Complaint #2
HotLoot Casino
HotLoot Casino - Self exclusion and refund
8 months ago
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,
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,
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