Hot.Bet Casino - Рахунок гравця не закрито, а виграш зник.

I find this site to be very suspicious. I have lost large sums of money and have asked them many times to remove my account because I have a gambling problem, but they chose to entice me with bonuses so I would keep playing. When I have won and had large amounts in my account while playing, the game has lagged, and I have been logged out, and the money has disappeared.

Upplever att denna sida är väldigt skumt har förlorat stora summor med pengar har bett dem många gånger att ta bort mig att jag har problem med spel med de valde att mota mig med bunos så jag kan spela mera..när jag har vunnit och haft stor summor i konto o spelat så har spelat hakat sig och jag blivit utloggade och pengarna borta

Dear Pariia11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hot.Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you made these deposits after you informed the casino about your gambling addiction on April 28th?
• Have you received any response from the casino, or contacted the casino regarding your issues via other channels?
• Is your casino account currently closed?
• Do I understand correctly you already contacted the casino with a request for a refund? What was the casino's response?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No my account is still open and it hasn't paid anything but only seen me bonus to play with have told them I have a gambling addiction and wish they would shut down but no

Nej min konto är öppe fortfarande och det har inte betalat nåt utan bara sett mig bonus att spela med har sagt till dem att jag har spelberoende och önskar att de stänger av men nej

Thank you very much, Pariia11, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru)    who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Pariia11,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Hot.Bet Casino team,

Could you specify when the account was closed? Based on the provided evidence from the player, it seems they already informed you about their gambling problem on the 28th of April.

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.

Dear Hot.Bet Casino team,

Could you please confirm when the account was closed?

hi Josef, as I wrote in an email, Hotbet has withdrawn money from my cards, as the website says cancel, but the money has been withdrawn, it is a large sum, I have also filed a police report, but the website does not want to answer me or cooperate with me, I have sent them an email. And they are right they closed my account then I had money about 7500 Ero and they made it difficult for me to withdraw and did not learn to withdraw which I lost plus SEK 250000 on them I am sorry and cheated I have said I have gambling problems and pleaded for help.

hej Josef som jag skrev på mail Hotbet har tagit ut pengar från mina kort då på hemsidan står cancell men pengarna har dragits de handlar om stort summa jag har även gjort en polisanmälan men hemsidan vill verken svara mig eller sammanarbeta med mig har skickat dem mail. Och de stämmer de stängde min konto då hade jag pengar cirka 7500 Ero och dem försvårade min uttag och lärt mig inte ta ut vilket jag spelade bort plus 250000kr på de jag är ledsen och lurat jag har sagt jag spel problem och vädjade om hjälp.

Dear Hot.Bet Casino team,

Based on the evidence provided by the player, it is clear that she has informed you about her gambling problem. I believe her account should be closed permanently, with no option for reopening. Can you please explain why her account was only closed for 30 days and subsequently reopened? Players with gambling issues often cannot control their actions, so this process does not align with responsible gambling standards.

My account was not closed for 30 days just overnight. I had money and saved a few that were on my account instead of making a transfer they opened my account and also made it difficult to pay out and the account was open until I realized all the strange withdrawals from my cards and that overruns were interrupted on the website but the money was withdrawn from my card or the deposit never came to the game account.

Min konto stängdes inte 30 dagar bara bara över dagen. Jag hade pengar och bärgade få de som va på min konto stället för att göra en överföring så öppnade dem min konto och även försvårade utbetalningen och konto va öppen tills jag insåg alla konstiga uttag från mina kort samt att överkörningar va abrytet på hemsidan men pengarna dragna från min kort eller så kom aldrig insättningen på spelkontot.

Dear Hot.Bet Casino team,

thank you for your reactions. I am very sorry but I do believe the situation could have been handled better. When a player informs the casino team about a gambling problem, their account should be permanently closed as soon as possible without any chance of reopening. I see two issues here. First, the player informed you about their gambling problem on April 28th, but the account was only closed on May 15th, which is a too-long delay. Second, you allowed the problem gambler to play and reopen the account just with a confirmation of acknowledging the risks, which is irrelevant. in such a case. A player with a gambling problem might confirm anything. We believe the account should not be reopened at all; however, a reopening process with a cooling-off period might be acceptable, but that was not the case here. Given the above, I believe the player deserves a refund. Could you please reevaluate your decision, or is it final?

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.

Dear Hot.Bet Casino team,

I am extending the timer by 7 days. Please, let me know if you need more time.

Dear Pariia11,

I was informed by the casino team that the disputed amount you provided is not correct. Could you please respecify the disputed amount? Once you mentioned your gambling problem, any winnings or losses should no longer be considered. Therefore, the disputed amount should reflect the total deposits, minus any withdrawals made after the casino became aware of your situation.

I’ve updated the disputed amount, and it should now be more accurate. We'll wait for the casino to issue their final statement.

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.

Dear Hot.Bet Casino team,

I have updated the disputed amount based on the player's statement. Could you please specify what the correct amount should be? It would also be helpful if you could provide the player's full transaction history from their account.