Hot.Bet Casino - Player’s account not closed and winnings disappeared.

I find this site to be very suspicious. I have lost large sums of money and have asked them many times to remove my account because I have a gambling problem, but they chose to entice me with bonuses so I would keep playing. When I have won and had large amounts in my account while playing, the game has lagged, and I have been logged out, and the money has disappeared.

Dear Pariia11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hot.Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you made these deposits after you informed the casino about your gambling addiction on April 28th?
• Have you received any response from the casino, or contacted the casino regarding your issues via other channels?
• Is your casino account currently closed?
• Do I understand correctly you already contacted the casino with a request for a refund? What was the casino's response?

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,

Tomas

No my account is still open and it hasn't paid anything but only seen me bonus to play with have told them I have a gambling addiction and wish they would shut down but no

Thank you very much, Pariia11, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru)    who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Pariia11,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Jozef,

We reviewed the player's claim and can confirm that their account is currently closed. Please, keep in mind that such requests need time to be reviewed after they are received in the proper e-mail address. 

Especially if there is a balance in the account or a pending withdrawal which might extend the time of handling as well. 

Kind Regards,

HotBet Casino

Dear Hot.Bet Casino team,

Could you specify when the account was closed? Based on the provided evidence from the player, it seems they already informed you about their gambling problem on the 28th of April.

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.

Dear Jozef,

The player’s initial request was received on the 28th of April and their account was closed within the designated time frame as per our Terms & Conditions. The player requested to re-open the account and later sent another request for closure which was granted. Please note that during their pending request, the player is fully responsible for any account activities.

Regards,

Hot.Bet Casino

Dear Hot.Bet Casino team,

Could you please confirm when the account was closed?

hi Josef, as I wrote in an email, Hotbet has withdrawn money from my cards, as the website says cancel, but the money has been withdrawn, it is a large sum, I have also filed a police report, but the website does not want to answer me or cooperate with me, I have sent them an email. And they are right they closed my account then I had money about 7500 Ero and they made it difficult for me to withdraw and did not learn to withdraw which I lost plus SEK 250000 on them I am sorry and cheated I have said I have gambling problems and pleaded for help.

Dear Jozef,

In order to protect the player, his account was initially closed on 15.05.2024 for 30 days as the player has not specified any period in his request. 

It is important to note that the account was closed within the designated timeframe and that it is the player's sole responsibility for any activity in the account while the exclusion is being processed. 

A few days later, since some balance was left in the account, the player requested a re-opening which was granted with multiple reminders that she understood the situation and acknowledged the risks, as well as being advised to review our Terms and Conditions again, which later on ended up as excluding her account again without the option to be re-opened. 

With this being said, the player's request was handled in time, and all our actions were taken according to the Terms and Conditions.

Regards,

Hot.Bet Casino

Dear Hot.Bet Casino team,

Based on the evidence provided by the player, it is clear that she has informed you about her gambling problem. I believe her account should be closed permanently, with no option for reopening. Can you please explain why her account was only closed for 30 days and subsequently reopened? Players with gambling issues often cannot control their actions, so this process does not align with responsible gambling standards.

My account was not closed for 30 days just overnight. I had money and saved a few that were on my account instead of making a transfer they opened my account and also made it difficult to pay out and the account was open until I realized all the strange withdrawals from my cards and that overruns were interrupted on the website but the money was withdrawn from my card or the deposit never came to the game account.

Dear Jozef,

The player's account was closed at their request within the designated timeframe. Since the player did not specify а duration it was closed for 30 days. Subsequently, as per the player's request, the account was reopened due to remaining balance and afterward closed. Please note that before the reopening, the player was advised about the possible risks.

All our actions were taken in accordance with the Terms and Conditions.

Regards,

Hot.Bet Casino

Dear Hot.Bet Casino team,

thank you for your reactions. I am very sorry but I do believe the situation could have been handled better. When a player informs the casino team about a gambling problem, their account should be permanently closed as soon as possible without any chance of reopening. I see two issues here. First, the player informed you about their gambling problem on April 28th, but the account was only closed on May 15th, which is a too-long delay. Second, you allowed the problem gambler to play and reopen the account just with a confirmation of acknowledging the risks, which is irrelevant. in such a case. A player with a gambling problem might confirm anything. We believe the account should not be reopened at all; however, a reopening process with a cooling-off period might be acceptable, but that was not the case here. Given the above, I believe the player deserves a refund. Could you please reevaluate your decision, or is it final?

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.

Dear Casino Guru,

We are currently in further internal discussion and review of the case. We will update the thread as soon as we have more information to share. 

Kind Regards,

Hot.Bet Casino

Dear Hot.Bet Casino team,

I am extending the timer by 7 days. Please, let me know if you need more time.

Dear Pariia11,

I was informed by the casino team that the disputed amount you provided is not correct. Could you please respecify the disputed amount? Once you mentioned your gambling problem, any winnings or losses should no longer be considered. Therefore, the disputed amount should reflect the total deposits, minus any withdrawals made after the casino became aware of your situation.

Hello Jozef, 

We will give a final statement as soon as our internal discussion has been completed, in the meantime, we would appreciate for the disputed amount to be reviewed as this amount has no connection to the player's account.

Kind Regards,

Hot.Bet Casino

Hello, the total deposit after I mentioned my problem is SEK 85,000 on clear cards SEK 80,000 coop Mastercard SEK 120,000 on remenber Mastercard and about SEK 89,000 on

Swedbank card.

many of the deposits were canceled with me with the money withdrawn and I realized this after I have reviewed my cards.

I have video of all deposits as well as those that should have been canceled but still deducted from my card. They have never been profitable, unfortunately.

the amount that I have written is only after I have asked to be banned before that I had already played about SEK 190000

I’ve updated the disputed amount, and it should now be more accurate. We'll wait for the casino to issue their final statement.

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.

Dear Jozef,

We are still in consultation. However, please note that the corrected amount still does not match the amount the player actually deposited. We kindly ask you once again to adjust the amount accordingly keeping in mind that the canceled deposits should not be included.

Best regards,

Hot.Bet Casino

Dear Hot.Bet Casino team,

I have updated the disputed amount based on the player's statement. Could you please specify what the correct amount should be? It would also be helpful if you could provide the player's full transaction history from their account.

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.

Dear Jozef,

The requested information has been forwarded to you.

Kind regards,

Hot.Bet Casino

Dear Hot.Bet Casino team,

Is there any outcome from your internal discussions?

Dear, Jozef.

After internal consultation and further investigation, we have established that all our actions are in accordance with our terms and conditions, to which the player agreed upon registration.

Please note that our dedicated team is extensively trained to manage such situations efficiently while adhering to strict procedures.

Since our actions were all according to the established procedure and rules to which the player agreed to, he is not eligible for a refund to the updated disputed amount.

Our decision on the matter is final and not subject to any further alterations.

Regards,

What amount am I entitled to? You never suspended my account even though I asked you several times! You have withdrawn money from my cards even though the purchase was cancelled, this is theft!!

Dear Pariia11,

I am truly sorry about this situation. As you can see from the case details and my communication with the casino team, they were consistently adjusting the disputed amount, despite promising to investigate and discuss the situation. In the end, they only provided a general statement. I am also very dissatisfied with this outcome, and the only option I have is to close the case as unresolved. However, before doing so, I would like to correct the disputed amount. The casino has proposed an amount they consider relevant, but they have not provided sufficient proof to support it. Could you please confirm the total amount of your deposits, minus any withdrawals made at this casino since April 28th, when you first informed them of your gambling problem? This will help us ensure the correct figure before closing the case.

You can forward me evidence to jozef.k@casino.guru.

Hi Josef, yes I am very sad and disappointed too! That they can take so much money from me and put me in debt and there is no system where I can get help. The problem is that they have withdrawn the money from my account without putting it in the game account they have stolen from me and the amounts that I have said before are the amounts in question and nothing more. I understand that you cannot help me further despite my evidence BUT PLEASE JOSEF where can I go to take this further.

Dear Pariia11,

I am very sorry, but since the casino team failed to cooperate, we cannot continue with the investigation and I can only consider your complaint as justified. An alternative option is to file an official complaint with the casino's licensing authority.

I recommend contacting both of these as they present to be licensed by both.

Curaçao Gaming Control Board (GCB)

Curaçao Antillephone N.V. (ANT)

Please note that this complaint will have an impact on their safety index on our website.

Best regards, Jozef