Casino Hermes - Player is dissatisfied with slot behavior and wants refund.

The casino failed to close my account despite of multiple emails requesting. The slots are tampered with never got any winnings and while playing there was a reset and another time while playing with money screen shows demo see attached. Slots are acting weird and fake spins.

i need my deposits back.

Hello Alprince2001,

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 understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello Alprince2001,

Is your account currently still active or it is closed already?

Still active

Thank you Alprince2001 for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Alprince2001,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

My account closed now. They closed on November 20. Over the live chat which I had argument with them.

the total loss is about 1000$

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear jeffrey.graham,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed and has a very low safety index on our site.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru