HotSlots Casino - Гравець скаржиться на незакреслений баланс.

Hi!

I reported 2 complaints to the casino that were not credited and my account was disabled. The 2 cases were as follows:

One of the following:

In the live broadcast of Lightning Roulette, on June 6, 2021, I signaled to the administrator that I had pressed the double button and the system bet on the number 1-18, so I lost the amount instead of winning.

At #18:59:56 (1.jpg), I placed my bet on the red bet, and then at 19:06:25 (2.jpg) I pressed the double bet button, which did not make the system red, but something else.a

After that, I put the red on the other 2 bets as well.

# 19:07:07 (3.jpg)

# 19:07:52 (4.jpg)

According to the administrator, bets will be credited to my account.

The casino does not want to credit the money to my account!

This is a total of HUF 6,000,000 together with the prize.

The other case:

I reported the error to the casino who rejected my application and sent proof of what happened.

The game took place four times in a row on June 1, 2021.

It is a total of HUF 2,512,500.

Table: Speed Roulette

Game number: #19:57:08

HUF 512500

(8.jpg)

Table: Speed Roulette

Game number: #19:56:39

HUF 500000

(7.jpg)

Table: Speed Roulette

Game number: #19:56:15

HUF 1000000

(6.jpg)

Table: Speed Roulette

Game number: #19:55:45

HUF 500000

(5.jpg)

I also attach the proof that I uploaded to the google driver about the case that actually happened at these bets.

https://drive.google.com/file/d/18o7SzqplHoBfqihTn4pp3icYksl18K9B/view?usp=sharing

At 27 seconds, I seem to be loading the bet. At 33 seconds it seems that the bets are closed, in the lower left corner it seems that the total bet is 250 HUF, at 37 seconds it seems that I have left the game at the accepted bet.

Then at 50 seconds I saw the next track arrived, then I stepped back at 52 seconds and the history shows that the bet is not there.

This also happened at the 4 bet stack because I wasn’t sure it would be good for that round and I would rather leave, but there he accepted the bet and also deducted it from my number.

So it is a serious mistake in the system to accept once, not once. 

The bets weren’t betting because I quit the bet so it should have been canceled!

All in all, it’s a lot of money, and I also made a lot of money, checking every bet and accepting the bets carefully. I immediately notified the case managers who claim there was no error.

I also contacted the operator who informed me that they would signal to the casino to credit the amount.

My account was disabled the next day and I don’t get an answer to my questions.

The casino owes a total of HUF 8,512,500.

Since then, I’ve been playing on another casino site where the operator fixed the bug I reported to them. They did not unfairly credit the errors, so they disabled my account.

Therefore, I ask the casino to transfer the money to my bank account. Also, I don’t think the casino is licensed.

I can email the attachments in the text

Thanks,

Norbert Gyene

Dear nrbrtgyn,

I would like to apologize for the later respond as we had some technical issues with our system and publishing complaints. Before we would try to contact the casino, let me ask a few more question about the issue. When was the last time the casino respond to you about the issue? Did you contact the game provider of the mentioned game? Did you try to contact the licencing authority of the casino? Looking forward to your answer.

Best regards,

Nick

Hello!

I was told to contact the Curacao government. No contact information was provided, nor i could any contact be found on the internet.

That's why I turned to you. The casino does not respond and its decision is final.

Thanks,

Norbert

Dear nrbrtgyn,

You also said in your first message that you contacted the operator and they will signal to the casino to pay you - who did you mean by operator? Curacao licence is harder to reach and in some cases you won't even receive any respond from them.

Dear Nikolas,

I wrote an email to the game provider(Evolution Gaming). I didn't get a response from them in an email, only the manager wrote in the chat. After I wrote the email, the casino blocked my profile the next day..

Hello Nikolas!

Yes, I sent them these bugs. I proved with the video that the system is not working well. This has since been fixed, it is not possible to do so. So the operator knew about the problem, I think it was also signaled to the casino. But the next day the casino blocked my account. The problem is that the amount was not credited, but my account was disabled.

So all the prizes were stolen.

Thank you for helping 🙂

Norbert

Dear Nikolas!

When will there be any development with the complaint?

Dear nrbrtgyn,

After further investigation of the case and the proof received from you we came to a conclusion that the casino's decision is relevant and there shouldn't be any refund processed. Is it also visible in the video which you sent that the bets you made were also losing bets not winning. Also regarding the non functional double bet and red-black betting - the games are provided by the relevant game providers and if there is any issue occuring it is up to them to fix it, the casino can't do anything with it. Also regarding your e-mail communication with the casino - once you register in an online casino you accept the casino terms (there isn't any written agreement needed as it's an online casino not a landbase one), therefore the casino closed your account regarding to their terms if there any available balance in your account.

Unfortunately there always was and always will be technical issues which may occur even in the best casinos and since it is not a speculation of the casino we are not able to help you out in this case. It would be a different case if they would have their own games or they would try to cheat you out of your money in some way but this was clearly a provider related problem and a problem created by irregular playstyle.

I'm really sorry that we could not do more in this case, is there anything else we can help you with?

Then there isn't. I initiated a callback at my bank after the amounts paid. The casino did not provide the service I paid for.

Thank you.

The complaint will be now closed based on the above mentioned reasons.