Hot.Bet Casino - VIPプレイヤーの撤退が遅れています。

Hello! I requested a withdrawal of 19,000 reais approximately 5 days ago. So far, I have not received any update on the status of my withdrawal. I've tried reaching out via chat, but I keep getting the same response - that they are working as fast as they can. I'm a VIP client, I place high-value bets and make significant deposits. In a conversation with David, the VIP area representative, he informed me that there's nothing he can do about the withdrawal, even though the stipulated processing time is 48 hours.

According to the casino, my documents have already been verified. I await some communication from the casino regarding this.

Ola! Eu solicitei uma retirada de 19.000 reais a aproximadamente 5 dias. Até agora não recebi nenhuma informação do andamento da retirada. Já solicitei contato pelo chat, e sempre dizem o mesmo, que estão trabalhando o mais rápido possível para isso. Sou cliente vip, faço apostas de alto valor e também depósitos de grandes quantidades. Em conversa com David o representante da área vip, ele me informa que não pode fazer nada a respeito sobre a retirada. Sendo que o prazo estipulado é de 48 horas.

e segundo o casino meus documentos já foram verificados. Aguardo algum posicionamento do casino

Dear tosodecio,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I have already confirmed with the casino that my details are verified. And I still don't get any concrete answers.

Eu já confirmei com o casino que meus dados estão verificados. E ainda assim não obtenho alguma resposta concreta

Hello, today I was informed that the problem is supposedly in the company that will make the payment. But so far no solution

Ola, hoje me informaram que o problema supostamente está na empresa que vai efetuar o pagamento. Mas até agora sem solução alguma

I fully understand your frustration, tosodecio. However, I will set the timer for an additional 7 days to allow the casino two full weeks to process the payment. If there’s no development by Monday next week, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

Hello, until today I didn't get any response from the casino and I didn't get the payment either.

Ola, até hoje não obtive nenhuma resposta do casino e também não obtive o pagamento.

Hi, it's been 2 full weeks and the casino still hasn't paid out

Ola, já se passaram 2 semanas completas e o casino ainda não pagou

Hi, I haven't received any news from your team yet. Could you tell me something?

Ola, não recebi nenhuma novidade da equipe de vocês ainda. Poderiam me informar algo ?

Thank you very much, tosodecio, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Ok, I'm waiting for news from Natália

Ok, aguardo novidades da Natália

Hi tosodecio,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Hot.Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player's withdrawal request was already processed from your side or if it's still pending? What are the reasons for such a delay?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello, hot bet canceled my withdrawal

Ola, a hot bet cancelou minha retirada

Dear tosodesio, can you please specify what payment method you used initially and if you can choose an alternative one to submit a new withdrawal request?

In the meantime, we are still waiting for a reply from the casino.

Dear Natalia and tosodecio,

Thank you for contacting us regarding this case!

We have investigated the situation with our relevant department, and would like to inform you that due to technical issues with the payment provider, the withdrawal could not be processed. The Player was accordingly informed of this.

We have asked the Player to submit a new withdrawal request, using an alternative payment channel, and they did so. However, in the period of processing the withdrawal, it got cancelled by the Player.

Best regards,

Hot.Bet Casino Team

Thank you for the response, Hot.Bet Casino.

Dear tosodesio, can you please confirms the statements of the casino representative and explain why you cancelled the withdrawal? Would you like to try to request a new withdrawal with a functioning payment method?

Dear tosodecio,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.