HotSlots Casino - A desistência do jogador está atrasada.

I submitted a withdrawal request at HotSlots Casino on 6th August 2026. The transaction has been stuck in "In progress" status for 3 weeks now. I have repeatedly contacted customer support, but I only receive automated, template replies with no actual solution or timeframe for my payout. My account is fully verified, and all KYC checks are completed. The casino is withholding my winnings without any valid reason and refuses to give a concrete update. I need assistance in getting my funds released.

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Dear Gelencser,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that you used PaymentIQ for both deposits and withdrawals?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina

Yes, there were several payouts.

And never, I have no bonus.

Deposits are always made by card, withdrawals are always made via Payment IQ; it is the only withdrawal option.

Greetings Gelencser

Liebe Kristina

Ja, es gab mehrere auszahlungen.

Und nie, habe ich kéne bonus.

Einzahlung ist immer mit karte, auszahlung immer mit payment IQ, es ist die einzige auszahlung möglichkeit.

Grüsse Gelencser

And this is the last email from Hotslot. (August 29, 2026)

Dear László,

Thank you for contacting us.

Thank you for sharing your comments with us.

We fully understand your disappointment and sincerely apologize for the delay in processing your payment. We know that a longer wait is inconvenient, especially if you have been waiting for the funds for a long time.

We want to assure you that we operate as a licensed and regulated online casino and that every legitimate withdrawal will be processed. Just as your previous withdrawals have been successful, your current withdrawal will also be processed.

The current delay is due to a technical issue, which the responsible teams are working to resolve continuously. Unfortunately, we cannot currently provide an exact date for the processing to be completed, but you will receive an email notification as soon as the payment has been processed.

We sincerely apologize once again for the inconvenience and thank you for your patience and understanding.

If you have any questions or problems, please feel free to contact us!

Best regards:

We wish you all the best,

Lucas

Translated with DeepL.com (free version)

Und das ist die lezte Email von Hotslot. (29.08.2026)

Lieber László,

vielen Dank, dass Sie sich bei uns gemeldet haben.

Vielen Dank, dass Sie uns Ihre Anmerkungen mitgeteilt haben.

Wir haben volles Verständnis für Ihre Enttäuschung und entschuldigen uns aufrichtig für die Verzögerung bei der Auszahlung. Wir wissen, dass eine längere Wartezeit unangenehm ist, insbesondere wenn Sie schon lange auf den Eingang des Betrags gewartet haben.

Wir möchten Ihnen versichern, dass wir als lizenziertes und reguliertes Online-Casino agieren und jede berechtigte Auszahlung bearbeitet wird. So wie Sie Ihre bisherigen Auszahlungen erfolgreich erhalten haben, wird auch Ihre aktuelle Auszahlung ausgeführt werden.

Die derzeitige Verzögerung ist auf ein technisches Problem zurückzuführen, an dessen Behebung die zuständigen Teams kontinuierlich arbeiten. Leider können wir Ihnen derzeit keinen genauen Zeitpunkt für den Abschluss der Bearbeitung nennen, aber sobald die Auszahlung erfolgt ist, erhalten Sie eine Benachrichtigung per E-Mail.

Wir entschuldigen uns noch einmal aufrichtig für die Unannehmlichkeiten und bedanken uns herzlich für Ihre Geduld und Ihr Verständnis.

Bei Fragen und/oder Problemen wenden Sie sich bitte vertrauensvoll an uns!

Mit freundlichen Grüßen:

Wir wünschen Ihnen alles Gute,

Lucas

Übersetzt mit DeepL.com (kostenlose Version)

Thank you for your reply, Gelencser. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Kristina

The last payment was made a year ago and it took several days.

With greetings, Gelencser

Hallo Kristina

Die letzte auszahlung erfolgte vor einem Jahr und es dauerte einige Tage.

Mit Grüsse Gelencser

Dear Gelencser,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Gelencser,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite HotSlots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gelencser,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina