Hot.Bet Casino - El jugador fue acusado de abrir varias cuentas.

Hello, I deposited €20.00 at Hot.bet on December 14, 2022 and won over €11,000 without a bonus, of which I have €5,000 in the payout on December 14, 2022 with a bank transfer. I have provided all my KYC proof of identity and I have been confirmed in live chat that I have submitted all documents. Normally, the withdrawal should be processed within 48 hours. I waited 24 days and wrote to support every day, who put me off saying that it would be processed soon and that I should be patient. Then I canceled the payout and paid €2500 with Mifinity, that was yesterday on January 5th, 2023, to test whether it worked. Today, January 6th, 2023, I received an email from support that I had allegedly registered 2 accounts at this casino, which is absolutely not true. There was no reply to my email to support.

The email says that my account will be deleted, my 5000 euros will be deleted and my 20 euros deposit will be refunded to me. I also got the 20 euros on Mifinity.

That's absolutely laughable, isn't it? Can you help me here?

Hallo, ich habe am 14.12.2022 bei Hot.bet 20,00 € eingezahlt und damit ohne Bonus über 11.000€ gewonnen, davon habe ich 5000€ in die Auszahlung am 14.12.2022 mit Banktranfer. Ich habe alle meine KYC-Identitätsnachweise erbracht und mir wurde im Livechat bestätigt das ich alle Dokumente eingereicht habe. Normalerweise sollte die Bearbeitung der Auszahlung innerhalb 48 Stunden bearbeitet werden. Ich habe 24 Tage gewartet und jeden Tag den Support angeschrieben der mich damit vertröstet hat das es bald bearbeitet wird und ich etwas Geduld haben soll. Danach habe ich die Auszahlung storniert und mit Mifinity 2500€ in die Auszahlung getan, das war gestern am 05.01.2023, um zu testen ob es damit funktioniert. Heute den 06.01.2023 habe ich eine Email vom Support bekommen, dass ich angeblich 2 Accounts bei diesem Casino registriert hätte, was absolut nicht der Wahrheit entspricht. Auf meine Antwort an den Support per Email kam keine Rückmeldung mehr.

In der Email steht das mein Account gelöscht wird, meine 5000 Euro gelöscht werden und mir meine 20 Euro Einzahlung wieder zurückerstattet wird. Die 20 Euro habe ich auch auf Mifinity bekommen.

Das ist doch absolut Lachhaft oder? Könnt Ihr mir hier helfen?

Dear keschelbach,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Could you please advise if this was your very first attempt to withdraw any winnings from this casino?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Good evening,

none of my family or anyone in the house with the same IP address has played at Hot.bet. Furthermore, the payout of 5,000 euros was my very first payout at this casino. After 24 days I canceled the payout and paid €2,500 into the payout via Mifinity and the following day my account was simply blocked.

Guten Abend,

keiner aus meiner Familie oder jemand im Haus mit der selben IP Adresse hat bei Hot.bet gespielt. Desweiteren war die Auszahlung von 5.000 Euro meine allererste Auszahlung in diesem Casino. Nach 24 Tagen habe ich die Auszahlung storniert und 2.500€ in die Auszahlung über Mifinity und am folge Tag wurde mein Account einfach gesperrt.

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

Hi keschelbach,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Hot.Bet Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

I would also really like to know how Hot.bet creates a second account as I have never played there before.

I'm pretty sure they just don't want to cash out. It is an absolute disgrace that a public online casino takes the gall to close the account after you have deposited so as not to have to withdraw.

I have the right to my winnings of 5,000 euros that I earned without a bonus. Anything else is a scam in my opinion. A lot of people don't take action against something like that, but I don't put up with it.

Hallo Peter,

ich würde auch sehr gerne wissen, wie Hot.bet ein zweites Konto begründet, da ich zuvor nie dort gespielt habe.

Ich bin mir ziemlich sicher, dass sie einfach nur nicht auszahlen wollen. Es ist eine absolute Unverschämtheit, dass ein öffentliches Online Casino sich die Frechheit rausnimmt, nachdem man eingezahlt hat einfach das Konto zu schließen um nicht auszahlen zu müssen.

Ich habe das recht auf meinen Gewinn von 5.000 Euro die ich mir ohne Bonus erspielt habe. Alles andere ist meiner Meinung nach Betrug. Viele Menschen gehen nicht gegen so etwas vor, aber ich lasse mir das nicht gefallen.

Dear Peter,

The player has been detected of having multiple accounts. The matches between the accounts are by IP and Cookie:

IP FM: 2.247.248.197

Cookie: FM: rk423b22ddf65ef2ba8c9832c8e58a168e7f97c92k2a803bf213f73C6a31al47

As per the Casino’s Terms and Conditions:

"3.5. A Customer may open one account only on the Website and with the company. Any additional accounts that are opened may be closed by the company, withholding, or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the company, in either case at the company's sole and absolute discretion. The Customer agrees that the company shall use any method it deems reasonable to determine if two or more accounts belong to the same customer.

3.10. The customer’s account must be registered on his/her own, personal, and correct, name and personal details. The customer must ensure that all data given at the registration stage is true, complete, and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address, and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the customer has to register personally. Furthermore, a customer can only have one account. Any other accounts which a customer opens with the company, or which are beneficially owned by the customer shall be considered duplicate accounts. Hot.bet shall close any duplicate account/s consequent to the identification of the main account. If Hot.bet closes a duplicate account all bonuses, free bets, and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to Hot.bet, Hot.bet shall seek to recover the loss incurred directly from any other of your accounts."

The detected usage of multiple accounts is in direct breach of the T&C to which the player agreed on upon registration.

This is the reason why the winnings are voided and the account is closed.

We hope this will clarify the situation.

Kind Regards,

Hot.Bet Casino Team

This is absolute nonsense! I have never played with you via my IP. These are all lies! I don't understand this...

If I supposedly played with you, which e-mail did I use to register with the first account and what personal data is stored in this account? There is no second account! That's cheating.

Das ist absoluter Quatsch! Ich habe über meine IP noch nie bei euch gespielt. Das sind alles Lügen! Ich verstehe sowas nicht...

Wenn ich angeblich bei euch gespielt habe, mit welcher E-Mail habe ich mich dann mit dem ersten Account registriert und welche Persönlichen Daten sind in diesem Konto hinterlegt? Es gibt kein zweites Konto! Das ist Betrug.

I would like to know what data the first account contains and what email it has.

If you can't prove that, it's clear you're kidding your players!

Ich möchte wissen welche Daten das erste Konto beinhalten und welche Email das hat.

Wenn Sie das nicht nachweißen können, ist es klar das ihr eure Spieler verarschen wollt!

Dear Hot.Bet Casino team,

We at Casino.guru always try to look at the overall fairness of the situation and that is why I would like to ask you for additional information. IP match can be a good indicator but it doesn't always mean that a player opened multiple accounts. Are there any other details matching? Like e.g. DOB, address, email address? Did the players take bonuses in all cases? What was their unfair advantage? You can send all relevant evidence to my email address (peter.m@casino.guru). Thank you.

Hello, I can understand that there will be no answer if you can no longer provide any evidence. A clear case of fraud. If Hot.bet really doesn't respond anymore, could you send me the data for the legal action?

I would like to involve my lawyer.

Either Hot.bet will pay my 5,000 euros or I will go to court.

Hallo, ich kann verstehen das keine Antwort mehr kommt, wenn man keine Nachweise mehr erbringen kann. Ein klarer Fall von Betrug. Falls Hot.bet wirklich nicht mehr antworten sollte, könnten Sie mir dann die Daten für die rechtlichen Schritte zuschicken?

Ich würde gerne meinen Anwalt einschalten.

Entweder Hot.bet bezahlt meine 5.000 Euro oder ich werde vor Gericht gehen.

Dear Peter, 

As explained in our previous answer as per our Terms and Conditions duplicated accounts are forbidden.  

Duplicate account is considered every account who used the same IP/cookie/address. In this case we have presented evidence that there is an IP and Cookie match, there the T&C were breached. 

This remains our final position. 

Kind Regards, 

Hot.Bet Casino

Anyone can write any symbols and characters and claim my IP has been used before... that's total nonsense! I will take legal action!

Jeder kann irgendwelche Symbole und Zeichen schreiben und behaupten meine IP wäre schonmal verwendet worden... das ist totaler Quatsch! Ich werde rechtliche Schritte einleiten!

Dear Hot.Bet Casino team,

I'm afraid we will need more supporting evidence as stated above. If this is not provided, the complaint will become unresolved.

What does that mean, "unresolved"?

That Hot.bet just got away with vague evidence? Does this mean that all other players who are also cheated continue to be exploited?

How can it be that an online casino just won't pay out money with the evidence of some weird hyroglyphs?

It's crazy what's going on these days.. this behavior is absolutely groundless!

I won't let this go. I expect at least a compensation of 3,000 euros from the casino.

Was soll das bedeuten, "ungelöst"?

Das Hot.bet mit einer schwammigen Beweislage einfach so davon kommt? Das bedeutet im Endeffekt das alle weiteren Spieler die auch betrogen werden weiterhin ausgebeutet werden?

Wie kann es sein das ein Online-Casino einfach kein Geld auszahlt mit der Beweislage von irgendwelchen komischen Hyroglyphen?

Wahnsinn was heutzutage los ist.. absolut bodenlos dieses Verhalten!

Ich werde das nicht auf sich beruhen lassen. Ich erwarte vom Casino mindestens eine Entschädigung von 3.000 Euro.

Hi keschelbach,

"Unresolved" means that the complaint wasn't successfully resolved and that the casino will receive black points which negatively affect the rating.

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.

I still haven't seen the second account details until now. Because they don't exist. Hot.bet is the biggest scam online!

I will find a solution to get my money!

I have read up on the subject of class action lawsuits against such casinos. Then it is done through the legal process. No problem!

Ich habe immer noch keine zweiten Account Daten gesehen, bis jetzt. Da sie nicht existieren. Hot.bet ist der größte Betrug online!

Ich werde eine Lösung finden an mein Geld zu kommen!

Ich habe mich über das Thema Sammelklagen gegen solche Casinos informiert. Dann wird es eben über den rechtlichen Weg gemacht. Kein Problem!

Dear keschelbach,

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its 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, I recommend you contact the Curacao Gaming Authority (certria@gaminglicenses.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter