HotSlots Casino - Zahtev igrača za povlačenje je odložen.

I am filing a complaint regarding an unpaid withdrawal of PLN 1,600 from HotSlots Casino, requested on August 19, 2026.

Details of the dispute:

Violation of Terms and Conditions: Section 26 of the casino's General Terms and Conditions states that withdrawal requests are processed within 72 hours (3 business days). My payment has been pending for over 3 weeks.

Customer Service Responses: Customer service provides repetitive automated responses regarding "technical issues" without providing a specific timeframe for resolution.

Account Status: My account is fully verified (KYC completed), bonus accrual rules are in place, and all required documents have been approved.

Regional Access: I use the service from Poland, where domain access is restricted, but the operator's contractual payment obligations remain in effect.

Desired result:

I request CasinoGuru's assistance in escalating this matter to HotSlots management so they can manually process my PLN 1,600 withdrawal.



Я подаю жалобу по поводу неоплаченного вывода средств в размере 1600 злотых из казино HotSlots, запрошенного 19 августа 2026 года.



Подробности спора:



Нарушение условий и положений: В разделе 26 Общих условий и положений казино указано, что запросы на вывод средств обрабатываются в течение 72 часов (3 рабочих дней). Мой платеж находится в статусе ожидания уже более 3 недель.



Ответы службы поддержки: Служба поддержки клиентов предоставляет повторяющиеся автоматизированные ответы по поводу «технических неполадок», не указывая конкретных сроков решения проблемы.



Статус аккаунта: Мой аккаунт полностью верифицирован (пройдена процедура KYC), правила начисления бонусов не нарушены, и все необходимые документы одобрены.



Региональный доступ: Я использую сервис из Польши, где доступ к домену ограничен, но договорные обязательства оператора по выплатам остаются в силе.



Желаемый результат:



Прошу CasinoGuru помочь передать этот вопрос руководству HotSlots для ручной обработки моего вывода средств в размере 1600 злотых.

Important notice:

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If anything seems suspicious, contact us directly.

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Dear Igoss7,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Please share a screenshot of your pending payout request and your most recent communication with the casino regarding the delay. Post screenshots here or send the information to my email at tomas@casino.guru

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

Dear Igoss7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.