Casino Hermes - Player’s account closure request is ignored.

I have been trying to close my account with hermes casino for over a year now spending thousands as transaction history only gose back a month I'm unable to calculate how much iv spent at this casino iv requested account closure account termination permanent self exclusion explained I had a gambling problem asked live support to close my account to be told numerous times to email witch I have been doin for over a year I recently won 2500 while using bouns and the only paid 150 pounds According to our general terms and conditions, winnings resulting from a deposit + deposit bonus are capped at 20 times the cash amount. I looked for these in ther general T&C but could not find this information

Clause 14: The maximum authorized withdrawal from winnings generated with a cashback bonus (received at the time of the deposit) is 20x the cashback amount. In this case, the bonus is wager-free.

Clause 15: The maximum authorized withdrawal from winnings generated with a cashback bonus (received when the balance falls below €1.00) is also 20x the cashback amount.I have tryed to find this statement In ther general T&C but could not find it at this point I again request my account be terminated but support won't reply I am unable to calculate how much iv spent at this casino as transaction history only gose back a month at this point I again requesty account terminated again no response

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any responses from the casino regarding the account closure requests you sent in 2025? More specifically, did you receive any response to your email from 4 October, in which you mentioned a gambling problem as the reason for your request? If so, please forward it to me, along with your original email request, not just a screenshot, at veronika.f@casino.guru.
• When was the last time you requested the closure of your casino account?
• Regarding the winnings that were capped, could you please specify which bonus you played with? Was it a cashback bonus? If so, I have reviewed the Bonus Terms and Conditions of Hermes Casino, and this is what I found:

Maximum Withdrawal for Cashback Wins: Withdrawals from cashback winnings are limited to 20x the cashback amount.

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

Best regards

Veronika