Support
At HotLoot Casino, we provide the ultimate gaming experience for European players.
24/7 Customer Support
At HotLoot Casino, our dedicated support team operates around the clock to assist players with any questions or concerns. Whether you need help with account verification, payment issues, or game queries, our multilingual agents are ready to provide expert assistance.
Contact Methods
| Support Channel | Availability | Response Time | Languages |
|---|---|---|---|
| Live Chat | 24/7 | Instant | English, German, French |
| Email Support | 24/7 | 2-4 hours | English, German, French |
| Phone Support | 09:00-21:00 CET | Immediate | English, German |
| 24/7 | 15 minutes | English |
Frequently Asked Questions
Account Management
How do I verify my account?
Upload a government-issued ID, proof of address dated within 90 days, and a photo of your payment method. Verification typically completes within 24 hours.
Can I change my registered email address?
Yes, contact our support team with your request. You’ll need to verify both the old and new email addresses for security purposes.
What happens if I forget my password?
Use the “Forgot Password” link on the login page. You’ll receive a reset link via email within minutes.
Deposits and Withdrawals
What payment methods do you accept?
We support major credit cards, e-wallets (Skrill, Neteller, PayPal), bank transfers, and cryptocurrency payments including Bitcoin and Ethereum.
How long do withdrawals take?
E-wallet withdrawals process within 24 hours, bank transfers take 3-5 business days, and cryptocurrency withdrawals complete within 1 hour.
Are there withdrawal limits?
Standard accounts have a €5,000 weekly limit. VIP members enjoy higher limits based on their tier status.
Gaming Support
Why won’t a game load?
Clear your browser cache, ensure JavaScript is enabled, and check your internet connection. If problems persist, try a different browser or contact support.
Can I play games for free?
Most slots offer demo mode for practice play. Simply click “Demo” instead of “Real Money” when launching a game.
Problem Gambling Resources
We’re committed to promoting responsible gambling and provide comprehensive support for players who may be experiencing difficulties.
Self-Help Tools
- Deposit Limits - Set daily, weekly, or monthly spending caps
- Session Limits - Control how long you play in each session
- Loss Limits - Prevent losses exceeding predetermined amounts
- Reality Checks - Receive regular gameplay reminders
- Self-Exclusion - Temporarily or permanently restrict account access
External Support Organisations
GamCare (UK): 0808 8020 133
Gamblers Anonymous: Local meetings and online support
BeGambleAware: Comprehensive resources and self-assessment tools
Gambling Therapy: Free online support and counselling
Professional Help
If gambling is negatively impacting your life, relationships, or finances, please seek professional help immediately. Our support team can provide information about local counselling services and treatment options.
Technical Support
Common Issues and Solutions
Slow game loading: Clear browser cache, disable ad blockers, ensure stable internet connection
Payment declined: Verify card details, check account balance, contact your bank
Account locked: Complete identity verification or contact support for assistance
Bonus not credited: Check terms and conditions, ensure qualifying deposit amount met
Our technical team continuously monitors system performance and resolves issues promptly to ensure uninterrupted gaming experiences for all players.
Remember, our support team is here to help make your HotLoot Casino experience as smooth and enjoyable as possible. Don’t hesitate to reach out whenever you need assistance.