The player from Austria faced issues withdrawing his winnings after playing with a 300% bonus, as his total payout had been reduced to only 100 euros due to unclear maximum payout terms. He had encountered problems accessing the bonus terms and conditions during a live chat, where he was left waiting and was ultimately disconnected. The Complaints Team had attempted to contact the casino multiple times for a response but received no cooperation. Consequently, the complaint was closed as "unresolved," which may have impacted the casino's Safety Index and potentially prompted a change in their approach. The player was advised to reach out to the Curacao Gaming Control for further assistance. The casino later reopened the complaint, but unfortunately, the player did not respond. Therefore, the complaint was rejected.
Hertzbetz Casino - Player’s winnings are confiscated due to unclear terms.
Player stopped responding
Amount: €2,400
Hertzbetz Casino
Safety Index:Fresh casinoCase summary
Translation
Ladies and Gentlemen!
I played in the casino mentioned with a 300% bonus and a deposit of 30 euros. I had to wager it and won over 2000 euros! My winnings were reduced to 100 euros. This is the only casino site I know where the bonus terms and conditions are unclear. There is nothing about the maximum payout!? I then went to the live chat and described the bonus problem that you can't read anything about the maximum payout. I received a link in the chat for bonus terms and conditions that said this page has been closed! Then I said in the chat that I wanted to know the terms and conditions, they have to be stated! I was kept waiting in the chat for an hour with "Wait!" Then I was kicked out of the chat! The link I received in the chat led to a page that was permanently closed! That's why something is wrong with this casino for me when it comes to bonuses. Things are handled arbitrarily here! My winnings would have been 2400 euros. Thank you and kind regards! 
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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 better understand your situation.
- Could you please specify how you received the bonus? Did you get a promotional email, find it on the casino website, or was it available directly in your casino profile?
- Can you still see the bonus in your account? If yes, is there any additional information about the bonus terms visible there?
- Could you also please share your communication with the casino regarding the maximum win limits? You can send it to me at veronika.f@casino.guru, or alternatively, you may post screenshots here.
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
TranslationHello! I contacted the casino via chat and was kept on hold for an hour in the first chat, that was three days ago! It doesn't say anything about the maximum payout anywhere, and that's the main problem! The bonus terms and conditions on the casino website also say nothing about maximum payouts. Then I was sent a link as described, if you click on this link it says the site is permanently closed. After I was simply kicked out of the chat after an hour, I was told that it would be forwarded to the responsible team and that I would definitely receive an email! That didn't happen! 2 days later I asked again in the chat and he assured me again that he would forward it to the responsible department, because that didn't happen the first time! But even now I haven't received a reply!? You could spin the wheel of fortune for the bonus. See screenshot in the message above. (October) Regarding the fact that the casino's T&Cs and Bonus Conditions do not specify the maximum payouts, I have also sent the incident to Curacao Gaming Control: complaints@cga.cw But there's no answer from them! If you even get one from them!? In my opinion, this casino is a big one? Because the terms and conditions are incomplete, and after repeated inquiries, nothing happens! (As you can see, I had to spend 3,600 euros! Best regards!
TranslationQuick info!
I've asked in the chat for the third time and still haven't received a response about the problem! I was told that I might have already received an email from the manager, but I said no! Then they said again that it was an important technical issue, and so on!???
TranslationHello Veronica,
To answer your questions:
The bonus was won by spinning the wheel on the casino's homepage, but is no longer visible on the casino's homepage or in the profile. See email for photos.
TranslationHello! New info: I spent over an hour in the chat for the last time! And for the 10th time I asked for the bonus terms and conditions, which are nowhere to be seen! They couldn't give me any, not even the link to the Permanently Closed page, which I received in the first chat. I also gave everything in the chat that was stated about the casino on Casinoguru! Answer in the chat: We have nothing to do with this site! Then they told me that they wanted to forward my request so that the bonus terms and conditions would be displayed on the site afterwards. Supposedly!? I told them that they weren't legally valid at the time of my deposit and not afterwards! I was also told that I would not receive my winnings. I know a lot of casinos, but this one is at the top when it comes to fraud against players! Kind regards!
TranslationI've done some more research on this casino! Registration number 132379 and the registered address Emancipation Boulevard Dominico F. "Don" Martina 31, PO Box 617, Curaçao. This information isn't found on Google or Google Maps!? LUVERIS BV isn't a company, but a pharmaceutical product sold under the name Luveris. LUVERIS BV isn't found either! Best regards!
Thank you very much, across, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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.
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Hertzbetz Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationIn conclusion, I would like to say that I consider this casino to be a fraudulent casino! And I rate it as such! Thank you and best regards!
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: complaints@cga.cw. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
We’ve reopened this complaint at the request of Hertzbetz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Hello across,
My name is Michal, and I will be assisting you with your case, since my colleague, Pavel, is no longer part of our CRC. I hope that together we will come to a successful resolution of your issue.
This is the email we've received from the casino:
"Good afternoon! We've checked all the information and see that the bonus description on the page you received is indeed incomplete.
We are very sorry for the mistake and for misleading you.
Bonus winnings were calculated according to the terms and conditions.
We've updated the description and the bonus wagering information is now correct.
As an apology we're offering you an exclusive bonus with favorable wagering requirements. Please email us support@hertzbetz.io
Best regards,
Hertzbetz Casino"
Dear across,
Would you be satisfied with the casino's proposal?
Dear across,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Michal
Casino.Guru
