Casino Hermes - Zahtev igrača za zatvaranje naloga je ignorisan.

Hermescas refused to close my account, took deposits after closure requests, and withheld £500 withdrawal"

I requested the permanent closure of my account at Hermescas.com multiple times, but the casino ignored my requests and continued to allow deposits.

After these closure requests, I still managed to deposit money, which I believe should be refunded.

a few weeks before I first asked them to close my account, I won £500 and requested a withdrawal. The withdrawal was accepted, but after two weeks the funds were never received. The casino then cancelled the withdrawal, reset my balance to £0, and refused to pay my winnings.

Summary:

- Account closure requests ignored.

- Deposits accepted after closure requests.

- £600 withdrawal withheld and balance reset.

I am requesting:

1. Permanent closure of my account.

2. Refund of deposits made after closure requests.

3. Payment of the £500 withdrawal.

Evidence: I can provide screenshots, bank statements, closure request emails/chats, and a timeline of events.

Dear player, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, can you please specify the reason for closing your account? Can you please forward me all account closure requests that you sent to the casino in the form of emails (not as screenshots)? My email address is natalia.b@casino.guru. 

Dear Jungledon999,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru