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Hello,

I would like to have my account with Hotbet finally terminated and have written an email to Hotbet Support.

On 05/13/23 at 10:37 am, Germany time .

I gave the reason:

I just don't feel like playing anymore. That is the only reason.

Hotbet support doesn't seem to care what I want and what I write.

A KAI employee wrote to me on 05/13/23 at 2pm to give a reason why I want to close/cancel my account.

As I said, I wrote:

I just don't feel like playing anymore. That is the only reason.

My reason is probably not accepted!

And that I don't want to permanently close my account either.

On 05/13/23 the employee VICTORIA wrote to me:

We would like to ask you if there is anything in particular that you do not like about our website? Maybe the offers or the chance to win? We appreciate any feedback on this!

If something bothers you, you can let us know!

I just want to close my account there because I don't want to play there anymore!

What's not to understand about it and why are you trying to persuade me to stay?

I want to permanently cancel the account and that's it!

I will no longer register there!

Pay no more!

Don't play anymore!

I have already unsubscribed from the newsletters.

The terms and conditions state that you should write an email to Hotbet Support if you close an account.

I did that, but Hotbet doesn't accept my cancellation/closure.

The general terms and conditions also state point 3. Account and personal information

3.15. Accounts having no recorded activity for a period of 6 months are considered inactive. Should an account be inactive for 6 consecutive months or longer (no deposit and betting/gaming activity), Hot.bet reserves all rights to terminate the customer's account, and therefore all outstanding balances are forfeited.

German :

3.15. Accounts that have had no activity for a period of 6 months are considered inactive. Should an account be inactive (no deposit and betting/gaming activity) for 6 consecutive months or more, Hot.bet reserves all rights to terminate the customer's account and any outstanding balances will be forfeited.

Do I have to wait 6 months until Hotbet deletes my inactive account because the support staff doesn't want to accept my cancellation now?

I have finally decided:

My Hotbet account should be permanently and immediately closed / terminated... without further discussion about it!

greeting

help

Hallo,

ich möchte mein Konto bei Hotbet endgültig kündigen lassen und habe eine Email an den Hotbet Support geschrieben.

Am 13.05.23 um 10:37 Uhr, Deutschland Zeit.

Als Grund habe ich angegeben :

Ich habe einfach keine Lust mehr zu spielen. Das ist der einzige Grund.

Der Hotbet Support scheint das aber nicht zu uinteressieren, was ich will und was ich schreibe.

Ein Mitarbeiter KAI schrieb mir am 13.05.23 um 14 Uhr, dass ich einen Grund nennen soll, warum ich mein Konto schließen / kündigen will.

Wie gesagt, ich habe geschrieben :

Ich habe einfach keine Lust mehr zu spielen. Das ist der einzige Grund.

Mein Grund wird aber wohl nicht akzeptiert !

Und dass ich mein Konto dauerhaft schließen möchte auch nicht.

Am 13.05.23 schrieb mir die Mitarbeiterin VICTORIA :

Wir möchten Sie fragen, ob es etwas Bestimmtes gibt, das Ihnen auf unserer Webseite nicht gefällt? Vielleicht die Angebote oder die Gewinnchance? Wir schätzen jedes Feedback dazu!

 Falls Sie etwas stören, können Sie uns mitteilen!

Ich will einfach dort mein Konto schließen, weil ich dort nicht mehr spielen will !

Was ist daran nicht zu verstehen und warum versucht man mich zu bleiben zu bewegen ?

Ich will das Konto dauerhaft kündigen und fertig !

Ich werde mich dort auch nicht mehr anmelden !

Nichts mehr einzahlen !

Nicht mehr spielen !

Von den Newslettern habe ich mich bereits abgemeldet.

In den AGBs steht, dass man bei einer Konto Schließung an den Hotbet Support eine Email schreiben soll.

Das habe ich gemacht, aber Hotbet akzeptiert meine Kündigung /Schließung nicht.

In den AGBs steht auch, Punkt 3. Account and Personal Information

3.15. Accounts having no recorded activity for a period of 6 months are considered inactive. Should an account be inactive for 6 consecutive months or longer (no deposit and betting/gaming activity), Hot.bet reserves all rights to terminate the customer's account, and therefore all outstanding balances are forfeited. 

Deutsch :

3.15. Konten, bei denen über einen Zeitraum von 6 Monaten keine Aktivität verzeichnet wurde, gelten als inaktiv. Sollte ein Konto 6 aufeinanderfolgende Monate oder länger inaktiv sein (keine Einzahlung und Wett-/Spielaktivität), behält sich Hot.bet alle Rechte vor, das Konto des Kunden zu kündigen und alle ausstehenden Guthaben verfallen.

Muss ich erst 6 Monate warten, bis Hotbet mein inaktives Konto löscht, weil die Support Mitarbeiter meine Kündigung jetzt nicht akzeptieren wollen ?

Ich habe mich endgültig entschieden:

Mein Hotbet Konto soll dauerhaft und sofort geschlossen / gekündigt werden...ohne weitere Diskussion darüber !

Gruß

Grick

Dear Grick,

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. 

• Do I understand correctly there is currently no withdrawable balance on your casino account?
• Did the casino mention any obstacles that are preventing them to close your account?

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

Best regards,

Tomas

Hello,

Thank you for your quick response.

I have no balance on Hotbet and no pending payout.

There is also no open bonus.

Hotbet also didn't mention any reason why my account can't be canceled immediately.

Hotbet just wants me to stay as a player at the casino and are therefore trying to persuade me to stay... and promises to improve the Hotbet offers etc so that I can stay as a player.

And my reason why I just don't want to play in the casino anymore... just doesn't get it.

I just don't feel like playing there anymore, which Hotbet neither understands nor wants to accept.

Hotbet wants to know another reason why I want to cancel my account.

Am I supposed to come up with another reason and lie just so that my resignation is accepted?

I wonder what's that supposed to mean?

I just don't want to play there anymore and permanently cancel my account.

I do not want more.

Hotbet should just accept that now.

greeting

Hallo,

Danke,für die schnelle Antwort.

Ich habe kein Guthaben drauf bei Hotbet und auch keine ausstehende Auszahlung.

Es gibt auch keinen offenen Bonus.

Hotbet hat auch kein Grund erwähnt, warum mein Konto nicht sofort gekündigt werden kann.

Hotbet will nur, dass ich als Spieler erhalten bleibe, im Casino und versuchen mich deshalb zum bleiben zu überreden...und verspricht mir die Hotbet Angebote usw zu verbessern, damit ich bleibe als Spielerin.

Und mein Grund, dass ich dort im Casino einfach nicht mehr spielen will...wird einfach nicht verstanden.

Ich habe einfach keine Lust mehr dort zu spielen, was Hotbet weder versteht noch akzeptieren will.

Hotbet will von mir einen anderen Grund wissen, warum ich mein Konto kündigen will.

Soll ich mir jetzt etwa einen anderen Grund ausdenken und lügen, nur damit meine Kündigung akzeptiert wird ?

Ich frage mich was das soll ?

Ich will einfach nur nicht mehr dort spielen und mein Konto dauerhaft kündigen.

Mehr will ich nicht.

Hotbet soll das jetzt einfach akzeptieren.

Gruß

Thank you very much, Grick, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Grick,

I'm Michal and I have taken over your complaint. I have reviewed this case and although I can understand the casino that they would like to know the reason for your decision, however, this should not have any impact on the request, and the casino should honor your request and close your account ASAP.

I will try to contact the casino to shed more light on this matter.

We would like to invite Hot.Bet Casino to join the conversation.

Dear Hot.Bet Casino,

Can you please provide a valid explanation why was the player's account not closed yet as the player requested? It is OK to ask the player for their decision, however, the closure should have been done already regardless of the reasons, and If the player doesn't want to share their reasons it is solely up to the player.

Hello Michael,

many thanks for your help.

Yes, the casino wants to know my reason why I want to close the account... but I already gave a reason, on 05/13/2023:

"I just don't feel like playing anymore. That's the only reason."

I wrote to Hotbet Support via email, but this is not accepted as a reason.

Hotbet believes there is another reason behind the closure.

Hotbet should believe what they want, but I just don't want to play there anymore. Point !

And that hasn't changed: I want this account closure. Point !

Greetings Grick

Hallo Michal,

vielen Dank, für Ihre HIlfe.

Ja, dass Casino will meinen Grund wissen, warum ich das Konto schließen möchte...allerdings habe ich ja schon einen Grund genannt, am 13.05.2023 :

"Ich habe einfach keine Lust mehr zu spielen. Das ist der einzige Grund."

habe ich per Email an den Hotbet Support geschrieben, was aber nicht als Grund akzeptiert wird.

Hotbet glaubt, dass noch ein anderer Schließungsgrund dahintersteckt.

Hotbet soll glauben was die wollen, aber ich will dort einfach nicht mehr weiter spielen. Punkt !

Und daran hat sich nichts geändert : Ich will diese Kontoschließung. Punkt !

Gruß Grick

Hello Grick and Michal,

We would like to address this situation!

The account closure was requested on the 13th of May 2023 as can be seen from this thread as well. The agents handling the case requested more information in order to handle the account accordingly.

Regarding the status of the account, please keep in mind that it was closed on the same day that the request was submitted - 13th of May 2023. Once the closure was implemented a confirmation e-mail was also sent to the Player.

Kind Regards,

Hello Michael...

so so, now that Casino.Guru gets involved, my account is suddenly closed after all and there is no longer any objection for the closure and my reason for termination is suddenly recognized!

Greeting GRick

Hallo Michal...

so so, jetzt wo sich Casino.Guru mit einschaltet, wird mein Konto plötzlich doch geschlossen und es gibt keinen Einwand mehr, für die Schließung und mein Kündigungsgrund wird plötzlich anerkannt !

Gruß GRick

Thank you for the response, Hot.Bet Casino.

Dear Grick,

As Hot.Bet Casino has responded your account was closed on the same day (13th of May 2023) as you requested your account closure. Is that correct? Have your tried to log back into your casino account after the request? If so were you able to get into your account and play, deposit, etc.?

Hello Michael,

I can no longer register there.

I don't know whether the casino actually closed my account on the same day (13.05)...because the employees want to know the real reason why I want to cancel my account before the closure.

In addition, the employees first tried to persuade me to stay with better offers (bonuses, etc.).

Possibly the casino didn't close my account until 5/19/23...after Hotbet replied here at Casino.Guru.

I don't know when and if it was actually closed or I was just banned (so I couldn't log in today), because I have no proof of that.

There is only the statement from Hotbet here, 3 days ago.

greeting

help

Hallo Michal,

Ich kann mich dort nicht mehr anmelden.

Ob das Casino aber tatsächlich noch am selben Tag (13.05) mein Konto geschlossen hat, weiß ich nicht...denn die Mitarbeiter wollen ja ,vor der Schließung, erst einmal den richtigen Grund wissen, warum ich mein Konto kündigen will.

Außerdem haben die Mitarbeiter auch erstmal versucht mich zum bleiben zu überreden, mit besseren Angeboten (Bonus usw).

Möglich, dass das Casino mein Konto auch erst am 19.05.23 geschlossen hat...nachdem Hotbet hier bei Casino.Guru geantwortet hat.

Wann und ob es tatsächlich geschlossen wurde oder ich erst einmal nur gesperrt wurde (so dass ich mich heute nicht anmelden konnte), weiß ich nicht, denn dafür habe ich keinen Beweis.

Es gibt nur dazu die Aussage von Hotbet hier, vor 3 Tagen.

Gruß

Grick

Thank you for your reply, Grick.

So you didn't receive a confirmation e-mail from Hot.bet Casino that your account was closed as their team mentioned in their response? As far as I know, such an email is not really a legal requirement but it is a good practice that the casinos sent such confirmation, most casinos do so. As I mentioned before, I can understand that the casino asked you for the reasons for your decision to close your account. User feedback is an important source of information for companies to help them to improve their services, so there is nothing bad with the questions of the casino. On the other hand, it is your right not to answer them or don't provide any specific reasons if you don't want to. The main thing here is that you are no longer able to access your casino account so you will not be able to to play. I would consider your account closed/blocked. If you decide in the future that you would like to play in the casino again, you should contact casino support first to reopen your account. Please bear in mind that opening multiple accounts is not allowed in almost every casino.

After gathering all information I believe the main issue has been sorted. Can we consider your complaint to be resolved?

Hello Michael,

I did not receive a confirmation email from Hotbet because of the closure.

I think we can close my complaint as resolved.

Should Hotbet report again at some point that my account has not been permanently closed, then I will contact Casino.Guru again.

Many thanks for your help.

greeting

help

Hallo Michal,

eine Bestätigung Email habe ich von Hotbet, wegen der Schließung, nicht erhalten.

Ich denke, wir können meine Beschwerde, als gelöst, schließen.

Sollte Hotbet sich irgendwann doch noch mal melden, dass mein Konto doch nicht dauerhaft geschlossen wurde, dann werde ich mich nochmal an Casino.Guru wenden.

Vielen Dank, für Ihre Hilfe.

Gruß

Grick

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Grick, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru