I deposited approximately 350 euros and purchased a 50€ bonus on a slot, winning an additional 500 euros. Later, I placed a wager on a basketball game to meet their wager requirement and won back about 2500 euros. I then tried to make a withdrawal, but they required information such as a utility bill, ID, selfie and everything necessary for security. The withdrawal process took some time, so I cancelled the withdrawal and wagered again, this time on Blackjack, raising the sum to 4828,59 EURO, and later attempted another withdrawal. They asked for a picture of me and my ID card, and today, on 2023-12-12, they requested a selfie of me with my passport.

Later today, I saw on Trustpilot and Casino Guru that Hotbet is not reputable. Please help me get my money out faster and contact these people!!

Moreover, they have not mentioned anything about the 8% fee in their withdrawal section when you want to take out the money.

Jag la in ca 350 euro och k?pte bonus p? 50€ p? en slot och vann ytterliggare 500 euro sen senare bettade basket match f?r deras wager requirement och vann tillbaka ca 2500 euro sen f?rs?kte jag g?ra withdraw men dom kr?vde information om utility bill, ID, Selfie och allt som beh?vdes f?r s?kerheten. Det tog lite tid f?r withdraw s? jag gjorde cancel withdraw och bettade upp sen p? Blackjack upp till denna summan p? 4828,59 EURO och f?rs?kte sen senare g?ra withdraw igen. Dom bade om en bild p? mig o id kort och nu idag 2023-12-12 en bild p? mig selfie med passport.

Sen senare idag s?g jag p? Trustpilot o Casino Guru att Hotbet ?r icke trov?rdigt. Sn?lla hj?lp mig att f? pengarna snabbare ut och att kontakta dessa!!

Och dom har ?ven inte n?mnt n?got om 8% fee p? deras withdraw section n?r man ska ta ut pengarna.

Dear OktajServat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing.

Could you also please specify how the casino informed you about the withdrawal fee?

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,

Tomas

They informed later via Live Chat after I had noticed that they had negative reviews here on Casino Guru and also on Trustpilot that people have not received their money due to the ID Document request constantly and that later they have ignored people after their winnings as later the page itself keeps to itself.

Today I contacted them again and they apologized and sent a notice to their department.

But I don't trust them because I get a reply via email every 24 hours at about 3:00 p.m. but later get asked again for documents. People have also lost money via their bank account after their document request in some way or another.

Want all your help to get my money I have won….

ATTENTION!! Have sent everything, Utility bill, ID, Selfie with ID, Selfie with Passport and Bank card. Clear pictures too..

Have recorded/taken photos of everything and my winnings.

Dom informerade senare via Live Chat efter n?r jag hade m?rkt att dom hade negativa recensioner h?r p? Casino Guru och ?ven p? Trustpilot att folk har ej f?tt sina pengar pga ID Documment beg?ran konstant och att sen senare s? har dom ignorerat folk efter deras vinster som senare sidan sj?lv beh?ller f?r sig sj?lv.

Idag s? har jag kontaktat dom ytterligare igen och dom bad om urs?kt och skicka en notis till deras department.

Men jag litar ej p? dom p? grund av att jag f?r svar via mail varje 24:e timme vid ca 15:00 tiden men senare blir tillfr?gad igen av dokument. Folk har ?ven blivit av med pengar via deras bank konto efter deras dokument beg?ran p? n?got s?tt o vis.

Vill ha all hj?lp av er f?r att f? mina pengar jag har vunnit...

OBS!! Har skickat allt, Utility bill, ID, Selfie with ID, Selfie with Passport och Bank kort. Tydliga bilder ocks?..

Har spelat in/tagit foto p? allt och p? mina vinster.

Contacted them yesterday 2023-12-14 and asked them when the KYC Team would reply back if I was approved. Got a reply later via their Live Chat that they do not reply when everything is approved and also wrote that I am fully approved with KYC. But they asked me to wait until I get an email later if I get my money sent and ready. So far I have not received any email about withdrawal or anything "accepted" and it just says PENDING on the page. They have also mentioned that it is some other department that fixes this with withdrawal and you are not allowed to contact them..

Have sent all chatting history to my own email. Please help me by contacting them and asking them to process the withdrawal and send my money in time for next week.

Kontaktade dom ig?r 2023-12-14 och bad dom n?r KYC Team skulle svara tillbaka om jag var godk?nd. Fick svar senare via deras Live Chat att dom ej svarar n?r allting ?r godk?nt och skrev ?ven att jag ?r helt godk?nd med KYC. Men dom bad om att v?nta tills jag f?r ett mail senare om jag f?r mina pengar skickade och klart. Hittills s? har jag ej f?tt n?got mail om withdrawel eller n?got "accepted" och det st?r bara PENDING p? sidan. Dom har ?ven n?mnt att det ?r n?gon annat department som fixar detta med withdrawel och man f?r ej kontakta dom..

Har skickat allt chattande historik till min egna email. Sn?lla hj?lp mig genom att kontakta dom och beg?r dom att processa withdrawal och skicka mina pengar i tid f?r n?sta vecka.

Thanks for the explanation of the situation.

Please note it might take a few working days to complete KYC verification in the casino.

Have you received any further updates about your verification status and your withdrawal request since your last message?

The verification is complete and confirmed that it is only the withdrawal that needs to be approved, but it has taken 5 days now and they have not sent the money to me.

So KYC was complete and everything was correct and nothing more was needed from Thursday's judgement.

Verifieringen ?r klar och bekr?ftat att det ?r bara uttaget som beh?ver godk?nnas men det har tagit 5 dagar nu och dom har ej skickat iv?g pengarna till mig.

Allts? KYC var klar och allt var korrekt och inget beh?vdes mer fr?n dom i Torsdags.

Now my withdrawal request has disappeared from their website today without any notification. They have deceived me!!

Nu har min uttagsbeg?ran f?rsvunnit fr?n deras hemsida idag utan n?got meddelande. Dom har lurat mig!!

Contacted them via live chat and they apparently said that it has been confirmed and sent the money. But have not received any email about what they referred to earlier. Get back to you tomorrow

Tog kontakt med dom via live chat och dom sa tydligen att den ?r bekr?ftat och skickad pengarna. Men har ej f?tt ngt mail om det som dom h?nvisade om tidigare. ?terkommer imorgon

I just got my money. You can change the rating to 10 stars from me

Jag fick mina pengar nyss. Ni kan ?ndra brtyg till 10 stj?rnor av mig

Dear OktajServat,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com