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SUBJECT: Unlawful delay of withdrawals totaling 24,000 PLN – HotSlots Casino (Forwell Investments B.V.)

Complaint Description:

I am submitting a formal dispute against HotSlots Casino due to repeated and severe delays in processing my legitimate withdrawals, exceeding the maximum timeframe specified in the casino's Terms and Conditions.

My account is fully verified (KYC completed), and all requested funds stem from genuine gameplay without any active bonus restrictions.

Details of Pending Transactions (Total Amount: 24,000 PLN):

1. 10,000 PLN requested on July 30, 2026 (23:26 CEST) – Pending for 14 days (Overdue by 11+ days).

2. 10,000 PLN requested on August 10, 2026 (23:53 CEST) – Pending over 72 hours.

3. 4,000 PLN requested on August 10, 2026 (23:53 CEST) – Pending over 72 hours.

All three payments remain stuck with the status "WYPŁATY W TRAKCIE" (Withdrawals in Progress).

Violation of Terms & Conditions:

According to HotSlots Casino Terms and Conditions, the maximum processing time for withdrawals is 72 hours. This limit has been grossly violated for all three transactions.

Communication with Support:

- On August 5, 2026, I filed an official complaint directly with the casino and submitted the required Section 26 Complaint Form.

- Casino support confirmed receipt of the complaint but refused to provide a complaint reference number or a specific timeline for payment.

- Over the past two weeks, customer support has repeatedly sent templated evasive replies citing generic "unforeseen technical difficulties," without giving any concrete timeframe for resolution.

- Similar "technical delays" have occurred on my account in previous months, indicating a systemic issue or bad-faith withholding of player funds.

Requested Outcome:

1. Immediate processing and payout of all three pending withdrawals totaling 24,000 PLN.

2. Intervention by the dispute resolution team to hold HotSlots Casino accountable for failing to respect their own Terms and Conditions.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address 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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Have you used the same payment method for both deposits and withdrawals?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

​Thank you for your reply. To answer your questions directly:

​Have you made any successful withdrawals before? Yes, I have.

​Have you used the same payment method for both deposits and withdrawals? Yes, I use the exact same payment method for both.

​For additional context: I have been playing on this site for about 3 years now. During this time, I have experienced withdrawal delays before. In the past, the longest wait was around 2 weeks. Every time there was a delay, it was the exact same explanation: technical issues with money transfers.

​On the other hand, there were times over these 3 years when withdrawals were processed within just a few hours. In the past, when waiting for long delays, I sometimes got impatient, canceled/reversed the withdrawal, and kept playing, eventually losing the funds.

​Thank you very much for your help with this matter, and I hope we can resolve this issue soon.

​Best regards,

[Redacted]

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, Barbora (barbora.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,

Attila

Thanks a lot a waiting for resolve problem .

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite HotSlots Casino representative to join this conversation.

Dear HotSlots Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello Barbora,

Thank you for your message.

I would like to clarify that one withdrawal from 30.07.2026 has been marked as sent. I received a notification that it was initiated, but I have not yet received the funds in my bank account. Until the money is physically credited to my account, I consider this case still open.

Additionally, I am still waiting for 2 more withdrawals which are currently in progress:

- 10,000.00 PLN from 10.08.2026 23:53

- 4,000.00 PLN from 10.08.2026 23:53

Both are visible as "WYPŁATY W TRAKCIE" - I have attached a screenshot as proof.

Thank you in advance.

Hi,

Just wanted to check in with you regarding the 10,000 PLN withdrawal that was marked as sent. Have you received the funds in your bank account in the meantime?

Also, please let me know if there have been any changes with the other two withdrawals.

Hi

One withdrawal of 10,000 PLN was marked as sent and has now been received in my bank account - thank you for that.

However, 2 withdrawals are still stuck in status "WYPŁATY W TRAKCIE" (Withdrawals in progress):

- 4000.00 PLN from 2026-08-10 23:53

- 10000.00 PLN from 2026-08-10 23:53

Total pending: 14,000 PLN

Hello marcintiger,

We sincerely apologize for the delay and understand how frustrating this situation is.

The delay is due to recurring technical issues caused by an exceptionally high volume of withdrawal requests. We recognize this is not the experience you expect, and our team is working as quickly as possible to resolve the issue and process all pending requests.

Please note, that your balance is safe and withdrawals will be paid out once the issues have been resolved.

Hi HotSlots Casino,

Thanks for getting back to us. I understand that the delays are related to the technical issues and the high number of withdrawal requests.

That said, the player is still waiting for the remaining 14,000 PLN, with both withdrawals pending since August 10th. Could you please check this with your payments team and let us know when the player can realistically expect the withdrawals to be processed?

I’d appreciate any more specific update you can provide.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear marcintiger,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora