The player from Germany is struggling to withdraw his winnings from the casino. The player needed to continue to wager his deposit since the wagering was not yet complete. We rejected the complaint because the player played down his balance.
Hot.Bet Casino - Player’s withdrawal has been withheld.
Amount: €506
Hot.Bet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.7
Hot.Bet Casino has a Safety Index of 0.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Casino refused withdrawal. Played without bonuses.
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2 years ago
Dear sergiomanca,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Allow me a few additional questions so I can understand the issue better.
Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Tomas
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2 years ago
Translation
Hello Thomas, I opened the account on Friday and successfully verified it. I deposited a total of 296 euros with my Visa card. I played exclusively in the live casino with roulette. After a while I had made some winnings, so that I had 506 euros. I wanted to cash them out.
24 hours later I got a message in my inbox that my withdrawal was cancelled. I need to change my deposit amount 5 !! Implement it before I can cash something out. I played WITHOUT a bonus. I was referred to the general terms and conditions... I've never experienced anything like this, I'm surprised that something like this is allowed.
Sincerely
Sergio Manca
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2 years ago
Thank you very much for your reply, sergiomanca.
Have you contacted casino support about the issue? What did they reply? Before we contact the casino, could you please forward all the relevant communication between you and the casino to tomas@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
Hello Thomas, of course I contacted customer service. Was also in live chat twice. I was told that I still have to wager 610 euros for the rollover...
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2 years ago
Thanks for the reply, sergiomanca.
Please note the casino might require you to wager your deposits even when you didn't claim any bonuses.
According to the terms and conditions of the casino https://hot.bet/pages/terms-and-conditions
3.14. A customer can withdraw money from his account only after he has rolled each of his deposits at least 5 times.
Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend completing the wagering first. Alternatively, if you don’t wish to complete the wagering requirements, inquire about more information regarding the cost of transaction processing.
Please let us know if this information was helpful. Looking forward to hearing from you.
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2 years ago
Translation
Thank you for your reply. I've already accepted that my money is gone. It's IMPORTANT for me to warn about this casino!! There is NO way to win there! May those responsible for this casino KARMa go again. Such a rip-off should be punished immediately!!!!
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2 years ago
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WARNING ABOUT HOT.BET CASINO!!!! ATTENTION !!!!!
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2 years ago
Dear sergiomanca,
Do I understand correctly that you are no longer interested in our assistance?
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2 years ago
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I didn't say that and didn't mean that. But now I don't quite understand what the help should look like? Is it possible to still get the money or my commitment?
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2 years ago
I am afraid you would need to complete the wagering requirement, to be able to request a withdrawal, just like the casino support suggested. Please, continue wagering until it is complete. Please let me know about the result.
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2 years ago
Translation
I have already tried it as suggested by the casino. At roulette. And promptly without any chance the mission was gone. And I know one thing for sure, because seen with my own eyes and many years of experience...that didn't go right. It's ultimately my own fault for getting involved with such a rip-off company. There are just too many of these h...sons in this industry. Sorry!I can only warn you again about HOT.BET!!!!Best regards, Sergio
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2 years ago
Could you explain what is your current balance and how much you need to still wager?
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2 years ago
Translation
My balance is still 0.26 euros. Unfortunately, I can't say how high the rollover is. But there again depositing something to play is out of the question after this experience! Implementing the bet 5 times to get a payout is simply the very last thing! If that’s the standard, the industry should be completely banned! And please do it worldwide! These terms and conditions don't go at all!!!!
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2 years ago
Dear Sergio,
While 5x wagering is quite high, we generally accept it. This type of rule exists for the purpose of satisfying anti-money laundering laws and regulations. I am afraid that since you played down your balance, there is not much that can be done from our side. Please be aware these rules are common and are not exclusive to this casino.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
