HotSlots Casino - O pedido de saque do jogador está atrasado e não há comunicação com a conta.

I am submitting a formal complaint regarding an unresolved withdrawal request and a complete lack of communication from the casino's support team. On [2026.09.01], I submitted a withdrawal request in the amount of 180,000 HUF. According to the casino’s published terms and conditions, the maximum processing time for withdrawal requests is 72 hours. Additionally, I hold VIP status on the platform, which according to their official service standards should guarantee prioritized account management, dedicated support, and expedited payouts. Despite these explicit terms and conditions, 10 days (240 hours) have elapsed since my withdrawal request was submitted, and the funds have still not been processed, approved, or transferred to my payment account. This delay is more than triple the official maximum processing timeframe allowed by the casino's own operational rules. During the initial days of this delay, I proactively reached out to the customer support team on multiple occasions to inquire about the status of my transaction and to check if any action was required on my end. While the support representatives acknowledged the delay and apologized for the inconvenience, they failed to provide any concrete explanation regarding the root cause of the issue. Furthermore, they refused or were unable to provide a binding timeframe, estimated completion date, or clear resolution schedule for when the payout would be processed. In recent days, the communication from the casino has completely collapsed. The support team has stopped responding to my follow-up emails, tickets, and live chat inquiries altogether. My repeated requests for updates are now being entirely ignored, leaving me without any transparent communication or information regarding the status and safety of my money. Please note the following key factual details regarding my account and transaction history: 1. My account is fully verified (KYC completed). All required identity, address, and financial verification documents were submitted, reviewed, and officially approved prior to making this withdrawal request. There are no pending document verification requests on my profile. 2. No active bonuses, promotional offers, or unfinished wagering requirements are attached to these funds. The balance consists entirely of legitimate, withdrawable funds. 3. As a VIP tier member, I am contractually and procedurally entitled to transparent communication, dedicated support, and priority financial handling, none of which have been provided in this instance. Unilaterally withholding player funds for 10 days without providing a valid contractual reason, an ongoing security investigation notice, or even basic customer support responses constitutes a severe breach of fair gaming practices, regulatory guidelines, and standard terms of service. I kindly request Casino Guru’s active assistance in mediating this dispute, investigating the underlying cause of this unreasonable delay, contacting the casino management on my behalf, and ensuring the immediate authorization, release, and transfer of my 180,000 HUF payout.

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

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

Dear Fecoking,

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,

Veronika