Hotloot Casino - Die Gewinne des Spielers wurden eingezogen.

I won over €1,000 on the site and have withdrawn €1,000.

The withdrawal period is 3 days, and after 5 days I was still being put off. Today I received an email stating that my withdrawals have been canceled and my balance deleted. I was accused of violating the terms and conditions. The following is what I am being accused of:

• IP masking (VPN)
• Forged documents for verification
• "Bonus abuse"
• Fraud/illegal software

It's all a lie. I don't have a VPN, my documents are legitimate, and the other points are also fabricated.

I have played at many online casinos before and have never had such a problem.

I have attached a screenshot of the email.

Ich habe auf der Seite über 1.000,- EUR gewonnen und habe 1.000,- EUR in Auszahlung gegeben.

Die Frist für Auszahlungen sind 3 Tage und ich wurde nach 5 Tagen weiterhin vertröstet. Heute habe ich eine Mail bekommen, dass meine Auszahlungen storniert wurden und die Balance gelöscht wurde. Ich hätte gegen die AGB´´s verstoßen. Mir wird folgendes vorgeworfen:

• IP verschleiert (VPN)
• Gefälschte Dokumente zur Verifizierung
• "Bonusmissbrauch"
• Betrug/unterlaubte Software

Es ist alles gelogen. Ich habe keinen VPN, meine Dokumente sind legitim und die anderen Punkte sind auch erfunden.

Ich habe bisher bei sehr vielen Online Casinos gespielt und noch nie so ein Problem gehabt.

Einen Screenshot der Mail habe ich beigefügt.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

• Have you submitted any identity documents to this casino for verification? If so, which documents did you provide?
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.

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

Hello,

I provided the casino with a bank statement to verify my address and my ID card to verify my identity. Later, the casino also requested a selfie with my ID card, which I provided as well.

I played various slots, mainly Starlight Princess 1000. With this slot, I went from €50 to €360, used it to buy free spins, and won approximately €1,300. I didn't use any deposit bonus. Just a €50 raw balance per deposit.

Hallo,

ich habe dem Casino einen Kontoauszug zur Verifizierung der Adresse und meinen Personalausweis zur Verifizierung meiner Identität bereitgestellt. Später wollte das Casino noch ein Selfie mit dem Personalausweis. Die habe ich ebenfalls bereitgestellt.

Ich habe verschiedene Slots gespielt, hauptsächlich Starlight Princess 1000. Mit diesem Slot kam ich von 50,- EUR auf 360,- EUR, habe damit Freispiele gekauft und hatte ca. 1.300,- EUR gewonnen. Ich hatte keinen Einzahlungsbonus benutzt. Nur 50,- EUR Raw Balance per Einzahlung.

Hello Gologarp98,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru. Has the casino reviewed these documents before your account was blocked, or was it blocked before the KYC process was completed?

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Hello, I sent the documents by email. The casino has already completed the KYC process and then cancelled the payout a few days later.

Just to clarify, my account was not blocked, only the payout was cancelled and the money removed from my balance.

No, that is absolutely not possible.

Hallo, ich habe die Dokumente per Mail geschickt. Das Casino hat den KYC Prozess bereits abgeschlossen und dann im Anschluss nach paar Tagen die Auszahlung storniert.

Nur zur Klarstellung, mein Account wurde nicht gesperrt, nur die Auszahlung storniert und das Geld von meiner Balance entfernt.

Nein die Möglichkeit besteht auf keinen Fall.

Dear Gologarp98

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, Michal (michal.k@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,

Veronika

Hello Gologarp98,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Hotloot Casino to join the conversation.

Dear Hotloot Casino,

Kindly provide me with any evidence, including the player's full game log, supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Thank you for your support.

I have already tried several times to request this evidence from the site via chat and email.

Each time, I was told that the decision was final and had been thoroughly reviewed. Apparently, no concrete evidence or reasons were provided. I'm certain that only the payment is being denied.

Danke für Ihre Unterstützung.

Ich habe diese Beweise auch schon mehrmals versucht über den Chat und per Mail bei der Seite anzufragen.

Dabei wurde ich jedes mal darauf verwiesen, dass die Entscheidung final sei und gründlich geprüft wurde. Genaue Beweise/Gründe liegen anscheinend nicht vor. Für mich ist es sicher, dass nur die Auszahlung verweigert wird.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Gologarp98,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Best regards,

Michal

Casino Guru