Hot.Bet Casino - Player's account was blocked.

First deposit bonus (80000+80000 HUF, 200eu+200eu) on 29.04.2022.

Wager fulfillment is ready on 30.04.2022.

Request payment the same day. Almost 2,800 euros.

Deliver documents by email the same day.

Additional documents are requested on 04.30.2022.

Deliver documents by email the same day.

My application will be deleted, new documents will be requested on 05.05.2022.

Deliver documents by email the same day.

Request another payment the same day. Almost 2,800 euros.

On 11.05.2022, I asked in chat what is taking so long? In principle, it takes 2-3 working days.

Their answer is to wait patiently for 3-5 working days.

On 12/05/2022, I cannot access my account, it has been locked.

13.05.2022

The HUF 80,000 was returned.

They think I have double registration, so the prize is invalid!

I don't have double registration at hot.bet casino!

https://youtu.be/y*****

Dear hudaklaci,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? How did the casino inform you about their accusations?

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 

My cousin also registered on their partner site (betonic, betrophy). Since we stream in a community of friends, there was an occasion when we played on my computer with his account. Because of this, his account was closed. But not mine. Although we both verified our profiles, he vowed not to register or play again at Bellona NV owned casinos. We even took a selfie together as proof, which we sent by e-mail. They didn't care about the fact that we were two separate players. Months later I found hot.bet. (maybe they opened it then) I registered and paid with the first bonus. (200+200euro) I have fulfilled the betting requirements. I played alone, on my own computer. My profile had to be verified due to the payment. As you can see, I always sent what was requested by email.

Thank you very much, hudaklaci, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello hudaklaci,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know I have found this in the casino T&Cs:

3. Account and Personal Information

3.5. A Customer may open one account only 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. 

3.10. The customer’s account must be registered on his/her own, personal, and correct, name and personal details. The customer must ensure that all data given at the registration stage is true, complete, and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address, and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the customer has to register personally. Furthermore, a customer can only have one account. Any other accounts which a customer opens with the company, or which are beneficially owned by the customer shall be considered duplicate accounts. Hot.bet shall close any duplicate account/s consequent to the identification of the main account. If Hot.bet closes a duplicate account all bonuses, free bets, and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to Hot.bet, Hot.bet shall seek to recover the loss incurred directly from any other of your accounts.   

3.11. A duplicate account is considered as such in any case where the account IP address, Personal details, payment account number, and site cookies match with an already existing account with the company.

So I'm not sure if we would be able to do anything here. Anyway, I will still contact the casino to see if we can help.

We would like to invite Hot.Bet Casino to join the conversation.

Dear Hot.Bet Casino,

As the player has mentioned, they have done their best to prove that the player is a unique individual and have provided all the required documents you have requested to clearly verify themselves. If you require any additional verification process like a verification video call or similar, we would understand that, but as long as all the winnings have been gained with gameplay according to your rules, we think that a fair approach would be to not void the winnings and allow the player to withdraw them. Is it possible to reconsider your decision?

Hello Michal and Hudaklaci,

Thank you for reaching out to us regarding this case. Upon investigating the situation, we can confirm that you have correctly informed the Player, regarding our Terms and Conditions.

This case happened a long time ago, and we have already, directly informed the Player of the reasoning behind all our actions. 

Additionally, as you can see in this thread, the Player personally admits family connections as well as multiple people accessing accounts from his device.

Overall, the actions taken are according to our Terms and Conditions to which the Player agreed upon registering with us. Thus, our decision will not be reconsidered. 

Kind Regards,

Hot.Bet Team

But only I registered on hot.bet, my cousin didn't. In this case, my accounts on partner sites should have been closed.

If I had really cheated, why did you apologize for the inconvenience caused?

Dear hudaklaci,

I was trying to negotiate with the Hot.Bet Team to reconsider their decision, sadly we were not able to find an agreement and their decision remains final.

As I have informed your previously which rules you have breached and even though you admitted that multiple accounts we created from your device we have to agree with the casino's decision.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal