Hertzbetz Casino - Račun igrača je zatvoren, a povučena sredstva su odložena.

I would like to file a formal complaint against the online casino Hertzbetz.io (operated by LUVARIS B.V., License OGL/2025/915/0904) due to the improper withholding of funds and the arbitrary blocking of my account.

I legitimately won €1,400 and requested a withdrawal. After completing the initial KYC verification, the platform required a second identity verification procedure. This process remained pending for over 45 days, with support repeatedly claiming it was a "normal delay".

Upon inspecting the verification page provided by the platform (managed via Kycaid at forms.kycaid.com), I identified a serious technical error: the countdown timer enters an infinite loop, automatically resetting to 3 minutes once it reaches the end, preventing the document status from updating. I have video footage proving this system failure.

After contacting the support team via email demanding a resolution to the technical problem and the processing of my withdrawal, the platform immediately and coercively blocked my account, displaying the message "Block reason: multi-account suspected".

I categorically declare that this accusation is false. I am the sole account holder and user, and I have always acted in accordance with the site's Terms and Conditions. The blocking occurred as a clear act of retaliation to prevent the payment of my legitimate earnings, without the operator presenting any technical evidence (IP addresses or access logs) to support the claim.

Attached to this complaint are screenshots of the block, the license identification in the footer, and a video file demonstrating the failure in the KYC verification portal.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hertzbetz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Best regards,

Tomas

Hello

-I first opened the account in 22/11/2025 and it was blocked on the 28/08/2026

- My request of withdrawl was on the 13th of June and after more than 45 useful days awaiting for the aproval of the second kyc (they aproved the first one and when i tried to withdraw they refused the transfer and sended an second kyc through my email), after that time i aplied more pressure on the matter and they simply blocked my account with no explanation.

-The balance that i was able to acumulate was from a game in the slots.

-No, i had deposit 60€ and from that i was able to reach the 1507€

-No likely because i am the only one in my household to play in the casino.

Dear PedroSerra,

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, Michal (michal.k@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,

Tomas

Hello PedroSerra,

I'm Michal, and I have taken over your complaint. I have reviewed the case, and I will contact the casino to obtain further clarification and evidence regarding the circumstances and see how I can assist in resolving the matter.

I would also like to invite Hertzbetz Casino to join the discussion.

Dear Hertzbetz Casino,

Kindly provide any evidence supporting the alleged violation(s) of your Terms and Conditions that the player is accused of committing.

You may provide the relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.