The player from Italy had completed the verification procedure and requested a withdrawal of 500€. However, he was informed that a financial check was needed, leading to a two-week delay in processing his request. After further communication regarding the withdrawal limits and delays, the issue was resolved when he received his payment. Consequently, the complaint was marked as 'resolved' by the Complaints Team.
Hexabet Casino - Player’s withdrawal is delayed.
Amount: €986
Hexabet Casino
Safety Index:Below averageSafety Index
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5.6
Hexabet Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
Hi this is the second problem always played with the usual real ones without bonuses I did all the verification procedure I sent everything they asked me I asked to withdraw 500 now they tell me there is a financial check to do and nothing two weeks there is waited
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1 month ago
Dear arlindsimoni5,
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.
- Could you please clarify when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
- What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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,
Kristina
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4 weeks ago
Translation
Ok I'm waiting even though two weeks are passing
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3 weeks ago
Thank you for your reply, arlindsimoni5. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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3 weeks ago
Translation
Good morning I made a withdrawal request of 500 euros but they told me you can withdraw no more than 200 I received the first one and then I didn't receive anything else
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3 weeks ago
Translation
I ask them for information on the chat and there is always the same answer, the chat is terrible
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1 week ago
Dear arlindsimoni5,
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.
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1 week ago
Translation
No everything is fine thanks they paid me
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1 week ago
Dear arlindsimoni5,
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,
Kristina
Casino.Guru
