Hot.Bet Casino - Player's account has not been closed.

On September 11, 2024, I requested that Hotbet close my account due to gambling problems. However, they did not close the account, even though I wrote to them multiple times and asked them to close it because of my gambling addiction. Instead, I was granted VIP status and received numerous bonuses, allowing me to continue making deposits. I now demand a refund of my deposits, as I have repeatedly pointed out that my account should be closed because I am a gambling addict.

Dear Flugfiske28,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

When was the first time you explicitly informed the casino that you wished to close your account due to gambling problems or addiction? Please forward me the email with this specification at veronika.l@casino.guru, or alternatively, you may post screenshots here. Ensure that the screenshots clearly show the sender, recipient, date, and time, along with the casino’s response.

Could you also confirm whether you completed the full KYC (Know Your Customer) verification process?

How many deposits did you make after you first mentioned gambling addiction in your self-exclusion request?

I hope we can work together to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Emailed you info

Thank you very much, Flugfiske28, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Flugfiske28,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Hot.Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal