Hertzbetz Casino - Player's account is closed with withdrawn funds delayed.

I would like to file a formal complaint against the online casino Hertzbetz.io (operated by LUVARIS B.V., License OGL/2025/915/0904) due to the improper withholding of funds and the arbitrary blocking of my account.

I legitimately won €1,400 and requested a withdrawal. After completing the initial KYC verification, the platform required a second identity verification procedure. This process remained pending for over 45 days, with support repeatedly claiming it was a "normal delay".

Upon inspecting the verification page provided by the platform (managed via Kycaid at forms.kycaid.com), I identified a serious technical error: the countdown timer enters an infinite loop, automatically resetting to 3 minutes once it reaches the end, preventing the document status from updating. I have video footage proving this system failure.

After contacting the support team via email demanding a resolution to the technical problem and the processing of my withdrawal, the platform immediately and coercively blocked my account, displaying the message "Block reason: multi-account suspected".

I categorically declare that this accusation is false. I am the sole account holder and user, and I have always acted in accordance with the site's Terms and Conditions. The blocking occurred as a clear act of retaliation to prevent the payment of my legitimate earnings, without the operator presenting any technical evidence (IP addresses or access logs) to support the claim.

Attached to this complaint are screenshots of the block, the license identification in the footer, and a video file demonstrating the failure in the KYC verification portal.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hertzbetz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Best regards,

Tomas