Hot.Bet Casino - Player was accused of opening multiple accounts.

Hi.

Explain : Greeting! Hot.bet says I have 2 accounts. and therefore does not want to withdraw. I am the sole owner of this IP address. I may have had an account before. but this ip address only has my name. and I have never played here with bonuses. or with free money. I played for real money in the casino. and does not want to pay the money. I want to ask for help. because the online chat is not available. and they hardly want to answer emails.

i hope can i get help.

Dear noni0706 ,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that there is a chance you had an active account in the past? Have you passed the KYC verification?

Could someone from your household or using the same IP address create an account at this casino too? 

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina!yes, there is a chance that I had an account before. but i lost login. and I lost that email too.I am the sole owner of this IP address.no other person has ever registered here.and hot.bet. I only played with real money.Yes. I sent all the data that the casino requested for personal identification.

Thank you very much for your reply, noni0706. Would you be able to estimate when you opened the previous account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, Kristina.unfortunately I can't say exactly when opened.okay i send it email

Thank you very much noni0706 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi noni0706,

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.

Hi Peter.Thank you Kristina! unfortunately they don't answer the email. and chat is not available either. I have already submitted the complaint to the authorities.

Dear noni0706, 

Please note that information regarding your case has been sent to directly to Peter from Casino Guru and we are awaiting his evaluation. 

Kind Regards, 

Hot.Bet Casino Team

Dear Hot.bet. we can see the overall rating of the casino.YOUR CASINO IS ONE OF THE WORST RATED.YOUR CASINO UNLAWFULLY AND INTENTIONALLY TOOK MY WINNING.

Dear Hot.Bet Casino Team,

Sorry for the delay. Thank you for the email. I've looked at the evidence provided, however, it seems that the whole case is solely based on an IP match which we don't consider to be sufficient proof. Could you please elaborate on that? Is there anything else suggesting multiple accounts (e.g. name, address, date of birth)? Are both accounts verified? Were they used at the same time, or were bonuses granted to both of the accounts?

Dear Peter. Thank you very much for your help.just. I played real money in the casino.the email address of the previous account. and I lost your login information. and that's why there was a new account,no other person has ever played on this ip.both accounts were never used at the same time.I didn't do anything, I just played and won,I hope you can help me get my prize back

so the casino illegally and intentionally took my winnings.

Dear Peter, 

The screenshot we sent via email contains all the required information.

The screenshot is from the first registered account of the player, you can clearly see that the names and personal information are the same. 

We would recommend a closer look at the provided evidence (the screenshot).  

We believe that we have provided enough proof for this case. 

Kind Regards, 

Hot.Bet Casino Team

Dear Hot.bet team!

I already informed the casino that I lost my login data and email address. in the previous account.I could not access that account anywhere else. because you don't answer the email. and there is no live chat. I sent an email earlier. to change my password. but no response was received.and change my email address. in the very first drawer.no response received.so I opened another account.with the same data. because, as I said before, I did not have access to the last account. and you did not change my email address in the previous account.both accounts are on the same ip. and under one name.no other person has ever had an account here but me.we never used the two accounts at the same time. (because the previous account was already closed, as I could no longer log in there)it is in your terms and conditions to merge such accounts.since there was no fraud. I didn't play with bonuses. I only played for real money,and this ip address has only one owner.please take a closer look at the requested information. and send my request to the casino manager. because I passed the case on to the authorities. and to other organizations as well.I clearly didn't do anything wrong.and you deliberately do not pay my winnings. as he has done with many people since the casino has been operating. but I will be able to take this case even to a personal level.I will pursue the case until someone closes the casino. or he pays my money to me. what i won....

3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer.

I sent you an email earlier. to change my email address in the previous account. because I lost my email address and left my login information.unfortunately there is no live chat. and they never responded to my email..please also tell me why you don't merge this account. I informed the casino earlier that I left the login details. and email in the previous account??both accounts are created with the same name. never used the 2 accounts at the same time.they paid with the same bank card in both branches.and I authenticated myself for the payment on this account.I did not break any conditions. and I have never cheated at the casino. I just played and won. and you don't want to pay. what i won.I hope the authorities and other organizations can help me.because I will not leave this matter at that. for taking my prize.and has already illegally taken the prize from several players.i will do everything i can to get this casino shut down or my winnings paid out.I wish you a Nice Day. and I await your reply.

.

Hi all, thank you for your replies.

Dear Hot.Bet Casino Team,

We always try to look at the overall fairness of the situation and the application of rules. Yes, you are right that the player opened two accounts in the casino, but as stated above, noni0706 asked you to change her email address before this happened and received no reply. Secondly, she didn't gain any unfair advantage since she didn't play with two accounts at once and only played with her real money. Taking all this into consideration, we think that noni0706 should get her funds back.

Hi Peter! Thanks for the answers and the help!

Yes, I asked the casino to change my email address earlier. but unfortunately he never replied to any of my emails and live chat is never available.I have already sent the casino guru all the conversations. and I only received an email from the casino to verify my data. in other things he never answers and never supports me in anything. more emails. I sent it, but it does not support and does not respond to emails. never.that's right. I lost my previous account. and I never cheated with bonuses. and never played with both accounts at the same time. and I authenticated my account.i never cheated in the casino i just played and won.I think the same as you Peter. that if it is a fair casino. then you have to pay the prize. if you have all the information.I am an old woman, I have 8 children and 9 grandchildren. where should I put the prize?I hope the casino manager is also reading this conversation. and he finally gets around to sending my prize.I had time to read about the casino on the Internet

https://www.scams-blacklist.com/hot-bet-review/

there are a lot of complaints about the casino.I hope you can help me Peter.

I think I will involve several organizations if I don't manage to get my prize back as soon as possible

Have a Nice Day and Good work Peter!

We are waiting for Hot.Bet

Best regards: Imrene

Hi Peter!I forgot about that. I can send that email here. which I sent to the casino earlier. how to change my email address?I sent an email to the casino today. and he doesn't answer today either. this casino does not respond to anything. and does not support anything. I'm completely tired and I don't feel well. this has been going on for 1 month

Hi noni0706,

Please forward the email where you asked the casino for the aforementioned change to my email address (peter.m@casino.guru).

Hi Peter!I sent it.I also sent a message to the casino today, almost every day. but he doesn't answer. He hasn't replied to any of the emails sent so far. and does not support

I hope you manage to catch up with this casino.

I wish you a Nice day and Good work. I look forward to further developments

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’.

Hi noni0706,

Could you please forward the original email you sent to the casino asking the casino to change your email address?

Hi Peter! Good morning.this is an original email of which I took a picture.the original email is no longer in my account. because freemail asked me to delete the messages. because I send and receive a lot of messages. and restricted email.I made an original screenshot of each email.the picture I sent is also an original email.

the e-mails have been deleted, but the pictures are the original e-mails. saved as an image.

Hi noni0706,

Thank you for the screenshot. Let's wait for a response from the casino.

Hi noni0706,

The casino rep asked for more time. We can give them two more days. If there's still no progress after that, we will close the complaint as "unresolved" which will negatively influence the casino's rating.

Dear Peter!Thank you very much for your efforts so far!

Dear Casino Representative!(if you see and read this message)

I think I have given the casino plenty of time to resolve this case.but as we can see, the casino unfortunately violates its own conditions.the casino claims to help players around the clock.personally, he did not respond to my several emails. Out of 15 emails sent!I have also sent quite a few emails through the website. and I also sent an email to the specified email mailbox. regarding the resolution of the case.has answered 2 out of 15 emails so far.once I received the answer that my winnings were confiscated. and my paid money was returned,I have given him a detailed reply in this regard along with the submitted evidence. but there was no answer to that either. never.the second email I received from the casino was that he does not know what it is about and let me explain in more detail what I mean.even then I answered the casino in detail. I gave everything about the matter, but the casino never answered the email back.this is far from friendly support,since she never answers emails and never tried to solve the case with me.I can only solve the case with a third party. since I can't rely on the casino.to a casino where I deposited my real money.I also contacted the service provider where I had the biggest prize. and I'm waiting for the service provider's response.I could write more things here that negatively affect the casino. but for now I only wrote down my current situation in summary.Dear Peter Kevdes, I would like to ask you if this matter is not resolved and the casino does not pay the prize. please help me to contact the authorities again.unfortunately, I've never been in this situation before and I don't know what to do.You are qualified and I would like you to help me with this. If we have waited this long, we will wait 2 days for the casino representative!To be honest, after all this time, I hope you will give me good news and respond. and the reputation of the casino will be better.

Dear Peter and noni0706, 

We would like to lay out all the facts about the case: 

The player submits the complaint, stating she cannot withdraw her winnings, because she is accused of breaching the T&C of the Casino by having multiple accounts. In this initial message she is stating "I may have had an account before"  

At this point we have reviewed the case and took the initiative to send evidence directly to the Casino Guru Representative (Peter). The data sent was a screenshot clearly showing the existence of two accounts related to the player (noni0706).  

• Peter stated that the screenshot showed only an IP match, which is regarded as insufficient evidence. 
• We emphasized on the fact that along with the IP, the screenshot contained additional matching details (personal details and both accounts were active during the same time). 
• The player immediately replied that she has lost her login details and email address of the first account. (now clearly remembering that there was another account).  
• Peter, you on the other hand also agree that the player has two accounts (a kind reminder that this is a clear breached of our T&C, now acknowledged by everybody), but you are not commenting on the fact that besides the IP match, the personal details are same and the accounts were active during the same period 

The communication shifts towards the supposedly lost credentials of the first account. The player claims she has been in contact with us. The "evidence" provided to support this claim is a screenshot of an email.  

• We would like to point out that there is no such email in our system, the reason why the player did not receive any answer. Considering that we do not accept the screenshot as solid proof, it remains just a claim.  

Having summarized all the facts around this case, we believe we have provided all the necessary proof and our position will remain the same: 

The player clearly has multiple accounts (acknowledge by all parties), which is a direct breach of the Casino’s Terms and Conditions. The matching details are: IP, Personal Details, Active during the same period. In addition, there is no request for a password/login change. 

We do believe this summary will clear the whole situation! 

Kind Regards, 

Hot.Bet Casino Team

dear hotbet casino representative!

I couldn't send a password reminder because I lost my email account and couldn't receive the email. I also lost my login information.

you are correct that I had an active account before the other account was created, as I mentioned earlier I left the login and was unable to use the account.maybe there was an active account but the old account was never used when the new account was created. No, I have never used both accounts at the same time! I have already informed the casino about this by e-mail, to which I have not received a reply. It says it can't find the emails. this is an interesting thing because i sent 15 emails .all original emails.your support answered me 2 times out of 15 emails sent so far.because i don't have to go far to find out what the casino wants to do

the casino wants to take my winnings. which he has done many times with many players.

Dear casino representative! unfortunately they started with the wrong person. because I am proceeding with the case with all the evidence before me.

unfortunately, we can see the total value of the casino here and on several pages. deliberately takes the prize from the players. but now I'm taking this case on behalf of all the players. and I will not allow him to continue doing this to the player because this is what they do. it is legally a criminal organization. intentionally uses contracts and mods that deprive the player of winnings.

I will continue to take this case to a personal level and even to the courtroom. also because of the other cheated players

dear hotbet team, how many players have not yet posted negative comments here?unfortunately there are no good comments..and unfortunately there are many players who have already been scammed and have not paid out their winnings.now I can tell the other players to stay away from this casino.your company is a legally operating criminal organization.which we will now thoroughly investigate. for taking the prize.

I will not consider this matter resolved.

I wish you a nice day. and thanks for the answers.it took the casino 2 months to respond and send detailed information.I will take the matter on to official enforcement. and also to the personal meeting room.

3.4. A Customer may open only one account on the Website and with the Company. The Company may close any additional accounts, withhold or deny all payments, or otherwise treat all such accounts as a single account and consolidate the Company, in either case at the Company's sole and absolute discretion. . The Customer agrees that the Company may use any method it deems reasonable to determine whether two or more accounts belong to the same Customer.

Please tell me why you are not merging my account? because only my name is visible on this IP address. no one but me has created an account at this casino yet

Please tell me what method you used when you decided not to treat the two accounts as a joint account. since I notified the casino that I left the login.?!

I only played for real money. and I didn't use both accounts at the same time, I didn't use a bonus! I didn't do anything that wouldn't allow the two accounts to be merged. I wanted to get the very first account back, but I couldn't log in because my e-mail address has already expired and I didn't know the login details for the casino. and you don't answer the email and there is no live chat either.

In summary, the casino deliberately set the terms and conditions and deliberately does not respond to emails. and expects players to break the terms.

the casino engages in psychological warfare with the players

this leads to the conclusion. that the casino takes away the winnings paid by the game provider from the players.

I still believe I am eligible to claim my prize!

it happened before i left the account. and I opened a new account in another casino. but that casino was fair and took into account the things mentioned above.never had a problem paying out the winnings!i'm elderly and unfortunately sometimes i forget things. on the other hand, this casino does not show any understanding towards the player. everyone can see that the casino is doing this on purpose! because it is likely to benefit them. in the current situation any fair and normal casino would pay this fee.

I have been playing in casinos for a long time.and that was my greatest victory. and unfortunately this casino deprived me of the gaming experience because I won this prize and now it took it from me and does not want to pay it.this affected my mental state, I haven't slept for weeks and I'm waiting for my prize back.the worst feeling for the player is when she is deprived of the prize.I would like to add that I didn't do anything wrong with the casino to deserve this.

I hope we can stop such casinos. and I'm glad I found this site. it is respectable that they try to help the players.

Peter, thank you very much for your help so far

Hi all,

Thank you for your replies.

Dear Hot.Bet Casino Team,

Regarding your statement: "Peter, you on the other hand also agree that the player has two accounts (a kind reminder that this is a clear breached of our T&C, now acknowledged by everybody), but you are not commenting on the fact that besides the IP match, the personal details are same and the accounts were active during the same period "

noni0706 stated that she never took any bonuses and she never played on the two accounts at the same time. If this is correct, she never gained any unfair advantage. Secondly, if she really asked you to change her email address and never received a reply, she did absolutely nothing wrong. Moreover, if she used the same personal details, how is it even possible that she managed to register a second account since you have to fill out the form with this data right at the beginning? From my point of view, the casino failed on several levels unless you can prove otherwise.

Dear noni0706,

Could you please forward the original email from your screenshot with your email change request to my email address (peter.m@casino.guru)? Please send it as an attachment if possible.

Hi Peter!I sent you the email.

The casino failed me in several ways. in the course of his investigations, he discovered that this same company produces fake and copied casino games.please compare the name of the owner

I can honestly say that I am afraid that my personal data has fallen into the hands of such people.

I think that with your additional proof, I am even more entitled to get my prize back.

dear casino representative, could you give me the answers to these questions?

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.

Dear Peter and noni0706,

Taking into account all the evidence that were provided by us, we can only add that the simple truth which is that the player breached the Casino’s Terms and Conditions:

"3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer."

As shown above:

• Having more than one account (in this case two) is against the rules
• Breaching these rules means that the account will be closed and winnings forfeited
• In addition, the player received her deposit back

We did have all the good intentions and provided all necessary information to resolve the case, however this will remain our final position.

Kind Regards,

Hot.Bet Casino Team

Dear casino representative.

Thank you for answering.

-I sent an email to the casino before creating the second account. Please to change my email address. you say you can't find email. in the system.which I sent.I will tell you that I sent several emails, at least 20 emails.within the site and to the email account,which you didn't answer.

your casino intentionally does not support the player. and expects players to break the terms and only responds after the player has taken action against the casino.

in my present case. I lost my other email address and login name. unfortunately it didn't support the email I sent. and there is no live chat either.and your contract states that you can treat all accounts as one account.in this case you are in breach with the information in the contract.

-you did not take into account that I did not apply a bonus to any account. I only played for real money. and I didn't play on both accounts at the same time. I didn't gain an advantage over you. you could have merged the two accounts as i only played with real money. and I didn't abuse the bonuses,

this matter did not stop there. since I will go to another forum and ask the experts for their opinion there as well. and if justice is served, I have to get my prize back. yesterday I sent a letter to the Ministry of Justice of Curaçao

 the minister of justice, issued you the permit.

in summary.

the casino engages in psychological warfare with the players. and intentionally creates conditions that deprive him of the award

because the casino does not respond to email and there is no support

if, under such contractual hard conditions, the casino is required to implement software so that players cannot create another account with the same data

but as we can see, the casino is predatory in my case as well.When I left the login on the first account, I emailed the casino before creating the second account. to which I did not receive an answer. never used both accounts at the same time.only played with real money.never used bonus

but the casino still thinks that my winnings should be kept.this shows that the casino is predatory and dishonest. I think that the casino should get the worst rating here on this site.

I believe this case is not over yet.

Thank you very much to Casino Guru for your help so far.Peter! Thank you for the information and help so far.

Hi all,

Thank you for your replies.

Dear noni0706,

I'm afraid the casino won't be changing its position, so the complaint will become unresolved. I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter