HotSlots Casino - La cuenta del jugador ha sido cerrada.

I played the Welcome Bonus at this Casino and won 3300 Euro. I did everything they asked and they were supposed to send me a payment of 2000 EURO. I waited 2 weeks and verified everything.

I kept following up as I wanted to get back and then they send me a long message saying my account was cancelled. I have attached this to the complaint.

I would like to get my money out as I didn't do anything wrong and the funds were won fair and square

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.

Could you please send me a link or a screenshot of the bonus you activated and played with?

What types of games did you play while the bonus was active?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

The Game I played was called "The Respinner" by Hacksaw which is included in the terms as being safe and didn't do anything wrong

Please see the "welcome offer' to the bonus that i choose

https://hotslots.io/en/promotions/

I completed all the KYC and did a selfie with note as they asked, all was verified and they still cancelled my account for no reason and didn't pay

Thank you very much, markaasa012, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

Ok. How can we resolve this? they didn't pay me?

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite HotSlots Casino representative to join this conversation.

Dear HotSlots Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 player,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

Dear player,

I was able to get in touch with the casino outside of this thread. I am waiting for them to review the case, and provide us with clarification.

Thank you for your patience.

Hello, Did we get any response here?

Dear player,

Could you please send me verification documents, you submitted to the casino to miroslava.d@casino.guru for review?

Thank you.

Dear markaasa012,

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.

Dear player,

I am waiting for casino's response outside of this thread.

Thank you for your patience.

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 player,

We have reasonable grounds to believe that you were engaging in manipulation of the documents, that is why we are unable to provide you support in this case. Please note, that without satisfying casino's verification requirements, it is not possible to successfully withdraw money from any online casino.

If you disagree with our decision, feel free to contact the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Mirka