Hotline Casino - Player’s account has been blocked.

Hello!

I hope I have found the right place to solve my problem, as I am a bit of a newcomer to challenging casino issues, but I still hope for your help.

In mid-September 2020, I registered at this casino, played their first welcome bonus, and then decided to play a second, if I'm not mistaken, I made a deposit of 300 euros and claimed 100% to 400 euros bonus on September 16. I have successfully fulfilled all the wagering requirements this bonus, of course within their bonus rules, using my favorite games, namely Mystery Joker 6000 and Plinko. I requested a withdrawal of my winnings and later I investigated that my account was blocked and the casino ignored all my messages to them. The did not respond to any of my messages. They returned only half of my deposit to me. Please, help me to return my winnings!

Thank you!

Dear HeiPionke,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you redeemed any other promotional offer in this casino in the past? To the best of your knowledge, was there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?  

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

If you meant whether I had previously registered at this casino and received bonuses with them and forgot about it, in this case - no. I registered at this casino for the first time and played two bonuses with them. I claimed also their first welcome bonus 2 days before that one confiscated.

I heard that IP addresses might be re-assigned somehow on Internet Service Provider's side and even might be repeated for other customers but in my case, nobody used my network to play in this casino.

Thank you very much, HeiPionke, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello HeiPionke,

I looked at your complaint and will do my best to help you. I would like to invite Hotline Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Dear Team,

this player has violated the points 2.2 / 2.9/ 6.17 / 6.20 / of the T&C.

The proofs were sended to the Casino Guru responsible manager.

Dear HeiPionke,

Casino provided relevant proof that you have violated their Terms and Conditions. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.