The player from Germany had his winnings cancelled due to a rule forbidding a redemption of multiple consecutive Deposit Bonuses. We ended up closing the complaint as "unresolved" because the casino stopped responding and we find its decision to be against fair gambling.
Hotline Casino - Player’s bonus winnings were voided.
Black points: 73
Amount: €280
Hotline Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
The casino is holding funds unjustly! Bonus wagered correctly. No bans Played games etc. There was an application for a payout of 300 euros via ezeewallet. It was canceled and 20 euros credited back!
Haven't experienced it in any casino yet, this shows that more than needs to be warned. No one is allowed to play here anymore, you have to be on the blacklist! I would like my money back, etc. All my entire deposits.
They offer a bonus!
Reason!
Hello,
Hotline Casino financial service rejected your request to withdraw
Reason: You abuse the Casino Bonus Policy and have violated rule 6.16.
6.16 If you are making deposits with bonuses 4 times in a row and more,
you are risking to lose your winnings and keep only the deposit sum, you
made to receive the bonus. To benefit from the bonuses and enjoy the
winnings, make a deposit (over the average sum of the previous deposits)
without bonuses at least once after using 3 bonuses in a row.
Your balance is equal to the last deposit sum plus the remaining sum
before your last deposit, in total 20.02 EUR
Terms and Conditions:
https://hotlinecasino.com/terms
Sincerely,
Casino Hotline
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1 year ago
Dear marciistamstart,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):
"6.16 If you are making deposits with bonuses 4 times in a row and more, you are risking to lose your winnings and keep only the deposit sum, you made to receive the bonus. To benefit from the bonuses and enjoy the winnings, make a deposit (over the average sum of the previous deposits) without bonuses at least once after using 3 bonuses in a row."
Could you please advise if all the redeemed bonuses were activated by a deposit or if you redeemed any free promotional offers as well? Ideally, forward your cashier and bonus histories 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
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Hi.
Forwarded it via email. The problem is actually with the bonuses you get overwhelmed with free spins be it through level up, tournament placement or just in between and as well as bonus offers. In my opinion, the fact that such regulations are included in the terms and conditions is customer-unfriendly and intends to cancel payments or to look for a reason. It is then obvious that customers will migrate to customer-friendly casinos.
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1 year ago
Thank you very much, marciistamstart, for the forwarded screenshots. Do I understand correctly that the status "forgiven" suggests that the bonus wagering has not been completed, hence no winnings were accumulated from it?
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1 year ago
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That's correct. There was only 1 withdrawal of 30 euros and the withdrawal of 300 euros which was cancelled. Where I got the 20 euros back. That's all
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1 year ago
Do I understand correctly that €20 has been refunded since that was your minimum deposit required to verify the payment method and to withdraw your Free Spins winnings?
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1 year ago
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Right. Deposited 20 euros + 50% ezeewallet special bonus. So 30 euros. Wager x35 = wager 1050 euros. The final score was over 700 euros. In the end I wanted to pay out 300 euros which was canceled as is known. I only got the 20 deposit back. Yes, as it looks, I claimed 4x bonus in a row, which probably violates the terms and conditions. Which is annoying because there was only 2 payouts that have now been cancelled. The 300 euros would have been great, I was happy. Got disappointed. You could have paid this out as some deposits had already been made in the casino. In addition, you also win free spins in the tournament, which is also considered a bonus, I find that unfair because that's how the 4x bonus came about, do you know what I mean?
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1 year ago
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Here the next.
If I had earned a cashback of 1.20 euros from it over 300 euros, I then wanted to pay out.
Was also canceled also cashback is bonus where x5 Max Withdraw is.
"Hello
According to the rules of "Cashback" promotion
Maximum withdrawal sum is x5 from the cashback sum.
The maximum amount of withdrawal from your application is €6, this
amount was withdrawn to your bank account."
So in my case instead of 300 payout exactly 6 euros 😅
A total of 580 euros canceled by the casino!
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1 year ago
Thank you, marciistamstart, for your reply. In regard to your cashback bonus, I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
However, your initial issue with cancelled winnings due to redemption of multiple consecutive Deposit bonuses doesn't seem to be fair at all.
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 marciistamstart,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Hotline Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
All of the player's deposits were made using promo codes.
According to paragraph 6.16 (If you are making deposits with bonuses 4 times in a row or more, you are risking to lose your winnings and keep only the deposit sum, you made to receive the bonus. To benefit from the bonuses and enjoy the winnings, make a deposit (over the average sum of the previous deposits) without bonuses at least once after using 3 bonuses in a row.
Also, if a player makes a deposit without a promotion code, according to paragraph 6.16, and can use the cashback, which does not fall under these rules!
Regarding the cashback, the maximum payout is set by the rules of the promotion, which can be found on the site https://hotlinecasino.com/promotions/cashback, where all the terms and conditions of this promotion are spelled out. Please note that the value of x5 applies to the withdrawal from this promo, and not at the time of wagering the wager.
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1 year ago
Dear Hotline Casino team,
Thank you for your reply. However, we find such rules to be unfair or even predatory. If you don't want players to take more than 4 bonuses, why do you let them? If you want to enforce this rule, it should be done on the software level. The problem with this rule is that casinos like to send emails with bonus offers to players even if the players aren't eligible for the bonuses. The players make deposits in good faith and want to play with bonuses, this is, of course, allowed, but as soon as they want to withdraw their winnings, the money gets confiscated. If they lose, nothing happens, the deposits won't be refunded. We are convinced that the player should get paid in full.
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1 year ago
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Dear Hotline Casino employees,
don't want to answer or can't answer? Your casino is negatively rated on every platform so you should take care of it. And again, I would like my money as Casino Guru has already written, I am entitled to it.
Again, please send me my money to the well-known e-wallet!
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1 year ago
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Since you don't react, I'll give you 72 hours to pay out the 280 euros to my well-known wallet. If this is not the case, my lawyer will take over the case. This has significant consequences for you and is also expensive!
In addition, you keep funds that do not belong to you from the provider that would be fraud!
Also, their general terms and conditions are invalid for countries like Germany, Austria, France! Or do you have a valid license there? The payment provider in the case Skrill and ezeewallet are complicit and will promptly refund all deposits I promise you. Payment providers have been obliged to refund all deposits in unlicensed casinos since 1.7 because they are threatened with criminal proceedings. So I'll give you some advice before the lawyer gets involved and the gambling authority pay the money I'm entitled to immediately!!
I didn't get the $40 from the lottery either.
Casinos like you are a disgrace to the whole industry and ruin any reputation.
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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’.
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1 year ago
Hi marciistamstart,
Unfortunately, it seems that the casino stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority and submit a complaint (https://verification.curacao-egaming.com/validateview.aspx?domain=hotlinecasino.com). I'm not sure if the Gaming Authority will be able to help you with this specific case but it's worth a try. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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