Hotloot Casino - Player has verification issues at the casino.

@ Casino.Guru,

have verify issues,

HotLoot Casino don't accept my temporary valid id.

Dont't accept my valid bank statements,

my name isn't on it, only my IBAN.

In any other casino, they accept.

PLS help @ Casino.Guru.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

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 I can better understand the situation.

• Are you able to submit any other ID to the casino? Which ID document have you provided?
• Have you contacted your bank in order to provide confirmation that the IBAN is associated with your person? Are there any obstacles in obtaining similar confirmation?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

National ID document declined:

I can upload documents, but

they declined my "TEMPORARY ID"

Screenshot from mobile camera: FRONT-side and BACK-side.

My "TEMPORARY ID" document is valid.

Response from HotLoot support via email:

...

Thank you for providing us with your documents.

 

Unfortunately, temporary IDs are not within the accepted documents.

 

In order for your ID to be verified, the following documents are required:

A clear photograph of your National ID, Passport, or Driving License

 

The documents should be clear and in PDF form or a photograph of a physical document. Mobile screenshots are not accepted, as well as, scanned or cropped images.

 

All the documents should be uploaded to your gaming account. To upload your documents please click on your Icon -> My profile - > Documents tab -> Select the type of the document -> Choose file -> Verify.

@ Have you contacted your bank in order to provide confirmation that the IBAN is associated with your person? Are there any obstacles in obtaining similar confirmation?...

It's on bank side, my online ban´k account shows online my bank account IBAN number on the statements.

in other casinos I play, support says then upload copy FRONT-side of bank EC card with name & IBAN on it.

Will upload today the copy of my bank EC card.

uploaded seconds ago, my bank EC card front copy.

My real name and IBAN on it.

Answer from support:

Dear N6-w6-o6

Thank you for providing us with your documents.

 

Unfortunately, temporary IDs are not within the accepted documents.

In order for your ID to be verified, the following documents are required:

A clear photograph of your National ID, Passport, or Driving License

 

The documents should be clear and in PDF form or a photograph of a physical document. Mobile screenshots are not accepted, as well as, scanned or cropped images.

 

All the documents should be uploaded to your gaming account. To upload your documents please click on your Icon -> My profile - > Documents tab -> Select the type of the document -> Choose file -> Verify.

 

Do not hesitate to contact us in case you need any further help.

 

Kind Regards,

Elli

Customer Support Team

-----------------

Unfortunately, temporary IDs are not within the accepted documents.

In order for your ID to be verified, the following documents are required:

A clear photograph of your National ID, Passport, or Driving License

Want they kidding me? (HotLoot), have an valid ID document, but only temporary for 3 months.

Other casinos, which I play, they accept "national temporary IDs"

Kidding me and how to resolve issue with take photo of ID when smartphone (mobil) not allowed to take picture of ID?

my bank EC card is accepted (bankl verify) ...@HotLoot, good to see, but I only have

a national temporary ID document which is valid. You declined it.

again and again, they sad clear pictures of id, yesterday

today, send them again clear pictures taken from cam without edited it...

Big Joke? I can't laugh...

Won over 3000 Euro a few days ago, played over 12 hours to finished wagering of a shity welcome deposit

bonus.

After finished wagering: Max amount to withdrawal money is 6x of my deposit amount.

Nothing to read at HotLoot casino webpage (welcome bonus max. amount to withdrawal rules)

Next days after that, had 126 Euro winnings left (account)

started with 3 Euro, won over 2000 Euro at the game "XwaysHoarder2"

I was pissed of, at me , on that day, crank mode, had spins 30 Euro/60 Euro.

Later in the afternoon, had 5000 Euro on account left.

No chance to set limit a day to 1Euro.

Limit option not present.

Today, now: 200 Euro on my player account. haha WTF?

Everytime last 2 years, if I won big, then casino site kidding me, documents bla bla at casinos I played (was verify)

Again and again, verify issues, kidding me I ask?

Account Verification

Dear h.

Thank you for providing us with your documents.

 

Unfortunately, the document you provided for the verification of your identity is not within the list of accepted documents, which you will find below.

 

In order for your ID to be verified, the following documents are required:

A clear photograph of your National ID, Passport, or Driving License

 

The documents should be clear and in PDF form or a photograph of a physical document. Mobile screenshots are not accepted, as well as, scanned or cropped images.

 

All the documents should be uploaded to your gaming account. To upload your documents please click on your Icon -> My profile - > Documents tab -> Select the type of the document -> Choose file -> Verify.

 

Do not hesitate to contact us in case you need any further help.

 

Kind regards,

Carrie

Scam casino!

Don't play there!

My national temporary ID is valid, they don't accept it.

Can't withdrawal.

Pissed off.

In any other casino I played, no issues with a

national temporary ID.

Thanks for the updates and information provided.

• What is the nature of the ID document you provided to the casino?
• Do I understand correctly that the documents expire within a few months?
• Is it possible for you to have a new document issued?

Please let me know.

Dear n666n,

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