Hot.Bet Casino - Player’s deposit was not credited to his casino account.

Am 09.12. jeweils 200, 100 und 50 Euro eingezahlt! Ist vom Bankkonto abgebucht am 12.12. da Wochenende. Gutschrift auf Transaktionen bei hotbet nur 50 und 100 Euro! Es fehlen die 200 Euro! Alles hingesendet von Kontoauszug, Abbuchung und diversen Screenshots! Immer wieder widersprüchliche E-Mails erhalten und bis heute keine Gutschrift! Das klingt nach Betrug

Dear triller02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account

Could you please advise if you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Bank wurde kontaktiert und es wurde mitgeteilt, dass das Geld freigegeben wurde. Ich könnte jedoch kostenpflichtig in der Filiale einen Nachforschungsauftrag stellen. Bisher noch nicht gemacht, da es erstens nochmals Geld kostet und zweitens unsicher ist, ob was dabei rauskommt.

Thank you, triller02, for the update. Could you please provide your full bank statement for the month of December? My email address is petronela.k@casino.guru.

E-Mail mit Anlage gesendet.

Thank you very much, triller02, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi triller02,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Hot.Bet Casino to the conversation to participate in the resolution of this complaint.

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.

Hi triller02,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicenses.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Hot.Bet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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, the status of the complaint will go back to ‘unresolved’.

Die Adresse zur Glücksspielbehörde hat nicht funktioniert!

Hi triller02,

I received a response from the casino stating that the transaction was never received. I've looked at the bank statement again and it seems that you used Skrill for the first two deposits and probably a different payment method for the last one. I wonder if this caused the problem. Could you please forward your bank statement for January 2023 to double-check if the transaction came back (peter.m@casino.guru)?

Auszug soeben weitergeleitet! Die Transaktionen wurden nicht zurückgenommen. Skrill/Sofort ist richtig.

Hi triller02,

Thank you for the bank statement. I confronted the casino representative one last time but so far, it doesn't look like we will be making much progress here.

Hi triller02,

I'm still discussing the issue with the casino rep as they are trying to find out what happened to your transaction. I will keep you updated.

Perfekt, herzlichen Dank!

Hi triller02,

Unfortunately, we haven't received a sufficient explanation from the casino yet. The complaint will become unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino provides any relevant information, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter