Hotloot Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

I have repeatedly requested the permanent closure of my account due to gambling addiction, but my requests have been ignored. I keep receiving the same standardized messages asking me to fill out and return a form (the maximum duration for the offered exclusion is 3 months).

Even the live chat is no help. I just want to block my account, what's so difficult about that? It's the same with the other sister casinos. They refuse to comply with my request.

Ich habe mehrmals um dauerhafte Schließung meines Accounts aufgrund von Spielsucht gebeten, dem wird aber nicht nachgekommen. Es kommen immer wieder die gleichen standardisierten Nachrichten, man soll ein Forumal ausfüllen und zurückschicken (max. Dauer für den angebotenen Ausschluss sind 3 Monate).

auch der LiveChat ist keine Hilfe. Ich möchte doch einfach nur meinen Account sperren, was ist so schwer daran? Das gleiche ist mit den anderen SchwesternCasinos. Sie weigern sich dem Wunsch nachzukommen.

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Dear Hereforyou,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hotloot Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Dear Hereforyou,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru