The player from Germany was accused of opening multiple accounts. We ended up closing the complaint as ‘unresolved’ because the casino failed to provide necessary evidence and stopped responding.
Hot.Bet Casino - Player was accused of opening multiple accounts.
Black points: 5332
Amount: €5,000
Hot.Bet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I deposited €20.00 at Hot.bet on December 14, 2022 and won over €11,000 without a bonus, of which I have €5,000 in the payout on December 14, 2022 with a bank transfer. I have provided all my KYC proof of identity and I have been confirmed in live chat that I have submitted all documents. Normally, the withdrawal should be processed within 48 hours. I waited 24 days and wrote to support every day, who put me off saying that it would be processed soon and that I should be patient. Then I canceled the payout and paid €2500 with Mifinity, that was yesterday on January 5th, 2023, to test whether it worked. Today, January 6th, 2023, I received an email from support that I had allegedly registered 2 accounts at this casino, which is absolutely not true. There was no reply to my email to support.
The email says that my account will be deleted, my 5000 euros will be deleted and my 20 euros deposit will be refunded to me. I also got the 20 euros on Mifinity.
That's absolutely laughable, isn't it? Can you help me here?
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1 year ago
Dear keschelbach,
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? Could you please advise if this was your very first attempt to withdraw any winnings from this casino?
If there's any relevant communication, please forward it to petronela.k@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,
Petronela
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1 year ago
Translation
Good evening,
none of my family or anyone in the house with the same IP address has played at Hot.bet. Furthermore, the payout of 5,000 euros was my very first payout at this casino. After 24 days I canceled the payout and paid €2,500 into the payout via Mifinity and the following day my account was simply blocked.
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1 year ago
Thank you very much, keschelbach, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi keschelbach,
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.
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1 year ago
Translation
Hi Peter,
I would also really like to know how Hot.bet creates a second account as I have never played there before.
I'm pretty sure they just don't want to cash out. It is an absolute disgrace that a public online casino takes the gall to close the account after you have deposited so as not to have to withdraw.
I have the right to my winnings of 5,000 euros that I earned without a bonus. Anything else is a scam in my opinion. A lot of people don't take action against something like that, but I don't put up with it.
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1 year ago
Dear Peter,
The player has been detected of having multiple accounts. The matches between the accounts are by IP and Cookie:
IP FM: 2.247.248.197
Cookie: FM: rk423b22ddf65ef2ba8c9832c8e58a168e7f97c92k2a803bf213f73C6a31al47
As per the Casino’s Terms and Conditions:
"3.5. A Customer may open one account only 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.
3.10. The customer’s account must be registered on his/her own, personal, and correct, name and personal details. The customer must ensure that all data given at the registration stage is true, complete, and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address, and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the customer has to register personally. Furthermore, a customer can only have one account. Any other accounts which a customer opens with the company, or which are beneficially owned by the customer shall be considered duplicate accounts. Hot.bet shall close any duplicate account/s consequent to the identification of the main account. If Hot.bet closes a duplicate account all bonuses, free bets, and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to Hot.bet, Hot.bet shall seek to recover the loss incurred directly from any other of your accounts."
The detected usage of multiple accounts is in direct breach of the T&C to which the player agreed on upon registration.
This is the reason why the winnings are voided and the account is closed.
We hope this will clarify the situation.
Kind Regards,
Hot.Bet Casino Team
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1 year ago
Translation
This is absolute nonsense! I have never played with you via my IP. These are all lies! I don't understand this...
If I supposedly played with you, which e-mail did I use to register with the first account and what personal data is stored in this account? There is no second account! That's cheating.
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1 year ago
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I would like to know what data the first account contains and what email it has.
If you can't prove that, it's clear you're kidding your players!
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1 year ago
Dear Hot.Bet Casino team,
We at Casino.guru always try to look at the overall fairness of the situation and that is why I would like to ask you for additional information. IP match can be a good indicator but it doesn't always mean that a player opened multiple accounts. Are there any other details matching? Like e.g. DOB, address, email address? Did the players take bonuses in all cases? What was their unfair advantage? You can send all relevant evidence to my email address (peter.m@casino.guru). Thank you.
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1 year ago
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Hello, I can understand that there will be no answer if you can no longer provide any evidence. A clear case of fraud. If Hot.bet really doesn't respond anymore, could you send me the data for the legal action?
I would like to involve my lawyer.
Either Hot.bet will pay my 5,000 euros or I will go to court.
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1 year ago
Dear Peter,
As explained in our previous answer as per our Terms and Conditions duplicated accounts are forbidden.
Duplicate account is considered every account who used the same IP/cookie/address. In this case we have presented evidence that there is an IP and Cookie match, there the T&C were breached.
This remains our final position.
Kind Regards,
Hot.Bet Casino
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1 year ago
Translation
Anyone can write any symbols and characters and claim my IP has been used before... that's total nonsense! I will take legal action!
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1 year ago
Dear Hot.Bet Casino team,
I'm afraid we will need more supporting evidence as stated above. If this is not provided, the complaint will become unresolved.
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1 year ago
Translation
What does that mean, "unresolved"?
That Hot.bet just got away with vague evidence? Does this mean that all other players who are also cheated continue to be exploited?
How can it be that an online casino just won't pay out money with the evidence of some weird hyroglyphs?
It's crazy what's going on these days.. this behavior is absolutely groundless!
I won't let this go. I expect at least a compensation of 3,000 euros from the casino.
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1 year ago
Hi keschelbach,
"Unresolved" means that the complaint wasn't successfully resolved and that the casino will receive black points which negatively affect the rating.
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1 year ago
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.
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1 year ago
Translation
I still haven't seen the second account details until now. Because they don't exist. Hot.bet is the biggest scam online!
I will find a solution to get my money!
I have read up on the subject of class action lawsuits against such casinos. Then it is done through the legal process. No problem!
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1 year ago
Dear keschelbach,
Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicenses.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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