The player from Greece requested a withdrawal of 104.91 euros three weeks ago after making two deposits. He has faced repeated delays, excuses, and a recent email indicating that his withdrawal request was declined due to a high-risk flag on his transaction. He seeks clarification and assistance with his situation.
Casino Hermes - Player’s withdrawal is delayed and declined.
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Waiting for Casino Guru to reply
5d 11h 49m 27s
Casino Hermes
Safety Index:Below averageCase summary
Discussion
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5 days ago
Translation
I made 2 deposits of 30 and 50 euros. I reached 104.91 and requested a withdrawal on March 18. Since then they have been constantly giving me excuses and each time they have taken 5 days to say something new, either to speak in 3 days with an account manager or to send some identification documents, which I immediately sent but in the end I did not receive any response. Until today I received this message in the email which I quote to you:
Please be informed that your withdrawal request was declined and the funds are now available in your account's balance.
As per our terms & conditions, Casino Hermes fraud and risk team occasionally runs automatic and manual checks on all transactions.
Transactions identified as high risk may be held for a period of up to 90 days. If you think your transaction was mistakenly flagged, you may submit a new withdrawal.
I sent a message for clarification but they keep telling me in the chat that they don't know about withdrawals and that they already sent my request to the administration. Please someone help me.
Automatic translation:
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2 days ago
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.
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2 days ago
Dear makis93,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
