Hotline Casino - プレイヤーのボーナス賞金は無効になりました。

The casino is holding funds unjustly! Bonus wagered correctly. No bans Played games etc. There was an application for a payout of 300 euros via ezeewallet. It was canceled and 20 euros credited back!

Haven't experienced it in any casino yet, this shows that more than needs to be warned. No one is allowed to play here anymore, you have to be on the blacklist! I would like my money back, etc. All my entire deposits.

They offer a bonus!

Reason!

Hello,

Hotline Casino financial service rejected your request to withdraw

Reason: You abuse the Casino Bonus Policy and have violated rule 6.16.

6.16 If you are making deposits with bonuses 4 times in a row and more,

you are risking to lose your winnings and keep only the deposit sum, you

made to receive the bonus. To benefit from the bonuses and enjoy the

winnings, make a deposit (over the average sum of the previous deposits)

without bonuses at least once after using 3 bonuses in a row.

Your balance is equal to the last deposit sum plus the remaining sum

before your last deposit, in total 20.02 EUR

Terms and Conditions:

https://hotlinecasino.com/terms

Sincerely,

Casino Hotline

Das Casino behält Gelder ein ungerechtfertigt! Bonus wurde ordnungsgemäß gewagert. Keine Verbote Spiele gespielt etc. Es kam Beantragung zur Auszahlung in Höhe von 300 Euro über ezeewallet. Die wurde storniert und 20 Euro wieder gutgeschrieben!

Habe ich noch in keinem Casino erlebt zeigt das hier mehr als gewarnt werden muss. Hier darf niemand mehr spielen musst auf Blacklist! Mein Geld hätte ich gerne wieder usw. Alles meine ganzen Einzahlungen.

Man bietet ja Bonus an!

Begründung!

Hello,

Hotline Casino financial service rejected your request to withdraw

Reason: You abuse the Casino Bonus Policy and have violated rule 6.16.

6.16 If you are making deposits with bonuses 4 times in a row and more,

you are risking to lose your winnings and keep only the deposit sum, you

made to receive the bonus. To benefit from the bonuses and enjoy the

winnings, make a deposit (over the average sum of the previous deposits)

without bonuses at least once after using 3 bonuses in a row.

Your balance is equal to the last deposit sum plus the remaining sum

before your last deposit, in total 20.02 EUR

Terms and Conditions:

https://hotlinecasino.com/terms

Sincerely,

Hotline Casino

Dear marciistamstart,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):

"6.16 If you are making deposits with bonuses 4 times in a row and more, you are risking to lose your winnings and keep only the deposit sum, you made to receive the bonus. To benefit from the bonuses and enjoy the winnings, make a deposit (over the average sum of the previous deposits) without bonuses at least once after using 3 bonuses in a row."

Could you please advise if all the redeemed bonuses were activated by a deposit or if you redeemed any free promotional offers as well? Ideally,  forward your cashier and bonus histories to petronela.k@casino.guru?

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

Best regards,

Petronela

Hi.

Forwarded it via email. The problem is actually with the bonuses you get overwhelmed with free spins be it through level up, tournament placement or just in between and as well as bonus offers. In my opinion, the fact that such regulations are included in the terms and conditions is customer-unfriendly and intends to cancel payments or to look for a reason. It is then obvious that customers will migrate to customer-friendly casinos.

Hallo.

Habe es per E-Mail weitergeleitet. Das Problem ist tatsächlich mit den Bonis man wird zugeschüttet mit Freespins sei es durch Level Aufstieg,Tournament Platzierung oder einfach so zwischendurch und sowie Bonus Angebote. Das man solche Regelungen rein setzt in die AGBs ist in meinen Augen Kundenunfreundlich und beabsichtigt Auszahlungen zu stornieren bzw. ein Grund zu suchen. Das dadurch Kunden abwandern zu Kundenfreundlichen Casinos liegt dann auf der Hand.

Thank you very much, marciistamstart, for the forwarded screenshots. Do I understand correctly that the status "forgiven" suggests that the bonus wagering has not been completed, hence no winnings were accumulated from it?

That's correct. There was only 1 withdrawal of 30 euros and the withdrawal of 300 euros which was cancelled. Where I got the 20 euros back. That's all

Das ist so korrekt. Es gab nur 1 Auszahlung in Höhe von 30 Euro sowie die Auszahlung in Höhe von 300 Euro die storniert wurde. Wo ich die 20 Euro zurück bekam. Das war alles

Do I understand correctly that €20 has been refunded since that was your minimum deposit required to verify the payment method and to withdraw your Free Spins winnings?

Right. Deposited 20 euros + 50% ezeewallet special bonus. So 30 euros. Wager x35 = wager 1050 euros. The final score was over 700 euros. In the end I wanted to pay out 300 euros which was canceled as is known. I only got the 20 deposit back. Yes, as it looks, I claimed 4x bonus in a row, which probably violates the terms and conditions. Which is annoying because there was only 2 payouts that have now been cancelled. The 300 euros would have been great, I was happy. Got disappointed. You could have paid this out as some deposits had already been made in the casino. In addition, you also win free spins in the tournament, which is also considered a bonus, I find that unfair because that's how the 4x bonus came about, do you know what I mean?

Richtig. Habe 20 Euro eingezahlt + 50 % ezeewallet Sonder Bonus. Somit 30 Euro. Wager x35 = 1050 Euro umsetzen. Endstand war über 700 Euro Guthaben. Zum Schluss wollte ich 300 Euro auszahlen was storniert wurde wie bekannt ist. Ich nur die 20 Einzahlung zurück bekam. Ja sowie es aussieht habe ich 4x Bonus am Stück in Anspruch genommen was wohl gegen die AGB verstößt. Was ärgerlich ist da nur 2x es eine Auszahlung gab diese nun storniert wurde. Die 300 Euro wären toll gewesen hatte mich gefreut. Wurde enttäuscht. Man hätte dies auch auszahlen können da bereits einige Einzahlungen in dem Casino vorgenommen wurde. Zudem gewinnt man auch im Tournament Freespins was ebenfalls als Bonus gilt das finde ich unfair denn dadurch kamen die 4x Bonus zustande verstehen Sie was ich meine?

Here the next.

If I had earned a cashback of 1.20 euros from it over 300 euros, I then wanted to pay out.

Was also canceled also cashback is bonus where x5 Max Withdraw is.

"Hello

According to the rules of "Cashback" promotion

Maximum withdrawal sum is x5 from the cashback sum.

The maximum amount of withdrawal from your application is €6, this

amount was withdrawn to your bank account."

So in my case instead of 300 payout exactly 6 euros 😅

A total of 580 euros canceled by the casino!

Hier das nächste.

Hatte Cashback 1,20 Euro daraus über 300 Euro erspielt,wollte ich dann auch auszahlen.

Wurde ebenfalls storniert auch Cashback ist Bonus bei denen x5 Max Withdraw ist.

"Hello

According to the rules of "Cashback" promotion

Maximal withdrawal sum is x5 from the cashback sum.

The maximum amount of withdrawal from your application is €6, this

amount was withdrawn to your bank account."

Also in meinem Fall statt 300 Auszahlung genau 6 Euro 😅

Insgesamt damit 580 Euro storniert seitens dem Casino!

Thank you, marciistamstart, for your reply. In regard to your cashback bonus, I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

However, your initial issue with cancelled winnings due to redemption of multiple consecutive Deposit bonuses doesn't seem to be fair at all.

I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hi marciistamstart, 

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Hotline Casino to the conversation to participate in the resolution of this complaint.

All of the player's deposits were made using promo codes.

According to paragraph 6.16 (If you are making deposits with bonuses 4 times in a row or more, you are risking to lose your winnings and keep only the deposit sum, you made to receive the bonus. To benefit from the bonuses and enjoy the winnings, make a deposit (over the average sum of the previous deposits) without bonuses at least once after using 3 bonuses in a row.

Also, if a player makes a deposit without a promotion code, according to paragraph 6.16, and can use the cashback, which does not fall under these rules!

Regarding the cashback, the maximum payout is set by the rules of the promotion, which can be found on the site https://hotlinecasino.com/promotions/cashback, where all the terms and conditions of this promotion are spelled out. Please note that the value of x5 applies to the withdrawal from this promo, and not at the time of wagering the wager. 

Dear Hotline Casino team,

Thank you for your reply. However, we find such rules to be unfair or even predatory. If you don't want players to take more than 4 bonuses, why do you let them? If you want to enforce this rule, it should be done on the software level. The problem with this rule is that casinos like to send emails with bonus offers to players even if the players aren't eligible for the bonuses. The players make deposits in good faith and want to play with bonuses, this is, of course, allowed, but as soon as they want to withdraw their winnings, the money gets confiscated. If they lose, nothing happens, the deposits won't be refunded. We are convinced that the player should get paid in full.

Dear Hotline Casino employees,

don't want to answer or can't answer? Your casino is negatively rated on every platform so you should take care of it. And again, I would like my money as Casino Guru has already written, I am entitled to it.

Again, please send me my money to the well-known e-wallet!

Sehr geehrte Mitarbeiter von Hotline Casino,

wollen Sie nicht Antworten oder können Sie nicht Antworten? Ihr Casino ist auf jeder Plattform negativ bewertet dem sollten Sie sich mal annehmen. Und nochmals ich hätte gerne mein Geld wie auch Casino Guru es schon geschrieben hat steht es mir zu.

Nochmal bitte schicken Sie mir mein Geld an die bekannte E-Wallet!

Since you don't react, I'll give you 72 hours to pay out the 280 euros to my well-known wallet. If this is not the case, my lawyer will take over the case. This has significant consequences for you and is also expensive!

In addition, you keep funds that do not belong to you from the provider that would be fraud!

Also, their general terms and conditions are invalid for countries like Germany, Austria, France! Or do you have a valid license there? The payment provider in the case Skrill and ezeewallet are complicit and will promptly refund all deposits I promise you. Payment providers have been obliged to refund all deposits in unlicensed casinos since 1.7 because they are threatened with criminal proceedings. So I'll give you some advice before the lawyer gets involved and the gambling authority pay the money I'm entitled to immediately!!

I didn't get the $40 from the lottery either.

Casinos like you are a disgrace to the whole industry and ruin any reputation.

Da Sie nicht reagieren gebe ich Ihnen 72 Stunden Zeit die 280 Euro auszuzahlen auf meine bekannte Wallet. Sollte das nicht der Fall sein übernimmt mein Anwalt den Fall. Das hat erhebliche Konsequenzen für Sie wird zudem kostspielig!

Zudem behalten Sie Gelder ein die Ihnen nicht gehören vom Provider das wäre Betrug!

Außerdem sind ihre Allgemeinen Geschäftsbedingungen für Länder wie Deutschland, Österreich, Frankreich ungültig! Oder besitzen Sie dort eine gültige Lizenz? Der Zahlungsanbieter in dem Fall Skrill und ezeewallet machen sich mit schuldig und werden alle Einzahlungen umgehend erstatten das Verspreche ich Ihnen. Zahlungsanbieter sind verpflichtet seit 1.7 in unlizenzierten Casinos alle Einzahlungen zu erstatten da Ihnen ein Strafverfahren droht. Daher gebe ich Ihnen einen Rat bevor sich der Anwalt einschaltet sowie die Glücksspiel Behörde zahlen Sie das mir zustehende Geld umgehend aus!!

Die 40 USD von der Lottery habe ich ebenfalls nicht erhalten.

Solche Casinos wie Sie es sind sind eine Schande für die ganze Branche und ruinieren jeglichen Ruf.

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’.

Hi marciistamstart, 

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority and submit a complaint (https://verification.curacao-egaming.com/validateview.aspx?domain=hotlinecasino.com). I'm not sure if the Gaming Authority will be able to help you with this specific case but it's worth a try. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter