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

Good evening,

About one years ago i create an account on hot.bet.com. I bet for more than a month with them and reach out the 10k. I tried to withdrawal my money but they asked for me ID and proof of adress. I send them all the information that they asked for, but they said that they need one piece of ID with a stamp of the governement. I had to go to an notary and paid 50$ to have the stamp on my passport. I send them all they asked for and finally they told me that i use multiple account. This is totally false and they refuse to gave me proof of the multiple account they said i have. After all the problem with them they delete my account and every time i try to talk with them they told me that i never had any account with them. I have the email exchange with them if you need it.

Dear walidlbj,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication, please forward it to tomas@casino.guru.

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

Hi Thomas,

me and one of my friend opened an account in the same week and maybe it was on the same wifi or at his house but i don’t remember the exact moment or if it was on the same wifi because its long time ago. But, if because of that they said i am doing mutli accounting this is clearly not fair. I don’t think that i am the first person to open an account with one of his friend and also many books gave us reference gift if someone come to play on the same website. This is unfair pratice from them once they saw that i make money and they had to paye me. You can asked them the proof they are saying they have and you gonne see that they have nothing because its not true at all.

they also paid me like 1k before to lock my account. So i find that particularly strange.

also im going to foward you all the exchange email with them. Let me know if you need something more

Dear walidlbj,

Thanks for providing me with the required information.

Do I understand correctly you and your friend opened two accounts approximately at the same time? Did you use different devices to register your accounts?

Yes exactly and no we don’t use same device.

Thank you very much, walidlbj, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, walidlbj,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Hot.Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Hot.Bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello!

I just want to understand, are you saying that I am these 3 users and that I have been using the same IP adresses and mobile devices?

I’m just wondering what would be the point for me to use the website on 4 accounts at the same time.. Are you also referring that these users have used my ID’s to open accounts on my name? I would have to report this if so this means people have my ID’s?

Could you please help me understand because I’m not sure of why I cannot withdraw my winnings please?

Thank you, Hot.Bet Casino Team, for your email, data, and detailed explanation.

Dear walidlbj,

The casino's claims were also substantiated by data from its system.

Although you claimed it is possible that you and one of your friends used the same IP/Wi-Fi connection, above you denied using the same device. No one really mentioned your ID at all. From the information and data provided, and considering the fact that 3 of these accounts were registered on the same day, it is clear that the same device was used on the accounts in question at some moments. Additionally, your casino account details do not exactly match the details you filled in when submitting this complaint. Therefore, let me ask you a few questions for clarification.

Could you confirm that you mostly played sports betting in Hot.Bet Casino? Did you claim any bonuses on your account? If yes, what exact bonuses did you play with?

Can you please provide me with the email that was registered with your casino account? The email provided is incorrect and does not relate to the Player ID you provided here.

Dear walidlbj,

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

Dear walidlbj,

Thank you for the information and screenshot, but there is no recipient's email address visible at all.

Anyway, as you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino.

If it is convenient for you, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you too, Hot.Bet Casino Team, for your cooperation and help.

Best regards,

Branislav, Casino.Guru