Hotloot Casino - Player’s winnings have been confiscated.

they have asked me 3 times to verify my account. each time i have put the required documents and they have always approved it. but still they always deny me the withdrawal demanding new proof of my identity. now they finally decided to void my winnings and not pay. is this correct and can i get my money back?

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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 I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents did the casino request from you multiple times?
• 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?

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

at least since November last year at a quick glance. they haven't closed my account. just decided without evidence that I cheated/broke the rules and therefore denied my winnings. they say there's nothing they can do about it and I can't get my money. can they really do that? i redeemed a bonus that included a 150% bonus and 20 spins per 1€. i transferred 25e. i couldn't wager the 150% (62.5e) bonus but i was able to wager the winnings from the free spins (with the bonus it was possible to win a maximum of 100e). i got it and tried to withdraw it. then they demanded additional proof of my identity, even though my account had been verified before (and i had successfully withdrawn 100e). i got frustrated because i started to suspect that they weren't going to give me any winnings. so i then decided to gamble my money away, but the winnings rose above 200e so i decided to try to get that 200e for myself. at first they asked for a picture of my bank details. i put it in and they said my account has been successfully verified again, i could make a withdrawal. but when i did that, they cancelled the withdrawal and asked me for a selfie with my id card. i put it in, they accepted it saying again my account has been verified. immediately after that i got an email saying my winnings were voided.

Dear Ferox86,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Ferox86,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Hotloot Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Hotloot Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Hotloot Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 Ferox86,

I have repeatedly tried to contact the Hotloot Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. 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 notify you by email.

Unfortunately, since the Hotloot Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor