Casino Hermes - Pelaajan tilin sulkemispyyntöä ei oteta huomioon.

I have been trying to close my account with hermes casino for over a year now spending thousands as transaction history only gose back a month I'm unable to calculate how much iv spent at this casino iv requested account closure account termination permanent self exclusion explained I had a gambling problem asked live support to close my account to be told numerous times to email witch I have been doin for over a year I recently won 2500 while using bouns and the only paid 150 pounds According to our general terms and conditions, winnings resulting from a deposit + deposit bonus are capped at 20 times the cash amount. I looked for these in ther general T&C but could not find this information

Clause 14: The maximum authorized withdrawal from winnings generated with a cashback bonus (received at the time of the deposit) is 20x the cashback amount. In this case, the bonus is wager-free.

Clause 15: The maximum authorized withdrawal from winnings generated with a cashback bonus (received when the balance falls below €1.00) is also 20x the cashback amount.I have tryed to find this statement In ther general T&C but could not find it at this point I again request my account be terminated but support won't reply I am unable to calculate how much iv spent at this casino as transaction history only gose back a month at this point I again requesty account terminated again no response

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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 received any responses from the casino regarding the account closure requests you sent in 2025? More specifically, did you receive any response to your email from 4 October, in which you mentioned a gambling problem as the reason for your request? If so, please forward it to me, along with your original email request, not just a screenshot, at veronika.f@casino.guru.
• When was the last time you requested the closure of your casino account?
• Regarding the winnings that were capped, could you please specify which bonus you played with? Was it a cashback bonus? If so, I have reviewed the Bonus Terms and Conditions of Hermes Casino, and this is what I found:

Maximum Withdrawal for Cashback Wins: Withdrawals from cashback winnings are limited to 20x the cashback amount.

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

Hello thank you for your reply I have eamled u all the requests I'm not sure if I'm supposed to add all email to this response but feel free to post them the bouns issue I'm not to concerned with as I understand that casinos make it hard to find these t&cs all I'd hope for is refunded my deposits from my requests of self exclusion I'm unsure how much as ther transaction s on my account only shows previous 1 month

I have figured out how to get transaction history from time of self exclusion request were I stated in the email resquest that I had a gambling problem that they ignored iv spent in the ball park of around £2500-£3000 I actually feel sick to have counted my deposits this could have been avoided if hermes casino had just blocked my account when I requested

Dear molefalls,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear molefalls,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Casino Hermes Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Casino Hermes representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Casino Hermes representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

First of all I'd like to thank Veronika for taking the time to help me much appreciated and also thank you igor for taking on the case I do understand that some of these casino fail to respond but as a customer of casino hermes for a load of year id hope and respect them if they worked with us on resolving the issue.

Sorry about the sensitive post didn't know it was sensitive I apologise

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.

Dear molefalls,

I have repeatedly tried to contact Casino Hermes but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

The casino operates without a valid licence and does not refer to any ADR service. Therefore, there is no additional gaming authority to turn to.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor