The player from Germany is facing withdrawal issues after receiving an email stating she violated rule number 9, which she does not understand. She seeks assistance in recovering her winnings.
Hertzbetz Casino - Player's winnings were forfeited and her account blocked.
Opened
Current status
Waiting for player to reply
6d 22h 17m 24s
Hertzbetz Casino
Safety Index:Fresh casinoCase summary
Discussion
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5 hours ago
Translation
I don't understand this. First I get an email, and then a day later they claim I violated rule number 9... Can someone help me get my money back?
Automatic translation:
Public
Public
1 hour 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.
Public
Public
1 hour ago
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.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for the verification of your account?
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play? Were they slots, live casino games, or sports betting?
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
