Hotline Casino - Igračevo povlačenje je odbijeno.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

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

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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,

Attila

I have completed the verification, and I mostly play slot games.

I have made withdrawals before

Hello Attila,

I hope you are doing well.

I have already provided all the requested information, including proof of wallet ownership and screenshots. It has now been several days since my last reply, and I am still waiting for concrete progress on my case.

My €3092.65 withdrawal (TRON, submitted 22.06.2026) remains declined without any valid explanation, despite the funds being visible in my Cash Balance.

I kindly ask for an urgent update and resolution within the next 48 hours. If there is no satisfactory progress by 04.07.2026, I will have no choice but to escalate the matter by:

- Filing a formal complaint with the Curaçao Gaming Authority (CGA) and CADRE

- Publishing the full case details with screenshots on Trustpilot and other review platforms

I would prefer to resolve this amicably with your help. Please let me know the current status and next steps as soon as possible.

Thank you.

Best regards,

[Redacted]

Here is the proof of wallet ownership: I have set my private name on Tronscan and received a transaction to this address

+ screen recording video

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Petropsh,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Hotline Casino to join this conversation and assist in addressing the complaint.

Dear Hotline Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello,

detailed information has been provided to stefan.m@casino.guru.

Dear Petropsh,

Thank you for your patience throughout the complaint process.

The casino has informed us that you did not provide the requested documentation needed to complete the verification process. According to the information provided, you also lost the remaining balance in your account before the verification could be completed.

Based on these circumstances, we are unable to conclude that the casino acted unfairly. Therefore, we will now proceed with rejecting your complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru