Hot.Bet Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello,

First of all, three deposits of €100, €100 and €200 were not paid out to me because I didn't meet the service requirements for the 1st deposit.

After that I deleted the bonus and my entire balance was gone.

Deposited again but without bonus.

After that, I wanted to withdraw €3,500 on December 30, 2022. This payout was rejected on 01/01 due to an incorrect bank name.

On January 1st, 2023 I wanted to have € 4,200.02 paid out, the terms and conditions state a maximum waiting time of 48 hours.

I have already written 3 e-mails, I am verified and am trying to find out the reason for the delay in the chat.

I'm either turned off and told to wait longer or I get the following response and the chat is closed:

I see the conversation going in circles. For quality reasons we have to disconnect the chat. Thank you for reaching out to us.

In addition, I was promised via chat on January 1st that my case would be dealt with on January 2nd.

Thank you very much.

Hallo,

zuerst wurden mir drei Einzahlungen in Höhe von € 100, € 100 und € 200,- nicht ausbezahlt, da ich die Bedienungsbedingungen nicht erfüllt habe, für die 1. Einzahlung.

Danach habe ich den Bonus gelöscht und mein gesamtes Guthaben war weg.

Nochmals eingezahlt allerdings ohne Bonus.

Danach wollte ich mir am 30.12.2022 € 3.500,- auszahlen lassen. Diese Auszahlung wurde Aufgrund eines falschen Banknamens am 01.01 abgelehnt.

Am 01.01.2023 wollte ich mir € 4.200,02 auszahlen lassen, in den AGB´´´s steht eine maximale Wartezeit von 48h.

Ich habe bereits 3 e-mails geschrieben, bin verifiziert und versuche den Grund der Verzögerung im Chat zu erfahren.

Entweder ich werde Abgewimmelt und mir wird gesagt ich solle länger warten oder ich bekomme folgende Antwort un der Chat wird geschlossen:

Ich sehe, dass sich die Unterhaltung im Kreis dreht. Aus Qualitätsgründen müssen wir die Verbindung zum Chat unterbrechen. Danke, dass Sie uns erreicht haben.

Außerdem wurde mir via Chat am 01.01 versprochen, dass mein Fall am 02.01 erledigt wird.

Dankeschön.

Dear Emanolo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Kristina,

thanks for your quick answer.

Unfortunately I get no more information at all.

KYC and support@hot.bet don't answer via e-mail and I'm always put off in the chat.

If a player breaks the T&Cs there is a problem but if the casino does it it doesn't seem to matter.

I asked the chat support several times for the exact date of my payout including the time, I was not told, then I asked how long it would take and the only answer I got was please be patient.

In the terms and conditions I find the following:

3.19. The withdrawal handling time is 48 hours, starting from the moment the withdrawal is initiated or from the last direct contact with the customer in terms of its processing (KYC request, questions concerning administrative fees for the aforementioned withdrawal, etc.).

as well as for 7.2.1 withdrawals:

The time for the withdrawal to be finalized may vary due to circumstances but a withdrawal attempt should be approved or denied within two (2) days. A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds ten (10) days.

Hallo Kristina,

danke für deine rasche Antwort.

Ich bekomme leider überhaupt keine Information mehr.

KYC und support@hot.bet antworten nicht via E-mail und auch im Chat werde ich immer vertröstet.

Wenn ein Spieler gegen die AGB´´´´ s verstoßt gibt es Probleme aber wenn das Casino das macht scheint es egal zu sein.

Ich fragte den Chat-Support nun mehrmals genau nach dem Datum meiner Auszahlung inkl. Uhrzeit, wurde mir nicht genannt, dann fragte ich wie lang es noch dauert und ich bekomme nur als Antwort bitte haben Sie Geduld.

In den AGB`´ s finde ich folgendes:

3.19. The withdrawal handling time is 48 hours, starting from the moment the withdrawal is initiated or from the last direct contact with the customer in terms of its processing (KYC request, questions concerning administrative fees for the aforementioned withdrawal, etc.).

sowie bei 7.2.1 withdrawals:

The time for the withdrawal to be finalized may vary due to circumstances but a withdrawal attempt should be approved or denied within two (2) days. A player shall be informed about reasons for any delay if the time for the money to arrive at the players account exceeds ten (10) days.

Thank you got my money, can be closed and deleted.

Danke habe mein Geld bekommen, kann geschlosssen und gelöscht werden.

Dear Emanolo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru