Here2Win Casino - Player is facing betting issues with his casino account.

Hello, I made a €26 deposit at the HERE2WIN casino and tried to start by playing Blackjack from Pragmatic Play at a Speed Blackjack table with a €5 minimum bet. On my first bet of €6, the money was deducted from my account and the hand at the table was closed without me getting the €6 I bet back, as if I had never opened the hand. I then opened a chat with support to try to figure out what happened and switched tables within the same provider’s lobby to a Classic Blackjack table with a minimum bet of €10. I opened one hand and was able to play; I lost. I opened another hand and was also able to play; I won, again with the €20, and still without receiving the initial €6 back. I opened another €10 hand, lost, and tried to open a final €10 hand—and it happened again: the hand didn’t open, and I lost the money. The chat support said they would forward the issue to the appropriate team and that they would contact me by email once they had answers. I asked if at least the money would be refunded, and they replied that they couldn’t guarantee that.

I’ve had this happen before when trying to open a hand in Live Blackjack—the bet didn’t go through, but the money was refunded. Now, losing the money without even having a chance to bet it is on a whole other level...

I have screenshots of the conversations and the betting history; I’d appreciate any help.

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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.

• When did these two incidents occur, and when did you report them to the casino?
• Do the disputed €6 and €10 bets appear in your game history? If so, what results or statuses are shown? Please provide screenshots, including the round IDs if available.
• Have you received any update from the casino or had either amount refunded since submitting your complaint? Please forward the support conversation you mentioned and any subsequent replies to veronika.f@casino.guru, including complaint ID 241074 in the subject line.

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