Hot.Bet Casino - Player’s account has been audited.

Hallo,

Zuerst war ich doch ganz begeistert von dem Casino. Habe über 3600,-€ gewonnen, wel he i h auch nach ein paar Tagen auf meinem Konto hatte.

Nachdem ich dann aber einen höheren Betrag gewann (15000,-€) und mir 5000,-€ davon auszahlen lassen wollte, wurde mein Konto geschlossen, ich wurde per Mail darüber informiert und das wars. Der Live-Chat gibt keine Hilfe, sagt nur mein "Fall" würde von der zuständigen Abteilung bearbeitet. Dieser Zustand halt nun schon seit mehreren Wochen an.

15.000,-€ auf einem gesperrten Konto. Ehrlich gewonnen und nicht erhalten!!!

Dear Anja,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus? When was the last time you succeeded in accessing your account, please?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hallo,

gespielt habe ich ausschließlich Slots ohne Binus. Mein Konto wurde am 8.4.22 gesperrt. Seitdem warte ich und bekomme keine neuen Informationen.

Hallo, gibt es schon Neuigkeiten zu meinem Fall?

Liebe Grüße Anja

Thank you very much, Anja, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Anja,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Hot.Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Hot.Bet Casino Team,

Could you please provide us with more details about the player's situation and the blocked account? Is the player fully verified in Hot.Bet? What is the estimated time frame for finishing the account review?

Thank you in advance for providing the information.

We would like to ask Hot.Bet 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 will have a negative impact on the casino's rating.

Dear Anja,

I received internal information about a new available casino contact, so I am extending the timer by another 7 days. The casino representative assured me that we will receive the casino's statement directly here in the following days.

Thank you for your understanding. We are looking forward to hearing from the casino soon.

Dear Anja and Casino Guru representative, 

Apologies for the delayed reply. 

After an in-depth internal investigation our Security department detected that the player’s account had been created in violation of our Duplicated accounts policy (her account has matching details with another hot.bet account), therefore breaching the agreed-on Terms and Conditions when the account was initially created: 

"3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company’s sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer"  

You can refer to the full T&C here: https://hot1.bet/terms-and-conditions 

In accordance with our policy, the players' account has been permanently closed. In addition, the player had already withdrawn more than she deposited and was informed that she needs to return 739.5 EUR that were gained wrongfully. 

Best Regards, 

Hot.Bet Casino Team 

HALLO HORBET-TEAM,

Es ist erstens nicht wahr, dass ich informiert wurde, dass ich zwei Konten hätte und zweitens habe ich nur eins. Was soll das andere denn für ein Konto sein? Zudem wurde ich auch nicht informiert, dass ich Geld zurückzahlen müsste.

Ich bin wirklich ratlos, was da los ist.

Bitte senden Sie mir die Daten von dem angeblichen bereits vorhandenen Konto.

Ich bitte um einen ausführlichen Untersuchungsbericht mit allen Ihnen vorliegenden Daten!!!

Anja G******

Greetings all,

Thank you for all information.

Dear Hot.Bet Casino Team,

Could you please substantiate your claims and the casino's decision with relevant data/documents?

What were the matches for the allegedly connected accounts? Was the first account verified? What advantage should the player have been obtained by playing in this way if she played only Slots without using any bonus?

Can you provide me with the data where accounts' names/IDs are visible along with the registration dates and personal data? Are there any other matches? For example, IPs/devices used for playing in the casino?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Hier sind alle Kommunikationen mit Ihrer Seite vom 1.4. bis zum 4.4.22. Alle bzgl.des gleichen Kontos. Ein weiteres wurde NICHT angelegt!!!

Am 3.4.22 habe ich meinen Auszahlungsantrag gestellt. Komisch, dass ich angeblich genau an diesem Tag ein neues Konto eingerichtet haben soll.

Warum sollte ich das denn tun.

Habe das Gefühl, sie WOLLEN einfach nicht zahlen und hoffen dass man irgendwann aufgibt. Das tue ich aber nicht, denn ich habe nichts falsch gemacht.

Ich finde das wirklich sehr unverschämt und ärgerlich. Bin so enttäuscht von dieser Seite!!!

Anja, if there were matches in IPs, name, country, cookies, and the accounts were created with different emails, the list of emails from one email inbox is absolutely irrelevant.

Dear Hot.Bet Casino Team,

Let me please ask you a few questions to clarify the situation.

What type of games did the player play the most? Is that right that she played only Slots without using any bonuses? Did she play other game genres?

Although I agree with some of your claims, could you please explain to us "The advantage that can be gained is bypassing bet limits" in more detail, please? Did she play the same games with both accounts at the same time?

From our point of view, I dare say that it matters whether the bonuses have also been used, or not. Moreover, Slots should be RNG type games with fixed RTP values. I would say it does not matter how many windows a player opens and plays, chances to win are the same and it does not mean any unfair advantage by playing in this way.

Was there also any other breach of the casino's Terms and Conditions, please?

Lieber Branislav,

stimmt natürlich, dass es irrelevant wäre, jedoch HABE ICH KEINEN zweiten Account eingerichtet. Das ist einfach nicht wahr und ich kann es nicht beweisen.

Ich bin den Behauptungen des Casinos völlig ausgeliefert. Das ist wirklich unfair 🙁

Dear Anja and Casino Guru representative, 

Anja mainly played slots, different games from different providers – no bonuses were used. However, please keep in mind that she also could have played any other casino games as well as place bets on sporting events, there are no restrictions to prevent that – therefore she could, if she wants to, place bets on all of the above-mentioned possibilities at any point. 

As already stated in our previous answers, our Security Department detected the usage of multiple accounts (evidence of this claim has been provided in our previous reply), which according to T&C she'd agreed on upon registration, are not allowed. We would also like to stress on the fact that this is considered as a breach of General T&C, which has no relation to any bonus campaigns, hence whether she'd claimed any bonus or not is not relevant to the case. 

We believe the evidence that were provided until this point are sufficient for this case.  

Best Regards, 

Hot.Bet Casino Team 

Liebes HotBet- Team,

Ich finde Ihre Behauptungen haltlos. Schließlich können Sie nicht beweisen, dass ich ein zweites Konto eröffnet hätte. Schon gar nicht, weil das angeblich 2.Konto noch nicht einmal verifiziert wurde! Ich habe ja noch nicht einmal eine andere Mailadresse.

Noch dazu wurde das angeblich 2.Konto am Tag meines Auszahlungsantrages eröffnet. Das ergibt absolut keinen Sinn.

Ich werde das überall wo ich nur kann melden, da Sie offenbar Gewinne unter Vorspiegelung falscher Tatsachen einfach zurückhalten!!!

Für mich ist das klarer Betrug!!!

Gruß Anja

Dear Hot.Bet Casino Team,

Is this player's casino account (which the complaint was submitted with) the first one or the second one registered in Hot.Bet Casino? Were the winnings obtained in the first or the second casino account?

Are you able to send me the data (evidence) above in a form of screenshots made from your system with clearly visible account names, personal details (especially emails) and the data matches?

It is possible to share the data directly here (hidden from the public), with your reply, or by sending them to my email address (branislav.b@casino.guru).

Greetings all,

In the meantime, I was in contact with the casino representative.

Currently, it looks like the casino is not willing to reconsider its decision and provide us with the requested additional information and data anymore.

However, despite the fact that I was provided with data supporting the casino's claims (2 casino accounts were likely used on one and the same device), the casino is still referring only to its Terms and Conditions and a rule about multiple accounts used without any relevant reason for the player's balance confiscation. Therefore, I would like to ask the casino to provide me with the following information:

• A complete history of transactions and gameplay from the alleged first player's account
• A complete history of transactions and gameplay from the second casino account
• An explanation for the unfair advantage that was obtained by the player playing in this way and clarification of "wrongfully gained winnings"
• History of logging in/out - from both accounts with the IP information or a total number of IP/cookie matches

I am aware of the difficulty of my request, but once we have all available, and review it, we can move significantly forward.

Dear casino representative, as I already explained the situation to you, also regarding our Fair Gambling Codex, I would highly appreciate you could share the necessary information with me. Although you informed me that it does not matter if the player would have gained any advantage or not playing this way since the Terms and Conditions were breached, I dare to disagree. It matters.

Feel free to use my email mentioned above, or contact me via Skype.

I am looking forward to hearing from you.

We would like to ask Hot.Bet 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 will have a negative impact on the casino's rating.

Hello,

Based on the internal discussion and available information, I am extending the timer one more time, and I will wait for the casino's response.

Thank you for understanding.

Vielen Dank lieber Branislav!

Leider habe ich wenig Hoffnung, dass ich das EHRLICH GEWONNENe Geld noch von Hotbet erhalte 🙁

Dear Anja and Casino Guru Representative, 

As previously stated, we believe that enough evidence was submitted regarding this case and our decision is final. 

Best Regards, 

Hot.Bet Casino Team  

Beweise würde ich das nicht nennen.

Und wieder hat der kleine Mann gegen ein Geldunternehmen keine Chance.

Die Behauptungen des Casinos sind tatsächliche Lügen!

FINGER WEG VON DIESER SEITE!!!!

Lieber Branislav, ich bedanke mich nochmals für die Mühen! Trotzdem habe ich das Gefühl, den Behauptungen des Casinos hilflos ausgeliefert zu sein.

Ich habe jetzt erneut Beschwerde eingelegt. Diesmal über den Lizenzgeber!

Ich hoffe sie verlieren ihre Lizenz, damit nicht noch mehr Spieler auf dieser Seite so unfair behandelt werden!

Mit freundlichem Gruß Anja

Greetings all,

Thank you for the information and updates.

Dear Anja,

Since the situation was already explained and the casino's decision remains unchanged, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating.

In case of any questions or information from the licensing authority, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru