Hot.Bet Casino - Player’s withdrawal is delayed.

I deposited approximately 350 euros and purchased a 50€ bonus on a slot, winning an additional 500 euros. Later, I placed a wager on a basketball game to meet their wager requirement and won back about 2500 euros. I then tried to make a withdrawal, but they required information such as a utility bill, ID, selfie and everything necessary for security. The withdrawal process took some time, so I cancelled the withdrawal and wagered again, this time on Blackjack, raising the sum to 4828,59 EURO, and later attempted another withdrawal. They asked for a picture of me and my ID card, and today, on 2023-12-12, they requested a selfie of me with my passport.

Later today, I saw on Trustpilot and Casino Guru that Hotbet is not reputable. Please help me get my money out faster and contact these people!!

Moreover, they have not mentioned anything about the 8% fee in their withdrawal section when you want to take out the money.

Dear OktajServat,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing.

Could you also please specify how the casino informed you about the withdrawal fee?

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

Best regards,

Tomas

They informed later via Live Chat after I had noticed that they had negative reviews here on Casino Guru and also on Trustpilot that people have not received their money due to the ID Document request constantly and that later they have ignored people after their winnings as later the page itself keeps to itself.

Today I contacted them again and they apologized and sent a notice to their department.

But I don't trust them because I get a reply via email every 24 hours at about 3:00 p.m. but later get asked again for documents. People have also lost money via their bank account after their document request in some way or another.

Want all your help to get my money I have won….

ATTENTION!! Have sent everything, Utility bill, ID, Selfie with ID, Selfie with Passport and Bank card. Clear pictures too..

Have recorded/taken photos of everything and my winnings.

Contacted them yesterday 2023-12-14 and asked them when the KYC Team would reply back if I was approved. Got a reply later via their Live Chat that they do not reply when everything is approved and also wrote that I am fully approved with KYC. But they asked me to wait until I get an email later if I get my money sent and ready. So far I have not received any email about withdrawal or anything "accepted" and it just says PENDING on the page. They have also mentioned that it is some other department that fixes this with withdrawal and you are not allowed to contact them..

Have sent all chatting history to my own email. Please help me by contacting them and asking them to process the withdrawal and send my money in time for next week.

Thanks for the explanation of the situation.

Please note it might take a few working days to complete KYC verification in the casino.

Have you received any further updates about your verification status and your withdrawal request since your last message?

The verification is complete and confirmed that it is only the withdrawal that needs to be approved, but it has taken 5 days now and they have not sent the money to me.

So KYC was complete and everything was correct and nothing more was needed from Thursday's judgement.

Now my withdrawal request has disappeared from their website today without any notification. They have deceived me!!

Contacted them via live chat and they apparently said that it has been confirmed and sent the money. But have not received any email about what they referred to earlier. Get back to you tomorrow

I just got my money. You can change the rating to 10 stars from me

Dear OktajServat,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru