Hotloot Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Hi there,

I do not know how to start but will try to give as much information I can to clarify the problem.

Some time ago I have received an invitation email from this casino.

I opened account with no problem, I was KYC verified. I have deposited around 1500 euros.

I asked to close/self exclude my account on permanent basis due to gambling problem with no option to reopen it. They have sent me a form where the longest time for suspending account is 1 month and afterwards it is automatically reopened. I asked again to close it permanently and did not get response. As per their terms and conditions player have a right to close an account whenever he wants.

On the top of that according to their terms and conditions UK is restricted country but I was able to open an account, place deposits and they even verified my account with no problem which for me they breached their own terms and conditions. I contacted them regarding this matter but with no luck, no explanation whatsoever.

I hope you will be able to help me out in this matter. Below I am enclosing screenshots of conversation and their terms and conditions. I would upload more screenshots but I am able to upload only 5 files.

Kind regards,

Izabela

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Hotloot Casino. I have checked the self-exclusion policy of the casino and have found the following information:

Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you explicitly mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me all self-exclusion requests that you sent to the casino and their replies? My email address is natalia.b@casino.guru.

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

Best regards,

Natalia

Good afternoon,

The first time I have contacted hotloot casino regarding account closure was on the 20/09/2025.

My account is suspended at the moment for the period of 1 month.

I have contacted them through email as live chat seems to be not available at all times. I have sent you 2 emails with all the conversations I had with the casino so far. Below I am enclosing my first email to them regarding account closure.

I also wanted to ask if you had a look on the screenshot I have provided in my previous message regarding restricted countries. I do not understand how they verified my account and I was able to place deposits so easily despite the fact their terms and conditions state something different. I asked them a question regarding this matter but did not get any reliable answer as you can see in the emails I have forwarded to you. Shouldn't they refund my deposits in that case?

Kind regards,

Izabela

Dear player, please allow me to clarify our approach in such cases. When a player from a restricted country is able to register, verify their account, and play, but their winnings are later confiscated solely due to the restricted-country rule, we normally consider this unfair and step in to help the player recover their winnings.

However, if the deposits were already played and lost in gameplay, we unfortunately cannot ask the casino to refund them. Refunds of deposits that have been used for gambling are not something we are able to mediate.

Regarding your self-exclusion request, I have checked the emails you forwarded and can see that you explicitly informed the casino about your gambling problems, and we expect that the casino should close your account permanently.

I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear mrowka87,

I am sorry to hear about your problem with Hotloot Casino.

I will now try to contact a Hotloot Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Hotloot Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 mrowka87,

I have repeatedly tried to contact the Hotloot Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Hotloot Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor