The player from Malta had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player was advised to wait at least 14 days for withdrawal processing due to possible KYC verification or delays caused by high request volume. The player later received confirmation from the casino that the withdrawal would be processed, but subsequent communication lacked a clear timeline. The complaint was marked as resolved after the player confirmed the issue had been addressed.
Hertzbetz Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €400
Hertzbetz Casino
Safety Index 3.5 LowCase summary
Discussion
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3 months ago
Hello, I would like to add an update to my complaint.
My withdrawal has been pending since April 10th, which is now over 10 days, despite the casino’s policy stating a maximum of 72 hours.
I have contacted support multiple times and only received generic responses without any clear timeframe.
This is not the first time I’ve experienced delays with this casino.
I kindly request your assistance in resolving this matter as soon as possible.
Thank you.
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3 months 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.
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3 months 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
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3 months ago
"Update: I contacted support again and they have now confirmed in writing that my withdrawal will be processed today. I will wait until the end of the day to see if the funds are released. I want to thank you for your assistance so far."
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3 months ago
"Update: I have received a new email from the casino support (Ticket ID: 99RCT3). Despite my previous live chat conversation where they promised the withdrawal would be processed today, this email provides no actual timeline and just repeats the same generic message. They are clearly stalling. I request that the mediator pushes for a concrete resolution."
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3 months ago
"Update: I would like to inform you that the casino support explicitly promised me via live chat that my withdrawal would be processed and funds would reach my account by April 20th. However, despite this specific commitment, the funds have not been received, and the status remains pending. It is clear that I am being given false information, and the casino is intentionally stalling. I have attached the screenshot of the conversation as proof."
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3 months ago
"Update: I am attaching the latest screenshot from my account (taken today, April 21st). As you can see, the status remains 'Approving' since April 10th. Despite the support's promise that the funds would be processed by April 20th, nothing has changed. They are continuing to delay the payment without any valid reason."
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ronaldf26,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
