The player from Portugal faced withdrawal limits of €500 per day, which affected her ability to withdraw her €200 deposit, ultimately leading to a loss of funds. She pointed out that the casino's terms stated a daily withdrawal limit of €10,000 and expressed frustration over not being informed of the €500 limit until she attempted to withdraw. The Complaints Team explained that assistance could only be provided if there was an active balance, and since her funds were lost during gameplay, they were unable to investigate further. Consequently, the complaint was closed.
Hexabet Casino - Player's withdrawal is restricted.
Amount: ??
Hexabet Casino
Safety Index:LowSafety Index
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4.3
Hexabet Casino has a Safety Index of 4.3, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Good evening, this casino is limiting my withdrawal requests to €500 per day. This time, I ended up playing the money I wanted to withdraw and lost it, despite trying several times to make the withdrawal request! It wasn't profit money; it was €200 I wanted to withdraw, which was exactly what I had deposited the last time. Because of their withdrawal limits, I didn't make the withdrawal and ended up playing the money. They limit withdrawals, claiming it’s for customer security… Withdrawals??? They should be limiting deposits to protect the customer—that would be the right thing to do!
Because of this withdrawal limit, I could only withdraw €30 of the money I tried to withdraw. Even though their terms and conditions mention €10,000 daily, they limited me to €500. Here is the term where they mention the €10,000 daily: 6.11. You may only withdraw the maximum amount of Euro 10,000 (or the equivalent in your Account currency) in any 24 hour and maximum amount of Euro 50,000 (or the equivalent in your Account currency) in a 30 days period unless a larger amount has been agreed by us. Additionally, my VIP status mentions €1,600 for withdrawals! They only told me about the €500 limit on the day I wanted to withdraw my money and couldn’t.
Automatic translation:
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3 months ago
Dear Miidelgado,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Has the casino specified why they decided to lower your withdrawal limit to 500€ per day?
Am I correct in understanding that you lost your balance in regular gameplay and currently your withdrawable balance is zero? Please note that if that is the case, we might not be able to help you. It is always best to submit a complaint as soon as you experience a problem, not only after you lose your money playing.
Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Translation
Yes, it's happened twice and now they've limited it to weekly, so I can't even get the diaries up.
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2 months ago
Thank you for your response. However, I need you to answer the questions I asked you in my previous reply:
- Has the casino specified why they decided to lower your withdrawal limit to 500€ per day?
- What is the current balance in your casino account?
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2 months ago
Translation
Good morning,
You've specified that it's for customer security... I don't understand what they want to ensure by blocking withdrawals. If it were deposits, then it would be for customer security. Now they're saying they're limiting withdrawals for customer security... I don't understand that!
At the moment I have 8cent. It's not the amount of the withdrawal that's at issue, it's these changes in terms.
I hope the guru doesn't accept complaints just because there is or isn't a balance to be withdrawn
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2 months ago
Dear Miidelgado,
I’m truly sorry to hear about the difficulties you’ve been experiencing with withdrawals. As mediators, we are able to assist with cases where there is still an active balance in the account. Unfortunately, since the money returned to your account was subsequently lost during regular gameplay, we are unable to investigate further or request the casino to refund the lost winnings.
If you are dissatisfied with the casino’s approach to withdrawal limits, we recommend considering alternative platforms that may better suit your preferences.
Based on the above, we will now proceed with closing this complaint. Thank you for your understanding. If you encounter any issues with this or any other casino in the future, please don’t hesitate to contact us again.
Best regards,
Veronika
