I ended up finding a solution and I am still arguing! Please, this particular casino has blacklisted me while I was in their VIP.. I am not a fraud.. I wanted to withdraw some money and because an amount came out, they cheated me!

Dear Mairou13,

We would like to gently stress that this is not a personal issue, nor is it related to VIP status or any accusations - this is a technical matter that requires objective clarification based on transaction records.

The issue concerns a number of deposit transactions that were initiated towards the casino but were later cancelled by the payment provider - meaning the funds never reached us. According to the provider, these transactions were not completed and were effectively reversed on their end.

In such cases, it is possible that the transactions were never actually processed by the bank and therefore would not appear in your statement at all - especially if they were declined before full authorization. That’s exactly why we’re unable to see them on your side or ours.

To clarify this situation fully, we kindly ask you to send us any available screenshots or app logs from your online banking platform that might show the transactions in question - even if they appear as pending, failed, or cancelled. This will help us match specific operations and understand what happened.

Please send the requested information to [email protected] at your earliest convenience.

Kind regards,

Hexabet Casino Team

I sent you a complete PDF of the bank records, the snapshots I sent at the beginning, and now you want me to take all the photos?

I spoke with my bank, any transaction has been rejected, it seems in the data I gave you! I had sent you snapshots and you told me that you want me to make a pdf from September to May to see if the transactions were reversed.. I sent them! Are you willing to give me the money back and not open my account again.. or after a week of studying the data you will accuse me of something else! Look in the chat conversations, how many times I talked about making a deposit and it takes a while to appear.. sending my bank details in any way.. because you don't want to give the money.. and we are not talking about 300€, we are talking about 3,800!

I cooperated with Casino Guru, I gave all my transactions and you see that they can't find anything.. please intervene!

Dear Mairou13,

I can appreciate your frustration due to the amount of time this is taking, but please understand that all the requested information is required to investigate what has happened, and to try to find the missing payments.

I appreciate you have sent screenshots previously, but do they cover the entire period requested (October 1, 2024 to April 30, 2025)? If not, it would be worth sending any additional ones. Please also check if your app shows any canceled or pending transactions as requested, and send those too. I know it might be tedious, but you are the only person with the ability to provide this information.

Dear Hexabet Casino,

I wonder if the payment provider is able to provide anything further? Do they have a record of attempted/failed transactions that might state a reason or error code?

Kind regards,

Adam

Dear casino guru, I inform you that the pdf file includes all these details in detail!

The pdf I sent covers all the dates.. you asked me to do something while all of this is already in the pdf

Dear Adam and Mairou13,

We will contact the provider again to get the information clarified and will come back with updates as soon as possible.

Kind regards,

Hexabet Casino Team

Thank you all for your responses.

It certainly does seem that the player has provided all relevant information from their side, we will wait once more for additional information with the hope it will help shed some light on what has happened. I thank you all for your continued patience.

Kind regards,

Adam

Dear Mairou13,

We’ve reviewed the bank statement provided and received a final confirmation from our payment provider. The disputed transactions were never completed - the funds were not received by the casino, and these entries are also missing from the user’s bank records.

Dear Adam,

We’ve just sent you a more detailed explanation along with proofs via email.

Best regards,

Hexabet Casino Team

Great, but I didn't do anything intentionally, and nothing was found. Can I get my money back?

There were cases as I have mentioned before where I was talking in the chat because I made deposits and I saw on my own that they did not appear, however I was informed that sometimes it might take more time.. I had not noticed any movements in the account but that no deposits were being made.. that is why I came here so that a solution could be found with casino guru! I never wanted to deceive you.. as you wrote to me in your emails! For so many months I have been trying to understand what is happening and get my money back..

Hello all, apologies for my delayed response.

Dear Mairou13,

We have reviewed the case with in-depth assistance from the casino and the payment provider, and all evidence suggests that the deposits in question have never been successfully made - that is to say, although you may have requested the deposit via your casino account, the funds have never actually been paid from your bank account.

In many casinos, when you request a deposit, the funds are credited to your casino account even before the payment transaction has been completed, allowing you to be able to play without further delay. However, if the deposit payments are canceled or the funds are not received by the casino for some other reason, any play with such deposits unfortunately becomes void.

While I understand this may not be the outcome you were hoping for, I'm afraid there is nothing further we can do to assist you in this case.

Consequently, the complaint will now be closed. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam

Hello all,

Having received further clarification from the player and after reviewing the situation again, the decision has been made to reopen this case and once more attempt to find a resolution.

Dear Mairou13,

After further review and our discussion via email, it appears there are still some questions that remain unanswered. I have reached out to the casino via email to ask them to check everything again, and I will post an update as soon as they reply. I appreciate your continued patience while we try again to determine exactly what has happened here.

Kind regards,

Adam

Thank you very much

Dear Adam and Mairou13,

Thank you for the update. In light of the new information and clarification, we will review the player’s statement once again and recheck the relevant dates and transactions. We will get back with an update shortly.

Best regards,

Hexabet Casino Team

Thank you for your response and assistance, Hexabet Casino.

We will reset the timer and wait for your findings.

Kind regards,

Adam

Dear Adam,

Thank you for your patience throughout this process. We have completed our internal review and shared a detailed response via email for further evaluation. Should any further clarification be required, we remain available.

Best regards,

Hexabet Casino Team

Hello Mairou13,

I have now received a complete deposit history from the casino for the relevant period, including all successful and unsuccessful transactions. We have discussed the case in depth with our management and reviewed all evidence again.

In conclusion, it is decided that for us to be able to continue looking into the situation, it is entirely crucial that you contact your bank and obtain official proof from them (in writing) that the disputed transactions have successfully been made and have not been canceled or returned. This information is easy for the bank to check and provide to you.

If you are not able to provide this information to us, we will be unable to progress any further with this case.

Kind regards,

Adam

Good afternoon, I spoke to the bank and I would like you to clarify what paper exactly you would like.. as they informed me that all transactions appear in PDFs! I would like to know how to request it if it is!

Hello Mairou13,

Please provide the bank with the list of transactions (they were previously sent to you by the casino) and explain that those payments were never received. Ask them to check what happened to those transactions and where the funds for them went. They should easily be able to do this and give you this information in writing, either by email or by post. Similar situations have been resolved this way in the past.

Kind regards,

Adam

Dear Mairou13,

Please see my response to your email.

Kind regards,

Adam

I answered you.

Hello all,

We have received further information from the player, which will now be reviewed. I will post shortly with a conclusion.

Kind regards,

Adam

Hi Maria,

As promised, I have discussed the matter again with our management internally, and as you were unable to provide us with anything directly from the bank, we cannot do anything further to assist you in this case. Therefore, the decision has been made to close your complaint.

I understand that this is not the solution you were hoping for, but we can only make a decision based on the evidence at our disposal and, in this case, the evidence is sufficient to prove that the casino did not receive the reported payments. It remains completely unclear whether the payments were canceled by your bank due to suspected fraud or not.

If you wish to pursue the matter further, I recommend that you contact the Curacao Gaming Control Board here: https://www.gamingcontrolcuracao.org/contact .

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

Kind regards,

Adam