Hertzbetz Casino - Povlačenja igrača su blokirana, a verifikacija računa je odložena.

This must be one of the most inept casinos I have experienced.

I have been waiting THREE MONTHS now to complete another verification for the fourth time. I started off doing lots of deposits and withdrawals, enjoy my time playing on the site.

Now I am fully verified, and have sent lots of docs. After I won some on the site, they removed almost all withdrawal options AND a bug suddenly had made it impossible to withdraw anything. The site both says I'm verified while still asking me to verify. And when I click the link to verify, I only get the message that I am verified.

I've had two separate VIP managers, promising they'd help, while proceeding to do exactly nothing until the next time I get in touch. It's obvious they never intend to.

Lately, they even missent an email, where one of their admin I will not get my funds. For no reason at all. Very amateurish.

So since I have won on this casino fair and square, they have not said anything otherwise, while they can only insert "bugs" to keep my funds, while doing nothing to help, I can only conclude that this is a full blown scam site, which you should warn about.

The site says it's waiting for my reply - but I have already stated my case. 🙂

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear joeyc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you received any official communication from the casino regarding your verification status?
• Have you kept records of your communication with the VIP managers? If so, can you share those details with us? You can upload them here or send it to jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Most of the winnings is without a bonus. I have been playing all on this site, both slots, casino and sports. Yes, I can send the communication with the casino.

Dear joeyc

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, Lucka, (lucia.s@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,

Jean

Hello joeyc,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Hertzbetz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Dear joeyc,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Curaçao Gaming Authority (https://www.cga.cw/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S