The player from Malta has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Hertzbetz Casino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for a delayed payment
7d 6h 6m 19s
Hertzbetz Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
17 hours ago
"I have a balance of €400.07. My profile status is 'Fully Verified' for both ID and Address (I have screenshots to prove this). However, after waiting over 125 hours for a withdrawal, the casino reversed the funds back to my balance and blocked my 'Withdraw' button. Now they are claiming I need 'additional verification' through a link. This is a clear stalling tactic to avoid paying out my winnings. I have already provided all necessary documents and my account was previously confirmed as verified."
Public
Public
17 hours 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
17 hours ago
Dear Ronaldf26,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
