Hot.Bet Casino - 플레이어의 계정이 폐쇄되지 않았습니다.

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.

Dear Michal,

We would like to clarify that the request for documentation from the player is not related to withdrawals. It is simply a precaution to ensure that the individual making the request is indeed the player and that their identity is properly verified.

Kind regards,

HotBet Casino

Hotbet , it has nothing to do with the matter. Read again what Michal wrote.

Hotbet , det har inget med saken att göra. Läs igen vad Michal skrev.

Dear Hot.Bet Casino Team,

I understand and appreciate where you’re coming from regarding the handling of the issue. However, I’d like to highlight an important point: if restrictions on the player’s account had been implemented immediately upon acknowledging the self-exclusion request, the player would not have been able to deposit or play further. This measure would have ensured their protection during the completion of the verification process.

Such timely actions are crucial in upholding responsible gaming practices and safeguarding players’ well-being. I kindly request you reconsider your stance on this and whether further adjustments can be made to enhance the process moving forward. Would you be willing to refund the player, so we can close this complaint as resolved?

Hot.Bet Casino Team?

Michal and me want a answer.

Thanks

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 Michal,

We have forwarded the relevant information to you.

Kind regards,

HotBet Casino

Dear Michal,

We would like to inform you that the player declined our document verification requests in less than an hour after they were made. As CasinoGuru emphasizes the importance of security in such matters, we trust you understand that requesting basic documentation is a necessary step to verify the identity of the individual submitting a request.

Furthermore, upon reviewing the player’s correspondence from the 3rd of September, we were unable to locate any email sent to our dedicated exclusion address (customercare@hot.bet).

To proceed, could Mr. Flugfiske28 provide the email he claims to have sent to our dedicated exclusion address on the 3rd of September? This will help us investigate further.

Kind regards

HotBet Casino

Hot.bet

I have emailed Michal my email conversations.

I have contacted you several times regarding my situation, and instead of putting a hold on my deposits while you waited for KYC, you gave me VIP status and several bonuses, even though you already had information that I was addicted to gambling.

It is unacceptable that you gave VIP status to a sick player who told you that he is addicted to gambling and has relapsed. I think you should be ashamed of this. I expect you to do the right thing now and refund the deposits from the first contact about gambling until my account was suspended. and ensure that this does not happen again in the future.

Because you didn't close my account even though I pointed out my gambling addiction several times. But as soon as I wrote that you would refund me, you immediately closed my account and did not respond. (why did you close the account just then when I wanted a refund, I hadn't completed the KYC that you are trying to mention?)

Please acknowledge receipt of this email and give me an update regarding my refund immediately.

Flugfiske28

Dear Flugfiske28,

Can you provide us here in the thread with the first email that

1.) was sent to the email address customercare@hot.bet

2.) had a mention of account closure due to gambling addiction?

Please, post it here so everyone involved has a clear picture of when the self-exclusion process has officially started. Also, can you tell us why you did not comply with the casino's request for completing the KYC procedure?

Of course!

1)

2) The reason I didn't complete KYC in the first place was because it took so long for a feedback. I just wanted the account to be closed immediately so I wouldn't be able to play for more money. And then do KYC in peace when the account was suspended or received a deposit restriction.

*Do not post the image publicly. Only for you and hot.bet.

Flugfiske28

Dear Flugfiske28,

Just to confirm, you did send this exact same email to any other email address associated with the casino?

Yes to support@hot.bet

Flugfiske28

Dear Hot.Bet Casino,

Did you have a chance to look at the email provided by the player on the 3rd of September?

Dear Michal,

We did not receive any request to our specialized email address on the 3rd of September. The screenshot uploaded by the player in the thread indicates that while he sent a request on that date, it was directed to an incorrect email address (customecare@hot.bet) rather than the correct one, customercare@hot.bet.

Kind regards

HotBet Casino

Hot.bet

now you can stop. I have been in contact with you several times and asked to close the account because I am addicted to gambling. But you did nothing about it, instead you gave me VIP. Can I get my deposits back so we can end the case as resolved and your grade won't go down.?

Flugfiske28

You see the pictures. I have emailed and emailed and you didn't even put a limit on deposit. Instead you gave me VIP and bonuses. I am so disappointed and sad. I want my deposit back, please hot.bet and learn from the misstake. Thanks

Flugfiske28

Dear Flugfiske28,

Since this case is dragging on more than it should have, I would like to tell you that I have to agree with the casino here, the email from the 3rd of September was indeed sent to the incorrect address. Therefore, we will be taking into consideration the email from the 20th of September as the first instance where the self-exclusion request was made correctly. Since your account is already closed, did you manage to complete the KYC, as you said you will after your account is closed?

Dear Hot.Bet Casino,

Can you tell me exactly when was the player's account closed?

Hi they close my account at 2024-11-04. When i ask for a refund, then they where fast!

No I have not done KYC, then it closed my account anyway without kyc on 2024 November 4. But if it is necessary to do a KYC anyway I can do it. No problem. All i want are my deposit back.

And, Yes, this really takes time. Hope it realizes its mistake and can refund me, and learn a good lesson. Merry Christmas everyone!

Flugfiske28

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 Michal,

The player's account has been closed on the 4th of November.

Kind regards,

HotBet Casino

Dear Everyone,

I want to address this matter by acknowledging that there is shared responsibility between both parties involved. On one hand, the player bears responsibility for not completing the KYC (Know Your Customer) procedure when it was requested. On the other hand, the casino did not take the necessary and immediate action to restrict (not close) the player’s account after the self-exclusion request was made.

It’s important to highlight that while the KYC procedure is a critical compliance step, it could and should have been addressed following the implementation of appropriate restrictions. This sequence would have allowed the casino to prioritize the player's protection, which is of paramount importance, and then handle matters related to refunds and other entitlements based on the outcome of the KYC verification process.

In this case, the more significant issue lies in the casino’s failure to act promptly by not imposing restrictions on the player’s account after the self-exclusion request. At Casino Guru, we strongly believe that players experiencing gambling-related harm must be protected as a matter of urgency once the casino becomes aware of their situation. This means that specific account functionalities should be restricted immediately, preventing further harm. Once these safeguards are in place, the player can then be required to complete the KYC process to access any eligible funds.

Given the failure to implement these restrictions, I believe the player should be eligible for a refund of deposits made from the 24th of October 2024. This would be a fair and appropriate resolution, considering the circumstances and the casino’s lack of preventive action.

Dear Hot.Bet Casino, I kindly request your feedback on how you wish to proceed with resolving this matter. Please let us know your stance so we can work together towards a solution that aligns with best practices and player protection principles.

Dear Michal, 

The case case has been resolved directly with the player, and this can also be confirmed by him.

Kind regards,

HotBet Casino

I confirm that the matter is resolved.

Flugfiske28

Dear Flugfiske28,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru