Hotline Casino - discussione generale (pagina 3)

So, hopefully, you'll get it soon. We'll be waiting for your news.

Hi, yes , I received my winnings. 👌

I can see that it went pretty well in the casino and I would say according to the assumptions. You got the withdrawal and the tournament win which is great. What payment method did you use? 🙂

hi, im using skrill.

Great so that's a pretty common method for players. 

Do you also think you will stay here to play even if there were such small troubles? 🙂

of course. i will, ocasionally. 😉

I would like to share my experience with Hotline Casino.

I won approximately €3,300 and requested a withdrawal. My withdrawal was initially rejected on the grounds that I had violated rule 2.2 (multiple accounts).

This accusation is incorrect. I only created and used a single account and committed no violation.

After several emails and complaints, my balance was restored by the casino itself, which shows that the initial rejection was unfounded.

Since then, I have been repeatedly asked to submit various verification documents.

I have provided all requested documents in full, including:

- Passport and selfie

- Selfie with handwritten note ("Hotline Casino")

- Driver's license

- Bank statement (with proof of deposit)

- Proof of address

Nevertheless, I have not received a reply since April 11th.

My account still shows a balance, but the withdrawable amount is €0 and I cannot make a withdrawal.

Several inquiries from me went unanswered.

Currently, it appears that the payment is being deliberately delayed.

Ich möchte meine Erfahrung mit Hotline Casino teilen.

Ich habe etwa 3.300 € gewonnen und eine Auszahlung beantragt. Meine Auszahlung wurde zunächst mit der Begründung abgelehnt, ich hätte gegen Regel 2.2 verstoßen (mehrere Accounts).

Diese Anschuldigung ist jedoch nicht korrekt. Ich habe nur ein einziges Konto erstellt und genutzt und keinen Verstoß begangen.

Nach mehreren E-Mails und Beschwerden wurde mein Guthaben vom Casino selbst wiederhergestellt, was zeigt, dass die ursprüngliche Ablehnung unbegründet war.

Seitdem werde ich wiederholt aufgefordert, verschiedene Verifizierungsdokumente einzureichen.

Ich habe alle angeforderten Dokumente vollständig bereitgestellt, darunter:

- Reisepass und Selfie

- Selfie mit handschriftlichem Zettel („Hotline Casino")

- Führerschein

- Kontoauszug (mit Nachweis der Einzahlung)

- Nachweis der Adresse

Trotzdem habe ich seit dem 11. April keine Antwort mehr erhalten.

Mein Konto zeigt weiterhin ein Guthaben, aber der auszahlbare Betrag ist 0 € und ich kann keine Auszahlung vornehmen.

Mehrere Nachfragen meinerseits blieben unbeantwortet.

Derzeit entsteht der Eindruck, dass die Auszahlung absichtlich verzögert wird

That's definitely not pleasant. So, can you tell me if your verification has been approved, or is the casino still reviewing what you submitted? Maybe that's why you still haven't received your money.

Thanks for the reply.

Since then, I have received neither information nor a response. I submitted everything, and in my opinion, the verification process is not yet complete, but there has been no news for five days.

Danke fur die Antwort.

Seitdem habe ich weder Informationen noch eine Antwort erhalten. Ich habe alles eingereicht, und meiner Meinung nach ist der Verifizierungsprozess noch nicht abgeschlossen, aber seit fünf Tagen gibt es keine Neuigkeiten.

So, clearly, it’s possible that what we’re both saying—that it won’t be finished yet—is true. 

Let’s check in again next week, and if nothing changes, we’ll see what can be done. I’d like to mention that we’re giving the casinos 14 days to resolve everything necessary regarding KYC, and if they can’t manage it, you can ask our team for help.

Okay. Thank you very much!

Ok. Vielen Dank!

Update:

The casino has now confirmed that my account is fully verified.

Despite this, my balance (~€3,190) is still not available for withdrawal (0€ available).

This raises serious concerns, as there should be no remaining reason to block my withdrawal after successful verification.

Waiting for clarification from the casino.

It's great that you're waiting for clarification from the casino; I was just about to ask if they'd told you anything about it.

It's great that they've verified you, so let me know why you can't withdraw once they tell you the reason.

It has now been over 48 hours since the casino confirmed that my account is fully verified.

However, my balance (~€3,190) is still not available for withdrawal (0€ available), and I have received no response.

At this point, there is no clear reason for this continued restriction.

This situation is becoming very concerning.

I'd try messaging them on live chat again and asking.

Will you do that? 

Yes, I contacted the live chat.

There, I received confirmation that my documents had been accepted. My account was then updated, and I was finally able to request withdrawals.

I have now submitted two withdrawal requests (totaling approximately €3,190), both of which are currently in "pending" status.

I will provide another update here as soon as the status changes.

Ja, ich habe den Live-Chat kontaktiert.

Dort wurde mir bestätigt, dass meine Dokumente akzeptiert wurden. Danach wurde mein Konto aktualisiert und ich konnte schließlich Auszahlungen beantragen.

Ich habe nun zwei Auszahlungen (insgesamt ca. 3.190 €) eingereicht, beide befinden sich aktuell im Status „pending".

Ich werde hier ein weiteres Update geben, sobald sich der Status ändert.

Great, I'll look forward to this update. I'm sure you'll finally make some progress and everything will be fine.😉

Update:

I would like to provide a full update on the situation.

After my withdrawals were initially requested, both transactions briefly showed "success", but were then reverted back to pending.

Later, both of these withdrawal requests were declined, and instead a new €500 transaction appeared with the status "hold".

I also received an email from the casino stating that due to payment provider issues, my withdrawals would be processed in installments, and that the first €500 had already been sent. The remaining balance was returned to my account, and I was advised to submit new withdrawal requests.

Following this, I submitted a new withdrawal request of €2000, which is currently still pending.

At this moment:

- €500 remains on "hold" for several days

- €2000 remains pending with no progress

Despite multiple updates and communication, there has been no actual movement for days.

This situation is becoming increasingly concerning.

If this keeps up, you know you can contact us and submit a complaint. I’m curious to see if you’ll receive the first withdrawal that the casino said they’d already sent.

I’ll be here waiting for further updates. 🙂

Update:

I have now received the first €500 payment.

However, the remaining €2000 withdrawal has been pending since April 28 with no further progress.

At this point, I am still waiting for the remaining funds to be processed.