Hexabet Casino - Igrački nalog je zatvoren.

I am a registered user of the online casino Hexabet. As part of the verification process, I submitted a bank document (account statement) issued directly by my bank. Later, I independently discovered that the document contained a typographical error made by the bank, and I was ready to provide a corrected document.

Despite this, the casino rejected the document, treating it as if I had forged it, while in fact it was solely a typographical error made by the bank. I was not given the opportunity to replace the document or complete re-verification. As a result, my account was blocked and my funds were withheld.

I consider these actions unlawful, as a typographical error made by the bank does not indicate document forgery and cannot justify account blocking and withholding of funds. I kindly ask for your assistance in resolving this issue.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sevilia12,

Thank you very much for submitting your complaint. I’m sorry to hear about your difficulties with the verification process and the account block at Hexabet.

Before we proceed, could you please clarify a few points to help us better understand the situation?

• What exact error was present on the bank document (for example: name misspelling, incorrect date, missing information, etc.)?
• Did you already obtain a corrected document from your bank, and if so, did you try sending it to the casino?
• Has the casino requested any additional documents or was the verification stopped immediately after this incident?

If you have any screenshots, emails, or communication history that could help clarify the situation, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela,

I have sent you (to your email) a copy of the problem bank statement with the exact explanation of the problem occured. Also, I have not received a new document from the bank, but the casino refuses to be in contact with me anyway. Yes, my casino account was closed in a couple of hours after I have uploaded my bank statement. Additionally, I inform you that I have verified my ID document with the casino which also included the liveness test plus my selfie with my ID card in my hand.

Thanks

Hi Sevilia12,

Thank you for providing the document. Before we can proceed, I would like to clarify a few details to confirm its origin.

Could you please let me know how you received this statement?

• Did the bank provide it to you directly at a branch?
• Or did you download it from your online banking or mobile app?

Also, would you be able to request a fresh copy of the same statement from the bank branch or download a new version from your banking app and share it with us?

This would help us verify that the information is accurate and up-to-date.

Thank you in advance for your cooperation.

It was sent to my postal address

Hi Sevilia12,

Thank you for your message and for the clarification. I’m sorry for replying only now and for the one-week delay in getting back to you.

Given the seriousness of the situation and the concerns raised regarding the bank statement, we need to complete an additional verification step before we can proceed further.

I would therefore kindly ask you to record a short verification video (approximately 30 seconds long) showing yourself together with the bank statement you sent to us.

Please make sure the video meets the following requirements:

1. You should be clearly visible, and your face must be shown throughout the video.
2. Hold the same one-page bank statement you previously sent (the one containing the typographical error).
3. Also hold your government-issued ID (the same ID used for casino verification) and briefly show both the front of the ID and the bank statement.
4. While recording, please state the following clearly: your full name and today’s date.
5. The video should be continuous (not edited or cut) and recorded in good lighting.

Once the video is ready, please send it directly to petronela.k@casino.guru. If the file is too large, you may use a secure file-sharing service and share the download link.

I understand this is an additional request, but your cooperation is essential for us to continue reviewing the case and determine the next steps.

Thank you for your understanding.

Dear Sevilia12,

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.

I am preparing the requested video for you

Hello Sevilia12,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Sevilia12,

I hope you are doing well.

I just wanted to follow up and ask whether the verification video is ready. Once you have it prepared, please send it to petronela.k@casino.guru as previously requested, or share a download link if the file is too large.

As soon as we receive the video, we can continue reviewing your case and proceed with the next steps.

Thank you for your cooperation.

Dear Sevilia12,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru