Hotline Casino - Player has been accused of opening multiple accounts.

Hello, I played at the casino HotLine and I wanted to get verified. On October 7, I received a letter saying my account was blocked. My $422 money has also been blocked.

In the letter, the casino employee refers to the rule:

Paragraph 2.2 of the Terms and Conditions: 2.2 You may only have one Account. Only one Account is allowed at one address, IP, from one computer. If you try to create more than one Account, all accounts you open will be blocked or closed, and rates will be canceled.

I have carefully reviewed the terms and conditions of Hot Line Casino. I understand that they can block accounts for various violations. Hot Line Casino indicated that I violated clause 2.2. I didn't break that rule. I don't have a second account, no one used my IP. Also casino have to provide evidence of violation of the rules. Charges without grounds are illegal in any country. I do not want to create a big conflict, I ask the casino to return my $422 and leave my account close. I still don't want to play in this casino anymore, because I'm disappointed with their actions.

Dear SlavSplav,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Is there any chance, that someone from your household has created an account as well? Could you, please, clarify if you activated and played with any bonuses (for example Welcome or No Deposit bonus)?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Looking forward to hearing from you and thank you in advance for your reply.

Best regards,

Kristina

I live alone in my apartment. I'm the only one using my Wi-Fi. No person can use my network. My IP cannot be duplicated. This is excluded. I can prove it. I'm mailing to kristina.s@casino.guru screenshots from my ISP's personal office. My IP is static. I pay extra money to the ISP so no one can use my IP. So the casino charges are false. It is not true.

I used the bonus to play. Here's the link. https://hotlinecasino4.com/promotions/first-deposit-bonus

I made a deposit of $200 and got a bonus of $200.

I also attach screenshots of casino correspondence.

I ask the casino to return my $422 win as soon as possible.

Thank you very much SlavSplav for your reply and email. I will now transfer your complaint to my colleague Juli 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.

Dear SlavSplav,

I looked at your complaint and will do my best to help you. I would like to invite Hotline Casino into this conversation. Could you please forward any relevant evidence proving that the player has opened multiple accounts to my email: yuliia.k@guruadmins.com. Thank you in advance.

We would like to ask the Hotline 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 affect its rating.

We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.  I would like to invite Hotline Casino into this conversation. Could you please forward any relevant evidence proving that the player has opened multiple accounts to my email: yuliia.k@guruadmins.com. Thank you in advance.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli

Dear SlavPlav.

We have reopened this complaint as per the casino's request.

I can confirm that we have received relevant proofs from the casino proving the multiple accounts accusation. I am very sorry, but we believe that you are not entitled to receive your winnings. Unfortunately, we are forced to reject your case since you have clearly breached the casino T&Cs.

However, if you do not agree with our decision, you can always file an official complaint at ADR and/or licensing authority of the casino. Please, contact me if you require assistance with it.

We will now mark it as 'rejected.' in our system. 

Best regards, Jozef

jozef.k@casino.guru