Hotline Casino - Spelarens vinster har konfiskerats.

Hello. Please help with the unpaid amount. Below I am sending a shortened text of the complaint that I wanted to send directly to the licensing authority, but the email was returned undeliverable. Therefore, I am asking for your help. The whole situation can be understood from the text of the complaint. I have all the screen shots of the conversation when I tried to resolve it with the casino, but the casino completely rejected me and almost did not communicate, or everyone in the live chat support and later in the email claimed a violation of another rule, or a screen where the live chat support wrote to me that I had to transfer another 202 euros from the account balance (828 euros) and then my winnings would be paid out. I did that, although it was not necessary at all and my withdrawal was rejected anyway. Unfortunately, I cannot put everything here, so I chose what I consider to be the most important. I will add everything if necessary. Thank you very much for your help. [Redacted]

....I hereby file an official complaint against the lew gaming portals operating Hotline Casino (on the website www.hotline26.com) regarding the unauthorized seizure of my real winnings and the application of unfair and deceptive business practices towards me as a consumer.

Summary of the financial side of the dispute:

Total winnings from my deposit: €828.62

Amount returned by the casino (original deposit): €50

Amount wrongfully confiscated by the casino and which I request to be paid: €770 (Note: After meeting the additional wagering requirement of €202, the account balance was €660, but the casino unlawfully took away all of my winnings in excess of the deposit)

Detailed description of the situation and factual arguments:

1, False advertising and unfair marketing practices

On May 10, 2026, Hotline Casino sent me a personalized marketing email offer for "200 Free Spins No Wagering". The text of this specific offer clearly defined only two conditions: a minimum deposit of €15 and entering a specific code. There was absolutely no warning or reference in the email that activating this offer could in any way violate the casino’s internal rules on consecutive bonuses. I consider it extremely unfair for a licensed entity to actively approach a player with targeted advertising and then punish and confiscate his money for taking advantage of it. Hiding essential restrictive conditions deep in the General Terms and Conditions while omitting this information in the marketing email meets the definition of deceptive conduct.

2, Origin of funds and retroactive application of bonus rules

Based on the above-mentioned email offer, I deposited €50 of my own real money into my account on May 13, 2026. With these personal funds, I regularly achieved a win of €820. The essential fact is that I did not use or activate the bonus free spins at all during this gaming session. My winnings therefore come purely from my real capital. In its refusal, the casino refers to a violation of the bonus rule in point 2.20 (making deposits with bonuses four times in a row). However, this bonus rule cannot logically and legally apply retroactively to a game played with my own, real invested capital, to which no wagering requirements applied.

3, Technical non-transparency of account history

Furthermore, the casino's claim regarding rule 2.20 is not verifiable from a player's perspective. Although I can see a list of my past deposits in my account history, the system does not show or indicate anywhere whether these previous deposits were made with or without a bonus. It is therefore likely that some of my previous deposits were made without bonuses at all, which would mean that rule 2.20 was not violated at all. The casino is hiding behind a rule that the player does not have the ability to transparently monitor in their account interface.

4, Non-transparent system settings and communication failures

If the casino system technically allows the deposit to be made without any problems, accepts the code and activates the bonus, and in addition prompts the player by email, this is a system trap. If the casino acted in good faith, the system would have warned me in advance about the violation of rule 2.20, or would not have technically allowed me to enter the code. Letting a player deposit money, letting him play with his own money and only confiscating the winnings at the moment of requesting a withdrawal shows signs of fraudulent intent.

I tried to resolve the situation directly with the casino and give them a chance to rectify it, but unfortunately no one wanted to deal with me and they only sent me a generated response.

Conclusion:

Hotline Casino has grossly violated regulatory standards of fair play, transparency and consumer protection. I have fully verified my gaming account, I have also fulfilled the additional wagering requirement of €202, and yet my money has been denied. Best regards, [Redacted]

Email: [Redacted]

Dobrý den. Prosím o pomoc s nevyplacenou částkou. Níže posílám zkracený text stížnosti, kterou jsem chtěla poslat přímo na licenční úřad, ale email se mi vrátil nedoručitelný. Proto prosím o pomoc Vás. Z textu stížnosti lze pochopit celou situaci. Mám veškeré screen shoty konverzace, kdy jsem se to s casinem snažila řešit, ale casino mě úplně odbilo a těměř nekomunikovalo a nebo s mi každý v podpoře na live chatu a později i v emailu tvrdil porušení jiného pravidla či screen, kdy mi podpora live chatu napsala, ze ze zůstatku na účtu (828 euro) musím protočit ještě 202 euro a poté mi bude výhra vyplacena. To jsem učinila, ačkoli to vůbec nebylo nutné a stejně mi výběr byl zamítnut. Bohužel se sem nevejde vložit vse, tak jsem vybrala to, co považuji za nejdůležitější. V případě potřeby vše dodam. Moc děkuji za pomoc. [Redacted]

....tímto podávám oficiální stížnost na lew herní portály provozující Hotline Casino ( na webu www.hotline26.com ) ohledně neoprávněného zabavení mých reálných výher a uplatňování nekalých a klamavých obchodních praktik vůči mně jako spotřebiteli.

Shrnutí finanční stránky sporu:

Celková dosažená výhra z mého vkladu: 828,62 €

Částka vrácená kasinem (původní vklad): 50 €

Částka, kterou kasino neoprávněně zkonfiskovalo a kterou požaduji vyplatit: 770 € (Poznámka: Po splnění dodatečného požadavku podpory na prosázení 202 € činil zůstatek na účtu 660 €, avšak kasino mi protiprávně odebralo celou výhru nad rámec vkladu)

Podrobný popis situace a věcné argumenty:

1, Klamavá reklama a nekalé marketingové praktiky

Dne 10. května 2026 mi kasino Hotline zaslalo personalizovanou marketingovou e-mailovou nabídku na „200 roztočení zdarma bez sázky". V textu této konkrétní nabídky byly jasně definovány pouze dvě podmínky: minimální vklad 15 € a zadání specifického kódu. V e-mailu nebylo absolutně žádné upozornění ani odkaz na to, že by aktivace této nabídky mohla jakkoliv porušit interní pravidla kasina o po sobě jdoucích bonusech. Považuji za vrcholně nekalé, pokud licencovaný subjekt aktivně osloví hráče s cílenou reklamou, a následně ho potrestá a zkonfiskuje mu peníze za to, že ji využil. Skrývání zásadních omezujících podmínek hluboko ve Všeobecných obchodních podmínkách při současném vynechání těchto informací v marketingovém e-mailu naplňuje definici klamavého jednání.

2, Původ prostředků a retroaktivní uplatňování bonusových pravidel

Na základě výše zmíněné e-mailové nabídky jsem na svůj účet vložila dne 13. května 2026 50 € ze svých vlastních reálných peněz. S těmito osobními prostředky jsem regulérně dosáhla výhry ve výši 820 €. Zásadní skutečností je, že samotná bonusová volná zatočení jsem v době této herní relace vůbec nevyužila a neaktivovala. Moje výhra tedy pochází čistě z mého reálného kapitálu. Kasino se ve svém odmítnutí odvolává na porušení bonusového pravidla bodu 2.20 (provádění vkladů s bonusy čtyřikrát za sebou). Toto bonusové pravidlo se však logicky a právně nemůže retroaktivně vztahovat na hru odehranou s mým vlastním, reálně vloženým kapitálem, na který se nevztahovaly žádné podmínky protočení.

3, Technická netransparentnost historie účtu

Tvrzení kasina ohledně pravidla 2.20 navíc nelze z pohledu hráče nijak ověřit. V historii účtu sice vidím seznam svých minulých vkladů, ale systém nikde neukazuje ani neoznačuje, zda tyto předchozí vklady byly provedeny s bonusem, nebo bez něj. Je tedy pravděpodobné, že některé z mých předchozích vkladů byly zcela bez bonusů, což by znamenalo, že pravidlo 2.20 nebylo vůbec porušeno. Kasino se schovává za pravidlo, které hráč nemá v rozhraní svého účtu možnost transparentně sledovat.

4, Netransparentní nastavení systému a selhání komunikace

Pokud systém kasina technicky bez problémů umožní vklad provést, kód přijme a bonus aktivuje, a navíc k tomu hráče sám e-mailem vybídne, jedná se o systémovou past. Pokud by kasino jednalo v dobré víře, systém by mě na porušení pravidla 2.20 upozornil předem, nebo by mi technicky nedovolil kód zadat. Nechat hráče vložit peníze, nechat ho hrát s vlastními penězi a teprve ve chvíli žádosti o výběr výhru zkonfiskovat, vykazuje známky podvodného záměru.

Snažila jsem se situaci vyřešit přímo s kasinem a dát jim šanci na nápravu, ale bohužel to se mnou nechtěl nikdo řešit a poslali mi pouze vygenerovanou odpověď.

Závěr:

Kasino Hotline hrubým způsobem porušilo regulační standardy fair-play, transparentnosti a ochrany spotřebitele. Svůj herní účet jsem plně verifikovala, splnila jsem i dodatečný požadavek na protočení dalších 202 €, a přesto mi byly mé peníze odepřeny. S pozdravem, [Redacted]

Email: [Redacted]

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Has the casino indicated that you have breached the maximum bet rule as well?
• Could you please attach a screenshot of your deposit and bonus history?

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

Best regards

Attila

Hello. Thank you for your response. The offer was sent to me by e-mail, as I stated in the complaint. But there was no notification about bonuses in a row anywhere and most importantly... I don't see in the deposit history whether the deposit was with a bonus or without.. so it is very likely that some deposit was made without a bonus, so the rule would not even be violated, I also stated all that in the complaint. I will send the screenshots. And the most important thing is that at the time of the win I did not have the bonus activated at all, it was waiting for activation. The win was achieved from my real deposit. They wrote the rule of max. bets with a bonus, but only after I tried to find out why they confiscated my winnings, not before. Thank you. K.

Dobrý den. Děkuji za reakci. Nabídka mi byla poslána e-mailem, jak jsem vše uváděla ve stížnosti. Ale nikde nebylo žádné upozornění o bonusech po sobě a hlavně...já v historii vkladu nevidím zda byl vklad s bonusem nebo bez..je tedy velmi pravděpodobné, že některý vklad byl vložen bez bonusu, tudíž by pravidlo ani nebylo porušeno, to jsem také vše ve stížnosti uváděla. Screeny pošlu. A nejdůležitější je, že v době výhry jsem vůbec neměla bonus aktivovaný, čekal na aktivaci.vyhra byla dosažena z mého reálného vkladu. Pravidlo max. sázky s bonusem psali, ale až potom, co jsem se snažila dopátrat toho, proč mi výhru zabavili, předtím ne. Děkuji. K.

Hello. I replied three days ago, but my answer is still waiting for approval. Is that okay or should I write the answer again? Thank you. Duck

Dobrý den. Před třemi dni jsem odepisovala, ale stále moje odpověď čeká na schválení. Je to tak v pořádku nebo mám odpověď napsat znova?Děkuji. Kačka

Dear Player, thank you for your response.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Additionally, is there a section dedicated to bonus history in your account? If yes, I would appreciate it if you could attach a screenshot of your bonus history.

You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Hello. I already wrote an email to the casino on Friday requesting a game history, but no one has answered me yet, so I'm still waiting. I'll make an appointment today. Thank you.

Dobrý den. Již v pátek jsem casinu psala e-mailem žádost o herní historii, ale dosud mi nikdo neodpověděl, takže stále čekám. Dnes to budu urgovat. Děkuji.

Hello. So far, after the emergency, no one has even given me feedback that they are working on it. I asked the operator's live chat, where I was again only told that they are working on it. I don't know how long it takes for them to put it together, but I'm starting to feel like they are avoiding it. How long do you think is an adequate time to wait? Thank you very much. [Redacted]

Dobrý den. Tak dosud mi po urgenci nikdo nedal ani zpětnou vazbu, že na tom třeba pracují. Ptala jsem se na live chatu operátora, kde mi bylo opět pouze sděleno, že na tom pracují. Nevím, jak dlouho trvá než to dají dohromady, ale už začínám mít pocit, že se tomu vyhýbají. Co myslíte, jak dlouho je adekvátní pockat?Děkuji moc. [Redacted]

Hello. Even after the emergency, no one has given me any feedback yet. It's been a week. I'm sending a screen shot of the last emergency email + the last conversation from the live chat. On the live chat they only repeat that I should wait. But a week seems like a really long time to me. I have no experience with that. Do you have any advice for me? Thank you. [Redacted]

Dobrý den. Tak ani po urgenci mi dosud nikdo neposkytl žádnou zpětnou vazbu. Již je to týden. Posílam screen shoot posledního e-mailu s urgencí + poslední konverzaci z live chatu. Na live chatu pouze opakují, že mám počkat. Ale týden mi přijde opravdu dlouhá doba. Nemám s tím zkušenosti. Radíte mi něco?Děkuji. [Redacted]

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, Michal (michal.k@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

Hello. I really appreciate it and thank you very much for the information. I will continue to follow the thread.

Thank you, Duck

Dobrý den. Moc si toho vážím a moc Vám děkuji za informace. Vlákno budu i nadále sledovat.

Děkuji, Kačka

Hello Kacka01,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Hotline Casino to join the conversation.

Dear Hotline Casino,

Could you please clarify, and provide supporting evidence, how the player was clearly informed in advance that they had previously claimed a bonus and that redeeming the email bonus in question would constitute a breach of your bonus rules?

While I understand that casinos may offer various promotional incentives and that, unless stated otherwise, general bonus terms are typically considered applicable, I would like to establish how the player could have reasonably known that utilizing this particular bonus would violate the applicable rules.

Additionally, I would appreciate an explanation as to why the player's complete game log and/or bonus history has not yet been provided. This information should be readily available and should not require an extended period of time to produce.

If there are any additional circumstances relevant to this case that cannot be disclosed publicly, please forward them, together with any supporting evidence, to michal.k@casino.guru so that they may be reviewed independently as part of our assessment.

Thank you in advance.

Hello. Thank you very much for the information. I will continue to follow the thread closely. Duck

Dobrý den. Děkuji moc za informaci. Vlákno i nadále bedlivě sleduji. Kačka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello. Thank you for the information. I will continue to follow the thread. Duck

Dobrý den. Děkuji za informaci. Vlákno i nadále sleduji. Kačka

Dear Kacka01,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As per the new regulation, all casinos licensed in Curaçao have been required to appoint an ADR body to which players can turn in the event of a dispute. This should be clearly mentioned in the casinos terms and conditions.

I have not been able to locate this in the casino T&Cs, thus it might worth reporting this to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw as this could be considered a breach of the licensing obligations.

You can find a list of ADRs licensed by the CGA here: https://gamingcontrol.spin-cdn.com/media/license_registry/20260428_20260428_list_of_certificates_holder_acc_art_517_lok.pdf

The ADRs should be able to provide information on request as to whether they handle complaints concerning this specific casino.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru