Hexabet Casino - El depósito del jugador no ha sido acreditado.

I made a deposit of 50 euros on 23/1 and it was never credited to my casino account, even though the money was deducted from my bank. I spoke to the casino, and they told me they are not responsible and that I should talk to the bank. I have spoken to the bank multiple times, and they told me that the money has left their system and that I need to talk to the casino again because they don't see any issue. They even provided me with the authorization codes for the deposits I made. Despite my efforts to resolve this with the casino, they keep telling me that the matter is closed and that it is an issue with the bank. I am truly frustrated, and this is my last attempt before contacting the regulatory authorities if nothing is resolved here.

Έκανα μια κατάθεση 50 ευρώ στις 23/1 και δεν πιστώθηκε ποτέ στον λογαριασμό του καζίνο ενώ αφαιρέθηκαν τα χρήματα από την τράπεζα. Μίλησα με το καζίνο και μου είπαν ότι δεν έχουν ευθύνη και πως πρέπει να μιλήσω με την τράπεζα. Έχω μιλήσει με την τράπεζα πολλές φορές και μου είπαν πως τα χρήματα έχουν φύγει από αυτούς και πως πρέπει να μιλήσω με το καζίνο πάλι γιατί δεν βλέπουν κάτι και μάλιστα μου έδωσαν και τους κωδικουσ έγκρισης των καταθέσεων που έκανα. Παρά τις προσπάθειες μου να μιλήσω με το καζίνο μου λένε συνέχεια πως το θέμα έχει κλείσει και πως είναι θέμα τις τράπεζας. Έχω απελπιστεί και είναι το τελευταίο μέσω προτού προβώ στις ρυθμιστικές αρχές αν δεν γίνει κάτι εδώ πέρα.

Dear billykwn81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

The casino does not recognize the transaction and the bank assures me that the transaction has been made and that they have left. In general, no one knows anything...

Το καζίνο δεν αναγνωρίζει την συναλλαγή και από την τράπεζα με διαβεβαιώνουν πως η συναλλαγή έχει γίνει και πως έχουν φύγει από εκείνους. Γενικά κανείς δεν γνωρίζει τίποτα…

Dear billykwn81,

Please forward the deposit proof and the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

I have sent you an email.

σας Εχω στειλει email

Dear billykwn81,

Thank you for the deposit proof provided.

However, you have forgot to forward the communication between you and the casino related to this case - please send it as soon as possible for further review.

Additionally, keep in mind that as stated above, it might take up to a month for the casino to locate the missing funds.

Looking forward to hearing from you.

Regards,

Nick

Dear billykwn81,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.