Assistenza clienti del casinò - Problema di pagamento negato

Ich möchte meine Erfahrung mit Hotline Casino teilen. Ich habe etwa 3.300 € gewonnen und eine Auszahlung beantragt. Meine Auszahlung wurde zunächst mit der Begründung abgelehnt, ich hätte gegen Regel 2.2 verstoßen (mehrere Accounts). Diese Anschuldigung ist jedoch nicht korrekt. Ich habe nur ein einziges Konto erstellt und genutzt und keinen Verstoß begangen. Nach mehreren E-Mails und Beschwerden wurde mein Guthaben vom Casino selbst wiederhergestellt. Gleichzeitig wurde meine ursprüngliche Einzahlung von 110 € an mich zurückerstattet, sodass mein aktuelles Guthaben nun bei etwa 3.190 € liegt, das ich auszahlen möchte. Seitdem werde ich wiederholt aufgefordert, verschiedene Verifizierungsdokumente einzureichen. Ich habe alle angeforderten Dokumente vollständig bereitgestellt, darunter: - Reisepass und Selfie - Selfie mit handschriftlichem Zettel („Hotline Casino“) - Führerschein - Kontoauszug (mit Nachweis der Einzahlung) - Nachweis der Adresse Trotzdem habe ich seit dem 11. April keine Antwort mehr erhalten. Mein Konto zeigt weiterhin ein Guthaben, aber der auszahlbare Betrag ist 0 €, sodass ich keine Auszahlung vornehmen kann. Mehrere Nachfragen meinerseits blieben unbeantwortet. Derzeit entsteht der Eindruck, dass die Auszahlung absichtlich verzögert wird.

Importo contestato: 3190€

Casinò: Hotline Casino

Case #: 4168

I would like to share my experience with Hotline Casino. I won approximately €3,300 and requested a withdrawal. My withdrawal was initially rejected on the grounds that I had violated rule 2.2 (multiple accounts). However, this accusation is incorrect. I only created and used a single account and did not commit any violation. After several emails and complaints, my balance was restored by the casino itself. At the same time, my initial deposit of €110 was refunded, so my current balance is now approximately €3,190, which I would like to withdraw. Since then, I have been repeatedly asked to submit various verification documents. I have provided all the requested documents in full, including: - Passport and selfie - Selfie with a handwritten note ("Hotline Casino") - Driver's license - Bank statement (showing proof of deposit) - Proof of address. Despite this, I have received no response since April 11th. My account still shows a balance, but the withdrawable amount is €0, so I cannot make a withdrawal. Several inquiries from me have gone unanswered. Currently, it appears that the payment is being deliberately delayed.

Hi adif,

Thank you for reaching out to us and sharing your experience.

Based on your description, it appears that the casino flagged your account as a duplicate. As a result, your deposit was refunded, and your winnings were voided.

From the email you provided, it seems that the casino decided to keep your current account active and proceed with verification, while your previous winnings remained voided due to the duplicate account issue at the time.

Please note that according to their Terms & Conditions:

5.4 You are only allowed to register one Account with the Service. Only one Account for each household, IP, PC is allowed. If you attempt to open more than one Account, all accounts you try to open may be blocked or closed and any bets may be voided. ... If a new account is opened, the old account will be closed.

Based on their Terms, we can assume that the casino closed the duplicate account and allowed you to continue using the newer one.

Hi,

Thank you for your reply.

Yes, the casino initially claimed that my account was a duplicate, but this is not correct. I have only ever created and used one account and have not violated any rules.

After I contacted them multiple times, they restored my balance themselves, which in my opinion shows that the original accusation was not valid.

Since then, I have fully completed the verification process and submitted all requested documents.

However, I have not received any response for several days, and although my balance is visible (around €3,190 after my deposit was refunded), the available amount for withdrawal is still €0.

So at this point, the main issue is not the duplicate account claim anymore, but the fact that I cannot withdraw my funds.

Any help or guidance would be appreciated.

Hi adif,

Thank you for your update. We have forwarded your complaint to the casino representative for review.

As soon as we receive any updates, we will let you know here in this thread.

In the meantime, if you have any additional information, feel free to share it with us.

Hi njanjam,

Thank you 

Update:

Today I received an email from the casino confirming that my account is now fully verified.

However, despite this, my account still shows a balance of approximately €3,190, but the available amount for withdrawal remains €0.

So even after completing full verification, I am still unable to withdraw my funds.

I am currently waiting for their response regarding when my balance will become available for withdrawal.

Hi adif,

Thank you for the update. Since your deposit has been refunded, you should no longer be able to use any balance that originated from that deposit.

As we mentioned earlier, if your account was flagged as a duplicate, the previous account would be closed and the deposit refunded accordingly.

We are still waiting for a final response from the casino representative. For now, we have been informed that their team is actively working on your case.

Hi,

Thank you for your response.

I would like to clarify an important point, as I believe there is a misunderstanding.

My winnings have NOT been removed or voided. The balance (approximately €3,190 after my deposit refund) is still clearly visible in my account.

The issue is that the available amount for withdrawal is 0€, so I cannot withdraw these funds.

Additionally, the casino has confirmed that my account is fully verified.

If the winnings were actually voided, the balance should not still be present in my account.

This is why I am concerned about the current situation, as I still have funds in my account that I am unable to access.

I have also attached screenshots showing both the balance and the 0€ withdrawal availability.

Thank you for your assistant.

It has now been over 48 hours since the casino confirmed that my account is fully verified.

However, my balance (~€3,190) is still not available for withdrawal (0€ available), and I have received no response.

At this point, there is no clear reason for this continued restriction.

This situation is becoming very concerning.

Hi adif,

Since your deposit has been refunded, you should no longer be able to use any balance that originated from that deposit.

As we mentioned earlier, if your account was flagged as a duplicate, the previous account would be closed and the deposit refunded accordingly.

We have been informed that their team is actively working on your case.

Keep you posted as soon as we receive any responses

Hi,

Thank you for the update.

Just to clarify, I have now been able to request withdrawals for the full amount, and both are currently in “pending” status.

So the funds have not been removed, and I am now waiting for the withdrawals to be processed.

I will update once there is any change.
Thank you

Hi adif,

Thank you for your update. We are still waiting for the casino rep's review of your case.

As soon as you have any response or update, please let us know.

Update:

I would like to provide a full update on the situation.

After my withdrawals were initially requested, both transactions briefly showed “success”, but were then reverted back to pending.

Later, both of these withdrawal requests were declined, and instead a new €500 transaction appeared with the status “hold”.

I also received an email from the casino stating that due to payment provider issues, my withdrawals would be processed in installments, and that the first €500 had already been sent. The remaining balance was returned to my account, and I was advised to submit new withdrawal requests.

Following this, I submitted a new withdrawal request of €2000, which is currently still pending.

At this moment:
- €500 remains on “hold” for several days
- €2000 remains pending with no progress

Despite multiple updates and communication, there has been no actual movement for days.

This situation is becoming increasingly concerning.

Update:

I have now received the first €500 payment.

However, the remaining €2000 withdrawal has been pending since April 28 with no further progress.

At this point, I am still waiting for the remaining funds to be processed.

Hi adif,

Thank you for your update. Great news!

Please still keep us posted