They already accepted the withdrawal once, but then I got a notification that the payment processor was having problems and asked me to make a new withdrawal. I wouldn't report this at this point, but after reading other people's experiences, I think I need help.

Dear Lebeee,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hot.Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted support and asked for assistance?
• Could you please advise whether you requested a new withdrawal?
• Which payment methods are available to you for withdrawals?

Thank you very much in advance for your reply.

Best regards,

Tomas

I have contacted their support chat, but there is no help. They just ask me to wait because "another department will handle it". I requested a new withdrawal, but yesterday they asked me for my kyc documents again. But they do not accept the image of the credit/debit card used for the deposit, because they say it is the wrong card. The payment methods for the withdrawal were some crypto and then a bank transfer

Just a little update on this. Apparently the kyc has been approved but they stopped responding to emails. I cancelled the withdrawal yesterday and immediately re-done it. Frustrating not getting any replies from them

Now they sent an email saying that you have to submit an ID certified by a notary. Their rules don't mention anything about that so I don't think I need to submit one. Here's a copied email about it

Your withdrawal request has been received in our system. Please disregard our last email as it was sent by mistake.

In order for us to handle your withdrawal request, we kindly ask that you forward one additional item - A notarized identity verification.

In case you do not understand what document exactly we require from you, we are clarifying it for you:

Notarized proof of identification is for example a copy of your ID document (or passport), verified with a stamp and a signature by a notary public officially appointed by state government.

To clarify, you just need to make a photocopy of one of the above-mentioned, have it printed out and take it to a notary to verify it with a signature and stamp.

Afterwards, send a photograph of that document as a reply to this e-mail.

Thank you for your cooperation in advance!

Best regards,

Ben Locksley | KYC Team

Thanks for your updates and reply.

• Please forward the email you received from the casino to me for review and any related relevant information. My email is [email protected]
• Have you responded to the casino that you won't be providing them with a notarized copy of the document they requested?
• Could you please explain which documents the casino requested from you in the past? Could you please list which documents you have submitted to the casino so far?

Thanks for the reply. I will send you the emails. But I have provided them with proof of address, 6 months of bank details and driver's license details with and without selfie and bank card details. I have not promised them anymore to provide a notarized certificate, I think that is already too much

Thank you very much, Lebeee, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected],) 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.

This is okay, I got my refund.

Dear Lebeee,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

www.kpvfaw.com