HotSlots Casino - プレーヤーがカジノから出金できない

Hi.

I think this casino is a scam. I made a small deposit (without bonuses), then requested withdrawal (around 3xdeposit).

They approved and cancelled my withdrawal three times, due to "technical problems" with provider. I believed them, so made another deposit (crypto) to open new gate and asked them to send me my winnings this ways, since they have difficulties. They said they could not do it, because they have to follow the procedures... (good one).

Now I requested the same withdrawal for the third time, they changed payment operator to Mifinity, but (who would've thought) they have some "technical issues" with this one, too.

And now they sent me an e-mail that I will have to wait other three days for my witdrawal to be CHECKED. I remind you that they approved my withdrawal after one day three times a row earlier (but technical issues etc.).

For now I don't think they will ever send me my winnings, I lost hope.

If you could help me in any way, I would be appreciated.

Kind Regards.

Dear Oxycon,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise if your account has been fully verified? Have you completed obligatory wagering on your deposits, each time you deposited funds? What payment method did you choose for your last withdrawal request? Do I understand correctly the withdrawal is still pending?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas,

My account is not verified, the casino reserves the right to demand documents if withdrawal is above 2000 euro, mine is only for 400 Euro. But I always ask any casino I play if I can send documents, because I understand that KYC is important. In this case you don't even have a possibility to attach anything since this feature is disabled. You must wait for their e-mail regarding verification, I had never got one.

W/r of deposits is 1x and I completed this demanding (only after the smallest deposit, which I made to open crypto gate I did not have to do anything since on Live Chat I was told that because of these problems with withdrawing my winnings they will not deduct any fees or charges if I don't do the w/r, I asked twice).

My deposit payment method was fast bank transfer, which was instant. It's "funny" that deposits are instant, but if you want to use the same method to withdraw your winnings "technical issues" appear. As I wrote before they approved my withdrawal three times and provider cancelled them (as I was told).

Yes, my withdrawal is still pending, thay changed provider from inpay to mifinity, but this time they wrote me that because of difficulties I have to wait three days (it is the same withdrawal, I never played a cent since I decided to pay it out). My first request was on 21st of January, today I got an e-mail that I have to wait three working days more for my withdrawal to be checked, whatever that means, not approved. Although, as I mentioned, they approved earlier three times (to be fair it's nothing to be checked, I always play with my own money and always read t&c before I play). And yes, they have a note of three working days to withdraw the winnings, but it is maximum time and I had it approved after 24 hours.

Best Regards.

Thanks for the detailed explanation, Oxycon.

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 there will be any withdrawal request declined at this point let us know and we'll intervene. Before that happens, please stay patient and let the casino try to process your withdrawal.

I'll set the timer to 10 days, allowing 14 days in total for the transaction to be processed. Please inform us in case of any issues and also if the transaction completes successfully.

I'll look forward to your reply.

Hello Tomas,

As I informed the casino that I will search for any kind of help here everything picked up speed.

A few minutes ago I received my withdrawal, bit less than I expected (don't know why, it's not bank spread between eur/pln), but nevermind.

Thank you for your support, I can confirm that my winnings reached my bank account.

Best Regards.

Dear Oxycon,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru