Hot.Bet Casino - Player believes that their withdrawal has been delayed.

I deposited around 1000 euros in hot.bet.sports and won an additional 4000 euros, making it a total of 5000 euros. However, I've been trying to withdraw my money since September 14th, but it's still pending. Every time I contact the live support, they promise to speed up the withdrawal process, but I haven't received anything yet. When I try to email them, they don't respond. They asked for a lot of information, but in the end, they didn't provide any updates.

Dear Qwerty2023,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Qwerty2023,

Have you received your withdrawal from the casino yet?

No I have not 😕 Have been waiting since 14/10/23.

Thank you for your reply, Qwerty2023. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I Made a deposit of 1000 euroes. And I have passed the KYC verification I think, but I never got an answer If I had or not but they required alot of document: it is my first withdrawel I won without an active bonus. I tried to withdrawel the Max amount 5000 euroes. The withdrawel is still pending..I still can cancel the withdrawel after 17 days!!

The withdrawel is still pending… after 17 days still pending.

Please any help?

Have you received any explanation from the casino regarding the delayed payment? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.

Dear Qwerty2023,

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.

They wanted all types of documents when I made the transfer withdrawal on 02/11/23. However, I received the bank statement on Monday, the 6/11/23, before I could send it they canceled the withdrawal. Then I made a new one on 6/11/23, and again, they requested a new round of documents. This time, everything went quiet. I received an email that all documents are received, but the withdrawal was still pending yesterday, and they are not responding to my emails anymore.

I used 1000 euros of mine and originally won 3800, which I transferred to 13,000 because of casino slots. Due to feeling hopeless and not realizing it was a scam scheme, I lost it all. Is it possible to stop a withdrawal after 48 hours? It seems illogical after sending all required documents. I felt the same way the first time when they only wanted an ID and a photo close to my face, not a bank statement, which I waited for over 3 weeks. Now, they seem to be ignoring me again after receiving all the documents. No confirmation whatsoever.

I read somewhere that I can cancel the deposit money by asking my bank to cancel it. Is that true for the 1000 euros deposit? In most cases, on other platforms, withdrawals after 24-48 hours are not possible due to the transfer process. However, in this situation, it's confusing as they claimed to review the bank statement in just 2-3 hours.

Do I understand correctly that you have lost all the winnings you initally wanted to withdraw?

Additionally, you cannot cancel the deposit payment in case it has already been credited to your casino account and wagered, if that was what you were asking about.

Dear Qwerty2023,

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.

I tried to withdrawel I got emails to send bank statement and everything. And when I did so the withdrawel shouldnt have been possible. Thats why I knew Im being scammed by this guys.

Please note that your last message didn't provide an answer to my previous reply/question.

Dear Qwerty2023,

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.

I have lost the winnings because I knew that this site is playing with me. But I still think I should have got my deposit money bank. How can I make this possible?

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings or deposit.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.