Hot.Bet Casino - Оттеглянето на играча е задържано.

Casino refused withdrawal. Played without bonuses.

Casino hat Auszahlung verweigert. Ohne Boni gespielt.

Dear sergiomanca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Allow me a few additional questions so I can understand the issue better. 

Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hello Thomas, I opened the account on Friday and successfully verified it. I deposited a total of 296 euros with my Visa card. I played exclusively in the live casino with roulette. After a while I had made some winnings, so that I had 506 euros. I wanted to cash them out.

24 hours later I got a message in my inbox that my withdrawal was cancelled. I need to change my deposit amount 5 !! Implement it before I can cash something out. I played WITHOUT a bonus. I was referred to the general terms and conditions... I've never experienced anything like this, I'm surprised that something like this is allowed.

Sincerely

Sergio Manca

Guten Tag Thomas,das Konto wurde von mir am Freitag eröffnet und erfolgreich verifiziert.Eingezahlt hatte ich insgesamt 296 Euro mit meiner Visa Karte. Gespielt habe ich ausschliesslich im Live Casino mit Roulette.Nach einiger Zeit hatte ich einige Gewinne erziehlt,sodas ich 506 Euro hatte.Die habe ich mir auszahlen lassen wollen.

24 Stunden später bekam ich eine Nachricht in meinem Postfach das meine Auszahlung storniert wurde. Ich müsse meinen Einzahlungsbetrag 5 !! Mal umsetzen bevor ich mir etwas auszahlen lassen kann. Ich habe OHNE Bonus gespielt.Man hat mich auf die allgemeinen Geschäftsbedingen verwiesen...Soetwas habe ich noch nie erlebt,Mich wundert es das sowas zulässig ist.

Mit freundlichem Gruß

Sergio Manca

Thank you very much for your reply, sergiomanca.

Have you contacted casino support about the issue? What did they reply? Before we contact the casino, could you please forward all the relevant communication between you and the casino to tomas@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Thomas, of course I contacted customer service. Was also in live chat twice. I was told that I still have to wager 610 euros for the rollover...

Hallo Thomas, natürlich habe ich den Kundenservice kontaktiert. War auch 2 mal im Livechat. Es wurde mir gesagt das ich noch 610 Euro für den Rollover umsetzen muss...

Thanks for the reply, sergiomanca.

Please note the casino might require you to wager your deposits even when you didn't claim any bonuses.

According to the terms and conditions of the casino https://hot.bet/pages/terms-and-conditions

3.14. A customer can withdraw money from his account only after he has rolled each of his deposits at least 5 times.

Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend completing the wagering first. Alternatively, if you don’t wish to complete the wagering requirements, inquire about more information regarding the cost of transaction processing. 

Please let us know if this information was helpful. Looking forward to hearing from you.

Thank you for your reply. I've already accepted that my money is gone. It's IMPORTANT for me to warn about this casino!! There is NO way to win there! May those responsible for this casino KARMa go again. Such a rip-off should be punished immediately!!!!

Danke für Ihre Antwort.Ich habe mich bereits damit abgefunden das mein Geld weg ist.mir ist WICHTIG vor diesem Casino zu warnen!! Man hat KEINE Möglichkeit dort zu gewinnen !! Möge den Verantwortlichen dieses Casinos KARMa wiederfahren.Solch eine ABZOCKE sollte umgehend bestraft werden !!!!

WARNING ABOUT HOT.BET CASINO!!!! ATTENTION !!!!!

WARNUNG VOR HOT.BET CASINO !!!! VORSICHT !!!!!

Dear sergiomanca,

Do I understand correctly that you are no longer interested in our assistance?

I didn't say that and didn't mean that. But now I don't quite understand what the help should look like? Is it possible to still get the money or my commitment?

Das habe ich nicht gesagt und auch nicht gemeint. Nur verstehe ich jetzt nicht so ganz wie die Hilfe aussehen soll?Besteht die Möglichkeit das Geld doch noch zu bekommen bzw meinen Einsatz?

I am afraid you would need to complete the wagering requirement, to be able to request a withdrawal, just like the casino support suggested. Please, continue wagering until it is complete. Please let me know about the result.

I have already tried it as suggested by the casino. At roulette. And promptly without any chance the mission was gone. And I know one thing for sure, because seen with my own eyes and many years of experience...that didn't go right. It's ultimately my own fault for getting involved with such a rip-off company. There are just too many of these h...sons in this industry. Sorry!I can only warn you again about HOT.BET!!!!Best regards, Sergio

Ich habe es bereits versucht so wie es das Casino vorgeschlagen hat. Beim Roulette. Und promt ohne jede Chance war der Einsatz weg. Und eins weiß ich sicher, weil mit eigenen Augen gesehen und langjähriger Erfahrung...das ging nicht mit rechten Dingen zu.Das bin ich letztendlich selber Schuld mich auf so ein Abzockunternehmen eingelassen zu haben. Es gibt einfach zu viele von diesen H...söhnen in dieser Branche. Traurig!Ich kann nur noch nochmals ausdrücklich vor HOT.BET warnen!!!!Mit freundlichen Grüßen Sergio

Could you explain what is your current balance and how much you need to still wager?

My balance is still 0.26 euros. Unfortunately, I can't say how high the rollover is. But there again depositing something to play is out of the question after this experience! Implementing the bet 5 times to get a payout is simply the very last thing! If that’s the standard, the industry should be completely banned! And please do it worldwide! These terms and conditions don't go at all!!!!

Mein Guthaben beträgt noch 0,26 Euro. Wie hoch der Rollover ist kann ich leider nicht sagen. Aber dort auch noch mal etwas einzahlen um zu spielen kommt nach dieser Erfahrung überhaupt nicht in Frage!Den Einsatz 5Mal umzusetzen um eine Auszahlung zu bekommen ist schlichtweg das allerletzte!Wenn das Standard ist gehört die Branche komplett verboten!Und das bitte Weltweit!Diese Geschäftsbedingungen gehen gar nicht!!!!

Dear Sergio,

While 5x wagering is quite high, we generally accept it. This type of rule exists for the purpose of satisfying anti-money laundering laws and regulations. I am afraid that since you played down your balance, there is not much that can be done from our side. Please be aware these rules are common and are not exclusive to this casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.