The player from Ireland had purchased free spins for 80 euros on the casino platform but did not receive the spins. He had closed his account, thinking the missing spins were a glitch, and had contacted the casino for assistance. The casino had stated that the issue was forwarded to the relevant department, but the player received no further communication. Despite the player's claim, we found insufficient evidence to penalize the casino or proceed with further investigation.
Hot.Bet Casino - Player’s purchased spins not received.
Amount: €80
Hot.Bet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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5 months ago
I got 80 euro taken out of account as I bought free spins they got the money but I got no spins
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5 months ago
Dear Cabra54,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hot.Bet Casino.
- Could you please share any screenshots detailing the issue?
- Is the transaction recorded in your casino account?
- Have you contacted casino support regarding the issue? With what result?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
Thanks for your emails.
I am sorry but if there is no record of an unfair loss we might not approach the casino regarding the return of funds or compensation.
Have you asked the casino for the records of your game history? Would you be able to share any record proving your balance disappeared?
Please let me know.
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5 months ago
No I closed account couldn't take a record I paid for free spins the money disappeared I tried again thinking it was just a glitch and it happened again I asked them to help but they said it was forward on to the relative department... haven't even received an email saying what's happening
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5 months ago
Thanks for the explanation.
Under these circumstances, we do not have enough evidence to penalize the casino or proceed with further investigation.
If you come across any evidence of unfair losses in this case don't hesitate to contact me and we'll reopen the complaint.
I am sorry we couldn't be of more help. Please do not hesitate to contact us if you run into issues with any online casino in the future.
