Hotloot Casino - El retiro del jugador ha sido confiscado.

I played on the site and decided to withdraw €1950. The withdrawal limit was €1000/day. I received the first €1000 withdrawal approved after waiting for over a week, after which I immediately made a withdrawal of the remaining €950. A week after the second withdrawal, I was informed that I had broken the rules and the withdrawal had been canceled and removed from my balance. The email stated that I had broken one of the following: using a VPN, misusing bonuses, forged documents. I have watertight evidence that I have not broken any of these rules.

Pelasin sivulla ja päätin kotiuttaa 1950€. Kotiutusraja oli 1000€/päivä. Ensimmäisen 1000€ sain hyväksytysti kotiutettua yli viikon odottelun jälkeen, jonka jälkeen tein välittömästi kotiutuksen loppu saldosta 950€. Viikko toisen kotiutuksen jälkeen minulle ilmoitettiin että olen rikkonut sääntöjä ja kotiutus on peruttu ja poistettu saldostani. Sähköpostitse ilmoitettiin että olen rikkonut jotain seuraavista: vpn käyttäminen, bonuksien väärin käyttö, väärennetyt documentit. Minulla on vedenpitävät todisteet etten mitään näistä säännöistä ole rikkonut.

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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.

• Did you pass the full KYC verification at this casino, or at least submit any identity documents for verification before your winnings were confiscated?
• What types of games did you play to accumulate the winnings that the casino confiscated from your balance?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, please specify its name or send me a link to it.
• Are you still able to access your account, or has the casino blocked 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

I went through the full KYC process, apparently a bit longer as the processing took several days and additional confirmations were required for withdrawal.

The entire balance came from one slot called Moon Princess. After that win, I played the live casino and a few other slots.

I played with my own money, without a bonus.

I can still access my account.

Läpäisin täyden KYC prosessin, ilmeisesti vielä jonkin pitkän kun käsittelyssä kesti useampi päivä ja kotiutusta varten vaadittiin vielä lisää vahvistuksia.

Koko saldo tuli yhdestä slotista jonka nimi on Moon Princess. Kyseisen voiton jälkeen pelasin livecasinolla ja muutamaa muuta slottia.

Pelasin omalla rahalla, ilman bonusta.

Pääsen vieläkin tililleni.

Please forward me all the communication between you and the casino’s customer support regarding the confiscation of your winnings at veronika.f@casino.guru.

Additionally, please specify which documents you submitted to the casino for the verification of your account and whether all of these documents have been reviewed and approved by the relevant department.

Thank you for your cooperation.

Hi.

I sent all of this information for you via email.

Thank you for your email. Before we proceed with the investigation, please forward me the screenshot of your bank's app that was rejected during KYC.

Sent you the two screenshots that were rejected via email.

Dear JiiTee,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear JiiTee,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact Hotloot Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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.