Hot.Bet Casino - Player struggles to close his account.

I am 2 weeks trying to get my account closed they keep telling me i have to send an email but they will not respond to the emails i am sending them, Its 2 weeks and still getting no reply

Dear mikecork123, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I am trying to get it closed permanently, Everytime i ask to close on chat they keep me waiting for 30 minutes then tell me to send enail which i do but get no reply

Absaloute useless

Dear mikecork123,

I apologize but I need you to forward me the emails you initially sent to the casino, not create a new email and send it directly to me. This will allow us to verify the exact email address you used, along with the date and time of your self-exclusion request.

Could you also let us know if the casino has responded to your account closure request? I noticed that you submitted a complaint on our site regarding this issue with Hot.Bet before and mentioned that the casino requested verification. Have you provided any identity documents to them since then?

Thank you for your assistance, and we’re here to support you in resolving this.

No the Casino still hasnt responded to me, I sent email also

I understand that the casino has not responded to you. However, I need you to forward me the emails that you have been sending to the casino with the request to close your account.

I seriously sent them 50 emails to close the account, How can a casino be so damn desperate to keep players

Thank you for your email. When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In the emails you shared with me, there isn’t a clear indication that you requested to close your account due to gambling-related issues. Please note that for account closure assistance, we are able to support players who are seeking self-exclusion due to concerns about gambling addiction, rather than those who simply want to close an account for other reasons.

To proceed, could you kindly send a new email to the casino specifying that your closure request is due to gambling-related concerns? Feel free to use the template I provided here for clarity, and please add me as a copy at veronika.l@casino.guru.

Thank you very much for your cooperation and patience.

Dear mikecork123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I got a email back saying they want to give me 50 freespins which i refused, That was 4 days ago i askedvthem to close account and no reply

Still they will not close account

They keep sending me these freespins so i wont close account which i keep refusing and still they will not close account

Have you sent the self-exclusion request to the casino using the template I gave you? Please forward me the account closure request with a clear mention of gambling addiction at veronika.l@casino.guru. Please understand that if you fail to provide me with the necessary evidence of your account closure request due to gambling problems, this complaint will be rejected.

Absolutely ridiculous ghis is what there sending me for accounts closure they still refuse to close account

Have you submitted your identity documents to the casino as requested? Please note that completing the verification process is essential to ensure that your personal information cannot be used to create another account with this casino in the future.

Why would i need to send any documents to close account

When a casino requests documents during the account closure process, it’s primarily to ensure the security of your personal information and to comply with regulatory requirements. By verifying your identity before closing the account, the casino ensures that your personal details—such as your name, address, and email—cannot be used to open another account in the future. This measure protects you from unauthorized access or identity theft.

Additionally, many online casinos implement responsible gambling measures, and verifying your identity helps securely record your request to close the account. This prevents accidental re-registration or misuse of your details. Casinos are also required by law under their licensing agreements to verify the identity of their users, even for actions like account closure. This safeguards both the player and the casino from potential fraud or mismanagement.

Another important reason for verification is to address any financial matters linked to the account. If there are remaining funds or pending transactions, confirming your identity ensures these can be returned to the rightful owner without any complications. Finally, completing the verification process formalizes and secures the account closure, confirming that the request is legitimate and final. While it may feel like an extra step, these measures are in place to protect your personal data and ensure a smooth and secure process.

Have you sent the requested documents to the casino for verification?

Dear mikecork123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.