Hot.Bet Casino - Обліковий запис гравця не закрито.

On September 11, 2024, I requested that Hotbet close my account due to gambling problems. However, they did not close the account, even though I wrote to them multiple times and asked them to close it because of my gambling addiction. Instead, I was granted VIP status and received numerous bonuses, allowing me to continue making deposits. I now demand a refund of my deposits, as I have repeatedly pointed out that my account should be closed because I am a gambling addict.

2024 11 september begärde jag att hotbet skulle stänga mitt konto för spelproblem. Men det stängde inte kontot fast jag skrev till dom flera gånger och bedde dom att stänga kontot för jag har spelproblem. Men istället blev jag tilldelad VIP status och fick massa bonusar och kunde göra insättningar ändå. Nu kräver jag tillbaka mina insättningar då jag flera gånger påpekat att det ska stänga mitt konto för jag är spelberoende.

Dear Flugfiske28,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

When was the first time you explicitly informed the casino that you wished to close your account due to gambling problems or addiction? Please forward me the email with this specification at veronika.l@casino.guru, or alternatively, you may post screenshots here. Ensure that the screenshots clearly show the sender, recipient, date, and time, along with the casino’s response.

Could you also confirm whether you completed the full KYC (Know Your Customer) verification process?

How many deposits did you make after you first mentioned gambling addiction in your self-exclusion request?

I hope we can work together to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Emailed you info

Har mejlat dig info

Thank you very much, Flugfiske28, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much

Tack så mycket

Hello Flugfiske28,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Hot.Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

We would like to inform you that the player did not cooperate with the exclusion process, as he repeatedly refused to provide the required documentation, which resulted in delays in the handling.

However, the player’s current account status is closed.

Kind regards,

HotBet Casino

That is not true, I have stated on several occasions that I want to close my gaming account due to gambling addiction, but no. and now when I demanded a refund of my deposits then you directly blocked my account. without my asking for it but as soon as I pointed out your shortcoming and demanded a refund you locked my account IMMEDIATELY. so low and irresponsible of you.

I demand my deposits back as I repeatedly told you that I want to close my account due to gambling addiction and you say I delayed information, that's bullshit, why have you now locked my account? I have not provided any further information since then. so you locked my account because i want a refund. because you know you did wrong

Dear Hot.Bet Casino,

Let me point out that when a player requests self-exclusion due to a gambling problem, the casino should process this request within a reasonable timeframe.

Immediate suspension is not required, but action should be taken promptly to protect the player. If the player’s account is unverified or there is a pending withdrawal, this should not delay the self-exclusion process. KYC verification can be completed after suspension, but ensuring the player cannot lose their active balance, access pending withdrawals, or deposit additional funds is essential.

Dear Flugfiske28,

I also have to mention that If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future, and also speeds up the whole self-exclusion process. Can you tell me, when exactly did you make deposits after your self-exclusion request?

Hello, I wrote that I want to close my account for gambling problems immediately on 2024-09-03. and once more on 2024-09-20.

Most deposits are from 2024-10-18 and forward.

Dear Hot.Bet Casino,

As soon as you acknowledged the self-exclusion request from the player, there should have been protective measures in place, mainly account restrictions, so players can not deposit or wager anymore. This is true, even if the player does not provide documents for KYC. That is the reason why the player should be refunded his deposits in this case.