Complaint #4 HotLoot Casino

For the second withdrawal, the casino refused the withdrawal

By Petu

3 months ago

I won at the casino and due to the 1000 euro withdrawal limit, the withdrawal had to be made in two parts. The first withdrawal was accepted without any problems. For the second withdrawal, the Casino refused the withdrawal, claiming that the rules had been broken and took the funds into the system.

I am aware of the terms and conditions, which is why I disputed the matter with the casino. I have also tried to get evidence from them to support their claim, as well as an explanation why the first withdrawal of funds won at the same time is fine and the second one would have violated the rules. There have been no gaming events between the withdrawals.

The casino took the winnings and does not provide the requested information or an explanation. I believe that the casino does not want to pay my winnings and the claim of violating the rules is unfounded.

Disputed Casino HotLoot Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

3 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that HotLoot Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

3 months ago

Dear HotLoot Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

HotLoot Casino

• Representative

3 months ago

Dear AskGamblers Team,

Thank you for promptly providing the required information.

We can confirm that we have proceeded to a deduction of €1,000.04 from the user's account, for consistent breaches of the website's term 12.10, which concerns - among other occurrences but in reference to this case - the interference with or disguise of IP addresses used to access our site.

We can provide detailed information and the corresponding evidence via email, if they are required.

We look forward to your reply.

Best regards,
The HotLoot Team

AskGamblers

• Support Team

3 months ago

Dear HotLoot Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

HotLoot Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $1,398

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

HotLoot Casino Complaints

See all complaints for this casino

HotLoot Casino - Self exclusion and refund

Dear AskGamblers Team,

I am submitting this formal complaint against Hotloot Casino for failing to comply with its obligations regarding responsible gambling and player protection.

On September 16, 2025, I explicitly requested that my gaming account be permanently closed due to a gambling addiction. Instead of honoring this request, Hotloot Casino offered me a bonus incentive to continue gambling. This action directly contradicts the principles of responsible gambling and player safeguarding.

Following that date, I made multiple subsequent requests for the permanent closure of my account, again emphasizing that I suffer from gambling addiction. In response, the casino repeatedly sent me a self-exclusion form which allowed exclusion for a maximum of one month only, thus disregarding my clear and documented request for a permanent closure.

As the operator continued to ignore my requests, I eventually asked for a monthly deposit limit of €10 to mitigate further harm. Despite this, the casino’s support staff increased my deposit limit twice within the same evening, immediately upon my request via chat, and without performing any responsible gambling or risk assessment checks.

Such conduct demonstrates a serious neglect of duty and a clear breach of responsible gambling regulations, as well as the operator’s own terms and conditions regarding player protection.

Accordingly, I formally request that:
1. Hotloot Casino permanently and irrevocably closes my account without any possibility of reopening, and
2. The casino refunds all deposits made after September 16, 2025, the date on which I first requested permanent account closure on the grounds of gambling addiction.

The total amount of these deposits is €2,406.52.

I respectfully ask that AskGamblers investigates this matter and takes appropriate action to ensure that Hotloot Casino is held accountable for its failure to uphold responsible gambling standards and regulatory obligations.

Thank you for your attention to this matter. I trust that you will handle this complaint with the seriousness it deserves.

Kind regards,

Unresolved

€2,406