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Subject: Complaint - Withdrawal request not successful (Hanzbet bookmaker)

Dear all,

I would like to register a complaint regarding the Hanzbet bookmaker. Following the entry into force of the new legislation on bookmakers in Brazil, the platform closed down its activities and deactivated the website.

However, I had a balance of R$ 260.00 (two hundred and sixty reais) available for withdrawal, which has not yet been credited to my account. After the website was closed down, the company only kept the chat service channel, through which I have been requesting the withdrawal since August 18, 2025.

Despite several attempts to contact me, I always receive the same response that the request is "in progress" or that it will be dealt with as a priority, but no effective action has been taken to date.

In view of this, I kindly request a definitive position on the release of the outstanding amount, as well as compliance with the payment due.

I look forward to hearing from you and resolving the matter.

Sincerely,

Subject: Complaint - Withdrawal Request Not Processed (Hanzbet Betting House)

Dear Sir/Madam,I hereby wish to file a complaint regarding Hanzbet Betting House. Following the implementation of the new legislation on betting houses in Brazil, the platform ceased its operations and deactivated the website.However, I had a balance of R$ 260.00 (two hundred and sixty reais) available for withdrawal, which has not been credited to my account to date. After the website was closed, the company maintained only the chat support channel, through which I have been requesting the withdrawal since 08/18/2025.Despite numerous attempts to contact them, I always receive the same response that the request is "in progress" or will be treated as a priority, but no effective action has been taken so far.Therefore, I kindly request a definitive position regarding the release of the pending amount, as well as the fulfillment of the due payment.I await your response and resolution.

In light of this, I kindly request a definitive position regarding the release of the outstanding amount, as well as the fulfillment of the due payment. I await your response and resolution of the matter. Sincerely,

Assunto: Reclamação – Solicitação de saque não realizada (Casa de Apostas Hanzbet)

Prezados,

Venho, por meio desta, registrar uma reclamação referente à Casa de Apostas Hanzbet. Após a entrada em vigor da nova legislação sobre casas de apostas no Brasil, a plataforma encerrou suas atividades e desativou o site.

No entanto, eu possuía um saldo de R$ 260,00 (duzentos e sessenta reais) disponível para saque, valor que não foi creditado em minha conta até o momento. Após o fechamento do site, a empresa manteve apenas o canal de atendimento via chat, por onde venho solicitando o saque desde o dia 18/08/2025.

Apesar das diversas tentativas de contato, recebo sempre a mesma resposta de que o pedido está "em andamento" ou que será tratado com prioridade, mas nenhuma providência efetiva foi tomada até o presente momento.

Diante disso, solicito, por gentileza, uma posição definitiva sobre a liberação do valor em aberto, bem como o cumprimento do pagamento devido.

Aguardo retorno e resolução do caso.

Atenciosamente,

Subject: Complaint – Withdrawal Request Not Processed (Hanzbet Betting House)

Dear Sir/Madam,I hereby wish to file a complaint regarding Hanzbet Betting House. Following the implementation of the new legislation on betting houses in Brazil, the platform ceased its operations and deactivated the website.However, I had a balance of R$ 260.00 (two hundred and sixty reais) available for withdrawal, which has not been credited to my account to date. After the website was closed, the company maintained only the chat support channel, through which I have been requesting the withdrawal since 08/18/2025.Despite numerous attempts to contact them, I always receive the same response that the request is "in progress" or will be treated as a priority, but no effective action has been taken so far.Therefore, I kindly request a definitive position regarding the release of the pending amount, as well as the fulfillment of the due payment.I await your response and resolution.

In light of this, I kindly request a definitive position regarding the release of the outstanding amount, as well as the fulfillment of the due payment. I await your response and resolution of the matter. Sincerely,

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino in the past?
• Have you already completed the full KYC verification process, or at least submitted your identity documents to the casino for verification?
• When was the last time you contacted the casino regarding the delay in processing the withdrawal of your remaining balance?
• Was your balance fully wagered and composed of real funds before the casino closed your account?

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

Best regards

Veronika

Dear GPantony,

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.

Good morning, Veronika.

I hope so!

Here are the answers you requested:

Have you made any successful withdrawals from this casino in the past?

A: Yes, I have

Have you completed the full KYC verification process or at least sent your identity documents to the casino for verification?

A: Yes, it has been completed, but I can no longer access the site to validate, as they have deactivated it, leaving only chat support for access.

When was the last time you contacted the casino about the delay in processing the withdrawal of your remaining balance?

A: I contacted them 3 weeks ago, but I was told that they had requested priority in my case, but so far I haven't had any feedback or contact. I haven't even received my money.

Was your balance fully wagered and made up of real funds before the casino closed your account?

A: Yes, it was

Bom dia, Veronika.

Tudo bem ? Espero que sim !

Seguem respostas solicitadas:

Você já fez algum saque bem-sucedido neste cassino no passado?

R: Sim, ja realizei

Você já concluiu o processo completo de verificação KYC ou pelo menos enviou seus documentos de identidade ao cassino para verificação?

R: Sim foi concluído, porém não consigo mais acessar o site para validar, devido terem desativado deixando assim somente o suporte via chat para acesso

Quando foi a última vez que você contatou o cassino sobre o atraso no processamento do saque do seu saldo restante?

R: Realizei o contato há 3 semanas, porém tive o retorno que foi solicitada prioridade no meu caso, mas até o momento não tive nenhum retorno ou contato. Nem recebi o meu dinheiro.

Seu saldo foi totalmente apostado e composto por fundos reais antes do cassino fechar sua conta?

R: Sim, foi

Thank you very much, GPantony, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear GPantony,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from HanzBet Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, since this is the first complaint we’ve received involving HanzBet Casino and there is no prior history of their cooperation in resolving similar cases, it’s difficult to anticipate their level of engagement. That said, I have already reached out to their team through an alternative channel, providing the details of your case along with an invitation to join our platform as a representative and I’ll keep you updated here as soon as I receive any further information.

Thank you for your understanding and patience.

Best regards,

Kubo

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.

Dear GPantony,

I have repeatedly tried to contact HanzBet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo