Hotline Casino - Se ha retrasado el pago de las ganancias del jugador.

I registered and was given an initial casino bonus with which I won 121 Euros, and this win remained as a bonus win which does not even permit me to play, nor to withdraw. Nothing at all. Why are people misled with these so-called bonuses which end up being like demo games? I want this issue to be resolved because if not, I will escalate to a higher authority.

Регистрирах се и ми даде начален казино бонус с който спечелих 121 евро и тази печалба си остана бонус печалба която дори не ми позволява да разиграя, нито да тегля. Нищо. За какво лъжат хората с тези т.нар. бонуси които в крайна сметка се оказват като демо игри. Искам този проблем да бъде разрешен защото ако ли не ще се обърна към по висша инстанция

Dear Pitbulla_83,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Pitbulla_83,

Have you received your withdrawal from the casino yet?

Dear Pitbulla_83,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.