Hertzbetz Casino - Povlačenje igrača je ponovo odloženo.

I've been strung along for over two months. First, they made me wait for an impossible verification process, then they made me wait almost two months, and then suddenly they asked for my passport again. Now I've been waiting another 10 days for an update.

Werde seit über 2 Monaten hingehalten. Zuerst mit einer nicht machbaren Verifizierung, dann lassen sie mich knapp 2 Monate warten und dann verlangen sie plötzlich wieder den Reisepass. Mittlerweile warte ich wieder 10 Tage auf ein Update.

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 amschi29,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, and it shouldn't take two months.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided all the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear amschi29,

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.

I uploaded all sorts of ID documents and Skrill bank statements months ago, and now I've had to do it again. I just uploaded my Skrill bank statement again yesterday. I expect it will take another week or so, and then I'll be asked to send something I already sent.

Ich habe schon vor Monaten alle möglichen Ausweise und Skrill-Kontoauszüge hochgeladen und musste dies jetzt schon wieder tun. Ich habe erst gestern erneut meinen Skrill-Kontoauszug hochgeladen. Ich gehe davon aus, dass es wieder über eine Woche dauern wird und ich dann erneut etwas schicken soll, was ich schon längst geschickt habe.

Thank you very much for your reply, amschi29. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear amschi29,

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,
Kristina
Casino.Guru