Hotline Casino - Pelaajalla on kotiutusongelmia epäselvien sääntöjen vuoksi.

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Dear Ondraszek,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Hotline Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Hello I 've received no wager free spins. Won less then 11zl from this spins. Then this amount was added to my real balance and I've started playing from real cash balance and won more then 7000zl. I've requested a withdrawal of amount about 6000zl. Casino send me 250zl and reduced my balance to 0.

I have reviewed the casino's bonus terms, and here is what I found:

2.8 Free Spins No Wagering and Maximum Withdrawal Limit. NO WAGER free spins received when making a deposit with a promo code have a maximum withdrawal limit of five times the deposit amount, unless otherwise specified in the promotion terms.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, win limits are considered unfair and predatory only when applied to real money games. We do, however, accept bonus terms and conditions that restrict the maximum cashout from bonus play.

When you completed the wagering requirements of your bonus, the cap was not applied immediately. Some casinos apply the maximum winnings cap only when a withdrawal is requested. At the time you finished wagering, you should have been left with a maximum of 250zl. Continuing to play with a higher sum meant that any additional balance was effectively virtual and not real money. Consequently, all subsequent winnings generated from this bonus are also subject to the bonus cap.

Since the casino applied the correct maximum win cap when you requested the withdrawal, we cannot consider their actions to be unfair.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Attila

We’ve reopened this complaint at the request of Ondraszek. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Ondraszek,

Could you kindly advise how much was your account balance prior to the addition of the 10.19 zl winnings from the free spins to your real money balance?

Additionally, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

My account amount was 50zl which I've deposited and winnings from FS no wager 10,19zl were added to that 50zl.

I'll write to customer service and ask for an Excel history. I'm only concerned about one issue: I was using hotlinecasino24.com when I deposited and placed bets, and hotlinecasino25.com was also working independently. Hotlinecasino24.com hasn't been working for some time, and now I've looked, and the address has changed from 25 to 26...

Dear Ondraszek, thank you for your reply. Do you have any updates for us? Have you received the game history from the casino?

Thank you in advance for your cooperation.

Unfortunately, casino didn't answered for my request for games history as I've send IT immediately after your last message...

I have written a request for the history maybe 5-8 times, either in chat or by email, and so far I have not received any response, not to mention the creation of a history file

Dear Ondraszek,

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, Michal (michal.k@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,

Attila

Hello Ondraszek,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Hotline Casino to participate in this discussion.

Dear Hotline Casino,

Could you kindly provide clarification regarding the course of events and explain why the player's winnings were capped?

If there are any factors influencing this situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru.

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 Ondraszek,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw.

Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We have reopened this complaint after the Hotline Casino team provided their explanation of the events.

Here is their message:

Hello,

I'm Eva from Hotline Casino and writing refarding this complaint - https://casino.guru/complaints/hotline-casino-player-faces-withdrawal-issues-due

Here is the answer from our team - 

"The player made a deposit of 50 PLN using a promo code for no-wagering free spins, with a maximum withdrawal limit after meeting the wagering requirements of 5x the deposit amount, which amounts to 250 PLN.

This is specifically stated in the rule clause:

2.8 Free Spins No Wagering and Maximum Withdrawal Limit. NO WAGER free spins received when making a deposit with a promo code have a maximum withdrawal limit of five times the deposit amount, unless otherwise specified in the promotion terms.

As we can see, the player themselves mentioned that the free spins worked correctly with no wagering requirements, and 10.80 PLN were added to their 50 PLN deposit. The player could then continue playing with the possibility of withdrawing up to 250 PLN. Once the player requested a withdrawal, all their extra winnings obtained using this bonus were canceled. The player subsequently received their withdrawal on time, having multiplied their deposit by 5 times."

If you have any other questions let me know.

All the best,

Eva

Would you mind confirming whether this helps clarify the situation for you, Ondraszek?

2.8 Free Spins No Wagering and Maximum Withdrawal Limit. NO WAGER free spins received when making a deposit with a promo code have a maximum withdrawal limit of five times the deposit amount, unless otherwise specified in the promotion terms.

I don't see in this rule clause nothing that wins from (deposited amount+ amount won from free spins no wager) have maximum withdrawal. There isn't also mentioned that if I want to play without any withdrawal restrictions after depositing with promocode first I need to withdraw my all credits and make new deposit without usying any promocode. Because for ex. if I deposit 50zl with promocode for no wager FS , won nothing from those spins and deposit again but without promocode for ex. 1000zlFollowing casino logic, the maximum withdrawal amount applies to all winnings from the moment of depositing using the promo code until the withdrawal, at the time of the withdrawal request I will be paid 250 PLN and the rest will be removed. This doesn't make sense. There rule only mentioned the maximum withdrawal from free spins and nothing else. I've requested withdrawal of 10,80zl from free spins no wager which not exceed 250zl. If the regulation stipulates a maximum payout from a no-wager FS, you can't subsume other winnings under that payout limit. I'm not a lawyer, but I've always thought that if the regulation doesn't state something, you can't add additional conditions based on your own interpretation. And to be even more meticulous, this record "NO WAGER free spins received when making a deposit with a promo code have a maximum withdrawal limit of five times the deposit amount..." From a law perspective, it doesn't specify at all what this maximum payout refers to: the value of received FS (number of spins x stake)? Winnings from these spins? Winnings obtained from the winning amount from these spins? If I had to interpret it, it would probably be closest to saying that it refers to winnings from these spins... but that's just an interpretation, not a clearly defined reference... there's definitely no provision stating that the maximum payout applies to all winnings obtained between the deposit with the promotional code and the next withdrawal.

2.8 clause states the limit but does not specify what exactly and in no way did it authorize the casino to take almost PLN 7,000 when requesting a withdrawal.

Eva from hotlinecasino wrote:

"The player made a deposit of 50 PLN using a promo code for no-wagering free spins, with a maximum withdrawal limit after meeting the wagering requirements of 5x the deposit amount, which amounts to 250 PLN."- in this sentence the maximum withdrawal refers to the deposit, in this case confiscation of everything over PLN 250 upon withdrawal could be in accordance with the provision... but this is not a point of the regulations...just her own interpretation which does not coincide with the point 2.8

Clause 2.8 Free Spins No Wagering and Maximum Withdrawal Limit. NO WAGER free spins received when making a deposit with a promo code have a maximum withdrawal limit of five times the deposit amount, unless otherwise specified in the promotion terms.- in this sentence the maximum payout refers to the free spins received, nothing more

It seems to be the same, but the rule clause and what Mrs. Eva wrote say something completely different 😉

I understand the intention of Article 2.8 on the casino's side... but the way it is constructed... in my opinion, the legal department should be fired 😂 because it does not protect them in any way.

I've read the entire regulations quite carefully and Article 2.8, which is quite important for the casino, seems to be the worst, unclear and doesn't specify anything... but that's not my problem😋

Btw I wrote complaint to complaints@cga.cw 17.01.2026. No answer yet

Dear Ondraszek,

Thank you for your responses. I have received this additional message from the casino team:

Hello, Thank you for your email. We must point out that the player is interpreting the terms in isolation, while the correct approach is to read them together. The deposit was made with a promo code that activated the "No Wager Free Spins" promotion. Clause 2.8 sets the maximum withdrawal limit for this promotion at five times the deposit amount (in this case, 250 PLN). Clause 2.18 then clarifies how such limits are applied: 2.18 If the maximal winnings sum is mentioned in the promotion terms, you can make a withdrawal within this sum. The rest of the winnings will be annulled. The rules do not distinguish between "winnings from free spins" and "winnings from playing with the deposit after the spins." From the moment the promo code was used, the entire balance was subject to the promotion’s conditions until a withdrawal was requested. When the player later requested a withdrawal, the system correctly applied the 250 PLN limit, and the excess winnings were removed in accordance with the above clause. We acted strictly in line with the published terms (2.8 and 2.18) that were accepted when making the deposit. The withdrawal was processed correctly, and the 250 PLN was paid to the player.

Dear Ondraszek,

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.

"2.18 If the maximal winnings sum is mentioned in the promotion terms, you can make a withdrawal within this sum. The rest of the winnings will be annulled. "

The terms and conditions of this promotional code don't mention about maximal winnings sum. IT specify only the maximum withdrawal nothing else, so in this case, we have to refer to point 2.8, which, telling us that max withdrawal applies to FS no wager only... I don't know why the casino claims that when the promotional code is used, the entire balance is subject to the max withdrawal limit...because there isn't such rule.

"Maximal winnings sum " technicaly is something different then"maximal withdrawal " so point 2.18 does not apply in this case

Dear Ondraszek,

I understand that you are trying to explore every possible argument in support of your case; however, this does not alter the written rules that apply in this matter, which you agreed to when claiming the bonus. As an industry standard, bonus rules are in effect from the moment the bonus is claimed until the bonus is lost, canceled, or the wagering requirements and other bonus requirements are fully met.

If a bonus includes a maximum withdrawal limit, this rule applies for the entire duration of the bonus, including any associated free spins, until a withdrawal request is made and winnings are adjusted in line with that limit.

In this case, the casino team has acted in full compliance with the bonus terms outlined above, and your winnings have been correctly adjusted. While you are certainly entitled to your own opinion, this does not change the fact that the rules were applied appropriately.

Upon review, no action by the casino team has been identified that violates their established policies or industry standards. Accordingly, this case will now be closed as Unjustified.

You remain entitled to disagree with this conclusion and may escalate your case to the casino’s licensing authority or another relevant regulatory body in your jurisdiction if you truly believe your position is justified. However, we are unable to provide further assistance on this matter. Should you choose this route, you are welcome to share the authority’s decision with me at michal.k@casino.guru.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru