Hotloot Casino - Player demands a refund and account closure.

1. this casino operates in the Netherlands without any license. Only for that reason they should already refund all the nett losses.
2. i asked to close my account multiple times (specificly to close it permanently) but they did everything to keep my playing. also illegal under EU-law.

so please ask a representative of the casino to refund all nett losses before i start a lawsuit

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hotloot Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• What were the reasons given to the casino for account closure?
• Could you please share your requests and the responses of the casino to your requests for account closure? Send the information to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

My account is still not closed

Thanks for your reply.

If you believe you are a vulnerable person in need of player protection, I recommend you contact the casino again and request a self-exclusion due to gambling problems via email at support@hotloot.io, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Hotloot Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Think its important to get the casino into this conversation since they rejected my clossure request many times

Thanks for your response.

Before we confront the casino, kindly confirm that you sent a self-exclusion request according to our recommendation.

Please share any responses you received with me at tomas@casino.guru

Thanks in advance for your cooperation.

In the meantime they closed my account. Not because i askef for a self exclusion but because i asked for a refund on legal basis. Please confrontate the casino with this

Thanks for your reply.

We believe the casino can close players' accounts at any point for any reason. We intervene only in situations where a withdrawable balance is withheld or winnings confiscated.

We can only ask the casino for a refund of funds that were used for gambling if we are convinced you should have been protected from further gambling, such as when you inform the casino of your gambling issues and the casino fails to act to protect you.

Please let me know if there is any evidence that you informed the casino of your gambling issues in the past, and please provide it to me for review at tomas@casino.guru

Dear Dc62,

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,
Tomas
Casino.Guru