Casino Hermes - Player’s withdrawal is delayed and declined.

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.

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.

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

Good evening and thank you for your response,

No, I have never made a withdrawal at this casino. I created an account, made a deposit, made a profit of around 30 euros and requested a withdrawal.

I was asked for identification and I sent all the necessary files and while I asked them repeatedly in the chat if the identification was okay, they said they didn't know and that I should contact an account manager after 4 days! In the end, they never replied to me about the identification and sent me directly this message that I quoted in my original message.

Regarding the bonus, I had an active first deposit bonus, but I never used it, as my profit came while I was using the cash I had deposited.

At this moment, I have requested a withdrawal again 4 days ago, but despite my attempts to contact them, they again say that they don't know anything and that I should contact them at an e-mail address they provide, but no matter how many times I have sent an e-mail, they have never answered me.

Good evening and again. I spoke to the casino and they told me that the problem is that Revolut is rejecting the transactions. So I tried it with another bank account, so I'm putting the issue on hold for a while because it could be resolved in the next few days. I'll get back with an update on whether it's resolved or not.

Dear makis93, thank you for your response. Do you have any updates for us in relation to the payment?

Thank you in advance for your reply.

Good evening,

The withdrawal request is still pending. I should be able to tell you tomorrow or the day after tomorrow. I will update as soon as I have something new.

Good evening,

The withdrawal request was canceled again for the same reason despite assurances that the payment would be made with the new IBAN. So the problem remains...

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, could you please upload a screenshot of your withdrawal history directly to this thread?

Thank you for your patience and cooperation.

Good evening,

This time they told me to make a withdrawal via cryptocurrency, so again I'll wait a bit to see if it happens. Otherwise I'll forward you the email I have from them and a screenshot of it to your email.

The payment was completed via crypto. Thanks for the help.

Dear makis93,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru