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