Vertaling 
On June 20, 2026, I contacted HadesBet support via live chat. The chatbot “Amanda” advised me to remove my active bonus (“VIP Weekly Reload”) in order to place higher bets in live roulette. I followed this advice in good faith.
The bonus was cancelled mid-session, during a winning streak, and my entire real money balance of €5,000 was wiped out along with the bonus cancellation, dropping to zero.
I provided support with my complete account history and evidence to support my case. Despite this, they claimed they did not have access to this history themselves — which is difficult to reconcile with the fact that they are the operator of the platform and should hold this data internally. They nonetheless offered £70 as compensation for the €5,000 lost, followed by 10% of the lost bonus. They then repeated their own stated policy that “real money is never cancelled or wiped out; it strictly remains on your real money balance” — while simultaneously telling me they “couldn’t do anything about it” and that my case was closed. These statements are contradictory: if real money is never wiped out per their own policy, then my €5,000 should still exist on my balance, and if they truly lack access to account history, their compensation offers and case closure were made without proper review.
I continued playing on the site after this incident, showing good faith on my part, yet the issue was never properly resolved.
When I told them I intended to file a complaint about this situation, my account was disabled shortly after, with no explanation given. This timing strongly suggests retaliation rather than a legitimate account review. There has been no response from support since, despite multiple follow-up attempts via email and chat.
Disputed amount: €5,000
Evidence available: screenshot of the chatbot conversation advising bonus removal, complete correspondence history with support (including contradictory statements on account history access, balance, and policy), and a detailed timestamped log of betting activity before and after the cancellation. I’m posting here because HadesBet doesn’t appear to have a dedicated complaint page or listed casino profile on LCB. Happy to provide all evidence to support this complaint.
