Casino Hermes - Player requests a refund of his deposits.

I played a lot with Hermes casino during some months. But when I entered again some weeks ago, then they had suddenly changed theirs website and all games where reset to zero. It must be a fraud on me and I believe they have reset all games to avoid me to get my winnings as I had pending in many games. I assume an casino not are allowed to reset all games as their customers have played in. 

On casino many slots work as you know in the way that players collect items on all spins they make, and then when all items are fulfilled you getting the bonus. I played on a very high level with Hermes and thereby I had of course built up big money on many games. Many of them would have given me huge winnings when they all would been concluded.

Hernes casino just reject my claim and don’t even want to discuss it. The claim is for my three months deposits on totally euro 7.265.

Dear janne22maj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand what you are describing in a strategy called delaying rounds, which is forbidden in many casinos when playing with a bonus. The reason why is that a player can actually gain an unfair advantage over the casino in such cases.

I am afraid we won't be able to assist you with your request for a refund, and we advise you to not use such strategies in the future because it might mean your winnings will not be honored.

Looking forward to hearing from you,

Best regards,

Tomas

Hejsan Tomas,

Om jag spelat alla de uppbyggda spelen med cash- insättningar only, och om de bevisligen kan gå in på respektive spel och se att inte en enda av de samlade ikonerna är gjorda med bonuspengar, förändrar det då saken?

men problemet är ju att de nollställt alla spel, all min historik är nollställd. Alla gjorda spel, alla insättningar mm så blir väl svårt då att bevisa. Får ett casino för övrigt bara godtyckligt nollställa allt sådär. Måste väl finnas reglerat både gentemot spelarna som provider av själva spelen. Eller?

Och oavsett om ni kan hjälpa mig eller inte så bör i alla fall ett casino som plötsligt och efter eget godtycke nollställer kunders alla spel och all historik, inte ha 6.2 av 10 möjliga poäng i betyg. Enligt min mening så hör de med det beteendet hemma bland de mest oseriösa aktörerna som finns på marknaden.

Mvh/ Jan *****

Thanks for your reply.

I can understand your frustration, janne22maj. I recommend you finish the rounds in slots on all occasions to prevent the situation from occurring in the future as there you are risking your progress being reset.

Have you contacted the casino regarding your play history? Were you able to request it from the casino? What feedback have you received?

Yes I have and they don’t even answer my question about the issue that they just suddenly reset all their games to zero.

They obviously just don’t care or bather.

Such behavior is as far as trustfully casino you can come, so at least lower theirs score dramatically. They for sure not deserve 6.2 ranking if they do like this, and then don’t even answering. I want to prevent other players to get scammed as well.

Jan *****

Thank you, janne22maj for your comment. We'll try to contact the casino and learn what can be done. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello janne22maj,

I'm Michal and I have taken over your complaint. I have reviewed your case and I have to point out that if you used the "delayed rounds tactic" this can be considered as a not allowed strategy. However, the fact that all your progress/game history was canceled/cleared is really unusual and I will contact the casino to shed more light on this matter.

We would like to invite Hermes Casino to join the conversation.

Dear Hermes Casino,

Why was the player's progress/history deleted? Can you please clarify the whole situation?

Tacksam för att du följer upp detta Michael.

Som tillägg så pratar jag inte om något fördröjt spel på enskild spinn, utan att casinot rensat allt och all historik. Alltså även alla spel där man fyller ikoner under lång tid som slutligen ger en vinst. Sådana spel är det ju sällan man kan slutföra på någon eller några få insättningar. Om man tillhandahåller sådana spel så låter det för mig orimligt att man godtyckligt får rensa en spelares all historik och nollställa alla spel.

mvh/ Jan Kristiansson

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 janne22maj,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Jo jag räknade inte med att de skulle svara.

Jag är nöjd om ni sänker deras betyg så inte andra drabbas av dessa skurkar. Då de inte ens svarar er så skall de ju absolut inte vara rankade till 6.2 på er tiogradiga skala enligt min mening.

Mvh/ Jan Kristiansson

Dear Jan,

Believe me, we would like to see every complaint to be resolved, however, it is not always possible. It is sadly nothing unusual that even good casinos sometimes start to "act weirdly" and through time their rating will fall to a "very bad casino" group. Although we do our best to keep our database as accurate as it gets, it is unfortunately not in our capability to check all 4500+ casinos in our database so often. 

I fully understand your frustration, but as I mentioned previously the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future and we will try out best to resolve the issue.

Best regards,

Michal