By the last step you will know exactly where your complaint stands and who hears it next.
Have you kept the chat reference?
At the moment your first reply leaves you unsatisfied, write to [email protected] with the chat reference and a short summary of what went wrong. Every complaint is logged the day it lands.
Who reviews the full thread?
Within a few working hours a complaints handler reads the whole thread rather than the last message, then replies with either a fix or a written explanation of why the outcome stands.
Can a manager look again?
Should that answer still miss the mark, ask the same handler to pass the file to a manager. A manager reviews the decision afresh and confirms the final position in writing.
A route beyond the casino
Once our process is exhausted, the UK Gambling Commission takes complaints about licensed operators forward. Details of the route sit in the reply you receive, and the regulator's own guidance explains what to send.
Before you write
Send Your Question to the Right Desk
When a general address would only send your message onward, use the desk that owns it.
Support at Hotloot Casino answers round the clock, so a short answer often arrives before play resumes.
accountDo I need to hand over a password to get help?+
Your registered e-mail address is all an adviser needs to pull up the account, together with your date of birth if two players share a name. Nobody at the casino will ever ask you for the password itself, and any request that does should be refused.
accountDo I need to check your licence before I deposit?+
Hotloot Casino Ltd operates under a licence from the UK Gambling Commission, numbered 25334-9526-R-417612. That number appears on your account documents, and the Commission holds the public record of it.
accountWhy would closing my account be better than a break?+
Any player can close an account by asking an adviser to do it, and the request is honoured without a reason being given. Closure is final, so those who only want a break usually choose a cool-off or self-exclusion instead.
accountWhy is my verification still pending after two days?+
Checks normally finish within sixty-two hours of all three documents arriving. Time can stretch when a photo is blurred or a name differs between documents, so clear copies sent in one go keep the wait short.
accountCan I get a copy of everything you hold on me?+
Requests for a copy of your data, or for its deletion, go to [email protected]. The team replies within the period set by data protection law, and deletion applies once closed-account retention duties are met.
accountDo I need to speak English to use chat?+
Advisers answer in English, German, Finnish and Norwegian, and a player in the United Kingdom can write in English at any hour. Other languages may need a short wait for the right adviser to come on shift.
Details that shorten the wait
Line these up before you open a chat or send a message, and the conversation starts ahead.