Hot.Bet Casino - Player has difficulty withdrawing winnings.

Hi ,

I made a deposit of 900 euros and placed a bet at odds of 1.36. Now, my balance is 1233 euros, but the casino doesn't allow me to withdraw it. According to their terms and conditions, I have to roll over my deposit five times (which is ridiculous!), or I can withdraw it without the rollover but with an 8% commission. When I asked for the second option, customer service informed me that they don't agree to the 8% commission and that I must roll over my deposit five times. What can I do?

I am thinking about self-excluding from this casino. I have read this information on www.gamblingcommission.gov : "The gambling business must close your account and return any money in your account to you. It must also remove your name and details from any marketing databases it uses."

If I self-exclude from Hot.Bet, will they pay me all my money back ?

Thanks

Dear Pedro16,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the last deposit, and it isn't anything unfair. I have also checked the casino’s withdrawal rules in the T&Cs and I found this:

7.3.12. Prior to withdrawing, a customer needs to complete a 5 times rollover of their deposits. Towards the rollover are counted all settled sports bets with min odds 1,6 or higher (Running, Cash-out bets, Tie (Draw), Cancelled, Refunded, Denied bets, or bets placed on multiple outcomes of the same event are not considered towards the calculation of the rollover; and casino bets placed with minimum or no risk). In case a customer doesn’t meet the requirement of a 5 times rollover of their deposits, Hot.bet reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee.  

First, I would like to point out that the website you listed is for players from the UK playing in casinos licensed by UKGC. Nonetheless, rules similar to the one you mentioned typically applies only to funds that were accumulated following the terms and conditions. Therefore, if you did not fulfill the required deposit wagering conditions, the rule would probably not be relevant to you. If you requested self-exclusion under these circumstances, the casino would likely refund your deposit at best (considering the casino's safety index).

Therefore, I suggest you fulfill the requirements, otherwise, you won’t be able to request the withdrawal.

Looking forward to hearing from you.

Best regards,

Kristina

I played in my live with at least 15 bigger then hot.bet casinos (bet 365, paddypower, boylesport ect) and I have never heard about this rule 🙂 I always got my money back without any stupid rollower so don't tell me please that all casinos have this rule.

I live and pay taxes in UK so this webside which I have shown to you is for me as well. "Hot.bet reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee".  I want to withdraw my money with 8% administrative fee but They don't allow me to that that. Is that scam in your opinion or not ?

Thank you very much for your reply, Pedro16. Please note that the decision to apply the fee or require completion of the wagering rests with the casino, not the players. If the casino insists on fulfilling the deposit wagering requirements, we cannot force them to choose otherwise.

Let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Pedro16,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.