HadesBet Help Centre - 24/7 Support, Guides and Account Assistance

Get help any time via live chat, email or our self-service knowledge base. Most account issues are resolved in under 5 minutes. Our UK-based support team is on hand around the clock.

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How to Contact HadesBet Support

HadesBet offers three ways to get help, available 24 hours a day, 7 days a week. The fastest route for most issues is live chat, which connects within an average of 90 seconds and can handle account changes, payment queries, bonus questions and technical issues in a single session.

Channel	Availability	Typical Response Time	Best For
Live Chat	24/7	Under 90 seconds	Immediate queries, payments, account access
Email	24/7	Under 4 hours	Document submissions, detailed complaints
Help Centre (Self-Service)	Always	Instant	Account guides, bonus rules, KYC steps

Email support is handled at [email protected]. Please include your registered username, a brief description of the issue and any relevant screenshots or document references. Replies are sent to your registered email address within 4 hours; complex complaints may take up to 24 hours for a full resolution.

Common Issues and Solutions

Deposit Failed or Pending

If a card deposit fails, the most likely causes are:

Your bank has blocked gambling transactions - check your banking app and enable the merchant category
Billing address mismatch between your card and your HadesBet account - update your address in Account Settings
Card daily spending limit reached - contact your bank to increase limits or use an alternative method
3D Secure authentication not completed - retry the deposit and complete the confirmation step in your banking app

For crypto deposits, if the transaction is pending on-chain for more than 30 minutes, contact live chat with the transaction hash so the team can manually credit the deposit once sufficient confirmations are reached.

Withdrawal Pending or Delayed

If your withdrawal is showing as pending beyond the stated processing time, check the following in order:

Confirm your KYC verification is fully approved (green tick in Account > Verification)
Check for any active bonus wagering requirements (you must complete or forfeit the bonus before withdrawals are processed)
Ensure the withdrawal amount is above the £20 minimum
Check your email for any additional document requests from the compliance team

If all the above are clear and the withdrawal is still pending, contact live chat with your withdrawal reference number for a manual status check.

Account Access Problems

If you cannot log in, first try the Forgot Password link on the login page. A reset link will be sent to your registered email address within 2 minutes. If you no longer have access to that email, contact [email protected] with your username, registered phone number and date of birth for manual account recovery. For security, do not share your password with any support agent - HadesBet staff will never ask for your password.

Bonus Not Credited

If a welcome bonus or reload bonus has not appeared in your account after a qualifying deposit, first check that:

You entered the correct bonus code before confirming the deposit
Your deposit meets the minimum threshold for the offer
You do not already have an active bonus on your account

If all conditions were met and the bonus is still missing after 15 minutes, contact live chat with your deposit receipt and the bonus code used. The support team can apply missed bonuses manually within the same session.

KYC Document Submission Guide

To upload your verification documents, log into your account and go to Account > Verification. Use the Upload section to submit:

ID Document: passport, driving licence or national ID card (must be valid and show full name and date of birth)
Proof of Address: utility bill, bank statement or council tax letter dated within 3 months (must show full name and residential address)
Payment Method Proof: card photo or bank statement confirming the account used for deposit

Accepted file formats are JPEG, PNG and PDF up to 10 MB each. Blurry, cropped or expired documents will be rejected and you will need to resubmit. The verification team reviews documents during all hours, including weekends, and will email you with the outcome or a request for additional information.

Responsible Gambling Support via Help Centre

If you need to set account limits, take a break or self-exclude, all tools are accessible from Account > Responsible Gambling without needing to contact support. If you want to discuss your account or gambling habits with a member of the team, live chat agents are trained to assist and to signpost external organisations including GamCare (0808 8020 133) and BeGambleAware.org. For permanent self-exclusion requests, contact [email protected] to ensure the closure is handled correctly and in line with your wishes.

Help Centre FAQ

How do I reset my password?

Click the Forgot Password link on the login page. Enter your registered email address and you will receive a reset link within 2 minutes. The link is valid for 1 hour. Click it, enter and confirm a new password (minimum 8 characters, including one uppercase letter and one number), and you will be logged in immediately. If you did not receive the email, check your spam or junk folder. If it is not there, the email address you entered may not match your registered address - contact [email protected] with your username for manual recovery, providing your date of birth and registered phone number for identity verification.

Why has my account been suspended?

Accounts may be suspended for several reasons: incomplete KYC where a large withdrawal has been requested; a flag raised by our fraud or AML monitoring systems; a suspected breach of the terms and conditions (such as multi-account registration or bonus abuse); or a self-exclusion request processed by our responsible gambling team. You will normally receive an email explaining the reason for suspension. If you believe your account has been suspended in error, contact [email protected] with your username. Do not attempt to register a new account while your original account is under review, as this constitutes a terms breach and may result in permanent closure.

Can I change my registered email address?

Yes. To change your registered email address, go to Account > Personal Details and request an email change. A verification link will be sent to both your old and new email addresses, and both must be confirmed before the change takes effect. If you no longer have access to your old email, contact [email protected] for a manual update. You will need to pass identity verification (name, date of birth, last 4 digits of registered phone) to complete the change without access to the old inbox. For security, email changes trigger a 24-hour withdrawal hold.

How long does it take to resolve a complaint?

Most support queries are resolved in a single live chat session lasting under 10 minutes. Formal complaints submitted by email are acknowledged within 4 hours and fully resolved within 3 to 5 business days. Complex disputes, particularly those involving disputed game outcomes or payment discrepancies, may require up to 14 days for full investigation. If you are not satisfied with the outcome of a formal complaint, you may escalate to the Curacao Gaming Control Board using the contact details on their official site. HadesBet provides full cooperation with all regulatory dispute processes.

Is my personal and financial data secure?

Yes. HadesBet uses 256-bit SSL encryption across all pages and data transmissions. Payment data is handled via PCI-DSS compliant payment gateways and is never stored on HadesBet servers. Passwords are hashed and salted and are not accessible to any staff member. Account security is further strengthened by two-factor authentication (2FA), which you can enable from Account > Security. We recommend enabling 2FA and using a unique, strong password for your HadesBet account. Full details of our data practices are available in the Privacy Policy.

What if a game freezes mid-spin?

If a game freezes during a spin or hand, close the game and reopen it. The round will be automatically resolved based on the server-side result, and your balance will update accordingly. If the balance does not reflect the round outcome within 5 minutes of reopening, contact live chat with the game name, date and approximate time of the incident. HadesBet logs all game rounds server-side, so the outcome can always be retrieved and any balance discrepancy corrected. Game providers including Evolution and Pragmatic Play also maintain independent logs that can be cross-referenced in disputed cases.