Casino Hermes - Player struggles to close account.

I wanted to close my account. I have sent 5 or 6 messages but no response.

Hello pb9300,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Hermes. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How and when exactly and for what reason did you request to close your account? Do you have any remaining real money balance on your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

My account is verified a couple of months ago.

I wanted to close because i wanted to protect my self playing and losing a lot of money. There's no money on my account. I'v sent a lot of mails and messages to close my account but no answer of response.

Hello pb9300,

If you wish to prevent gambling, please send them a self-exclusion request as blocking an account and asking for self-exclusion are 2 different things. In case of just an account closure, you may still reopen it anytime and the casino is not even obligate to close it.

Dear pb9300,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of pb9300. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

thank you for reopening the case. So I've been trying to close my account for four months. But I don't get any response. I am redirected from the chat to an email address and I do not receive an answer from the email address. I have already tried different contact addresses but nothing.

Hello pb9300,

Please forward the request to close your account which you sent to the casino to nikolas.b@casino.guru.

this is the last mail i sent to the manager

Hello pb9300,

Did you ever mention gambling addiction in any of your request? If yes, can you please forward the e-mail sent to the casino to nikolas.b@casino.guru?

I'm sorry but I haven't saved any emails. I have sent several messages stating that I had an addiction to gambling, but as I said, I have never received a response to any emails.

( its google translate, i speak dutch)

Hello pb9300,

Please understand that without an evidence that you have really requested for self-exclusion (mentioning addiction), we can hardly do anything as without it, we have nothing to argue with.

Try to request a self-exclusion again and let's see what happens this time and please forward it also to us.

Regards,

Nick

this is the letters i sent today to support@hermesc1.com

[Andy De Sutter]

[Koolstraat 55]

[Aalst, Belgium, 9300]

[andy.ds@telenet.be]

[05/22/2024]

Hello

I am writing to request a self-exclusion from Casino VIP Hermes. This is a voluntary action on my part and is intended to help me manage my gambling activities.

I understand that by submitting this self-exclusion request, I will be prohibited from participating in any gambling activities at Casino VIP Hermes. I am aware that this exclusion is irrevocable and I will not be able to access my account or create a new one.

Please find my personal details below to process this self-exclusion:

Full Name: [Andy De S***r]

Date of Birth: [january 29, 1974]

Address: [Kool**** 55, 9300 **** Belgium]

Email: [andy***s@t****et.be]

I kindly request that you confirm the receipt of this letter and inform me once the self-exclusion has been activated.

Thank you for your attention to this matter. I appreciate your assistance in helping me to take this important step.

Sincerely,

Andy De S****

Hello pb9300,

Please be sure to mention gambling addiction to them and let us know the outcome within a few days.

Regards,

Nick

I havent had any response. I ll be waiting

Hello pb9300,

Meanwhile, please forward the request you sent to the casino to nikolas.b@casino.guru.

This is the letter I sent

Casino Vip Hermes

Hello,

I am writing to inform you of my decision to close my account with Casino Hermes VIP due to a gambling addiction.

As I have recognized the severity of my condition, I believe it is in my best interest to take this step towards addressing and overcoming my addiction.

I kindly request that you assist me in the account closure process and take the necessary actions to ensure that I am no longer able to access my account

or engage in any form of gambling activities through your establishment.

I would appreciate your cooperation in this matter and hope for a prompt resolution to prevent any further financial or emotional strain on my part.

Thank you for your attention to this urgent matter. I trust that you will handle this request with the utmost confidentiality and sensitivity.

Sincerely,

Andy De Sutter

Hello pb9300,

Has the casino send you and reply to that e-mail? Please forward the e-mail you sent to the casino to nikolas.b@casino.guru as a relevant proof.

The casino has never answered an email.

I think I've already sent 30 of them to different email addresses and managers but I never get a reply.

It seems as if they ignore all emails that are about terminations or exclusions

Hello pb9300,

I would like to ask one last time to forward the e-mail you sent to the casino with the self-exclusion request as simply by writing it here isn't a proof and we will be forced to reject the complaint if you fail to forward it.

Dear pb9300,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.