Hot.Bet Casino - La richiesta di chiusura dell'account del giocatore viene ignorata.

The casino is not deleting or closing my account. Despite emailing the casino twice to inform them that I am addicted to gambling and request an immediate permanent closure.

Das Casino löscht bzw. schließt mein Konto nicht. Obwohl ich dem Casino via Mail zwei mal mitgeteilt habe das ich spielsüchtig bin und eine dauerhafte Schließung mit sofortiger Wirkung möchte

Dear Marti89,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the emails with the account closure request you sent to the casino? My email address is veronika.l@casino.guru.

Have you received any response from the casino regarding your account closure request?

When was the last time you communicated with the casino via email or chat?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The casino has now contacted me, but has only blocked my account for 30 days. But I made it clear that I wanted it closed permanently. Can you clarify this?

Das Casino hat sich mittlerweile gemeldet, aber mein Konto nur für 30 Tage gesperrt . Ich hatte aber klar gesagt das ich es dauerhaft geschlossen habe ich will. Können sie das klären ?

Could you please forward me the communication between you and the casino leading to the closure of your account for 30 days? My email address is veronika.l@casino.guru. Thank you for your cooperation.

Sent them the email

Haben ihnen die Mail gesendet

Thank you very much, Marti89, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marti89,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Hot.Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

To clarify the situation, the player submitted his request to the corresponding email - customercare@hot.bet- where, however, he did not explicitly state a given period following our policies. 

Even so, as we treat such cases with the utmost care, we would like to point out that the account status was adjusted accordingly as per the player's wishes.

Best regards,

Hot.Bet Casino team

Dear Marti89,

Did you make any deposits after your self-exclusion requests? If so, when?

If my account remains permanently blocked. That's enough for me

Wenn mein Account dauerhaft gesperrt bleibt . Erde mir das reichen

In total it was just under 150 euros. Will I get this back?

In Summer waren es knapp 150€ Euro . Bekomme ich diese zurück ?

Hello michal ,

I sent them an email with the information

Hallo michal ,

ich habe ihnen eine Mail mit den Infos geschickt

Dear Marti89,

I have asked you, when did you make the deposits. I need an exact date, so I can determine if you are eligible for the refund or not. So, I am asking again, when did you make the deposit after the self-exclusion request? Also, can you confirm that your account is closed?

Hello michal ,

I sent them an email 2 days ago with the exact times.

yes account is currently closed

Hallo michal ,

uch habe ihnen vor 2 Tagen eine Mail mit den genauen Zeiten geschickt .

ja konto ist aktuell geschlossen

Dear Marti89,

I apologize, I must have missed your email, I see it now. I have to inform you that the only refund that you are entitled to is the last deposit made on the 28th of October, as the earlier deposits were made on the day of the self-exclusion request, and the day after. This period is considered to be too soon to contest refunds, as the casino also needs a certain amount of time to go through the self-exclusion requests.

Dear Hot.Bet Casino,

Let me mention that the player mentioning gambling addiction should be taken as a request for permanent self-exclusion, even if the player did not explicitly state any time period. Can you refund the player's last deposit, as it happened 7 working days after the self-exclusion request?

Dear Michal,

Please note that in the period mentioned the player has made successful withdrawal requests in excess of his deposited amount.

Following the above, a refund is not applicable.

Best regards,

Hot.Bet Casino team

For me, permanently closing my account would be more important. Is that guaranteed?

Für mich wäre die dauerhafte Schließung meines Konto wichtiger . Ist das gewährleistet?

Dear Hot.Bet Casino,

Can you tell me what is the status of the player's account? Since he explicitly mentioned he wishes for permanent closure, is the account closed permanently, without the possibility of reopening?

Dear Michal,

We confirm the player's account has been deactivated and shall remain so.

Kind regards,

Hot.Bet Casino team 

Dear Marti89,

Can you confirm your account is closed so we can mark this complaint as resolved in our system?

Dear Marti89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Can be deleted

Kann gelöscht werden

Dear Marti89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru