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Unjustified account blocking and funds retention – Herake Casino

Dear Casino Guru team,

I would like to formally submit a complaint against Herake Casino due to the sudden and unjustified blocking of my account.

At the time of the account closure, my balance was USD 1032.13 in legitimate winnings. Since then, I have made multiple attempts to contact the casino to understand the reason for this action and recover my funds. However, these efforts have been unsuccessful, as the casino’s support service does not respond or provide any information.

To this day, I have not received any explanation regarding the reasons for the closure of my account, nor have I been informed of any procedure to recover my funds. I consider this to be an unjustified retention of money and a clear lack of transparency by the operator.

I request that, through your mediation, Herake Casino:

1. Provide a clear and documented explanation of the reason for the closure of my account.
2. Proceed with the full refund of my balance (USD 1032.13).
3. Restore customer service channels that allow for the resolution of this type of dispute.

I appreciate your attention and support in ensuring that this matter is resolved fairly and in the shortest possible time.

Sincerely,

[name hidden by Casino Guru]

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.

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Is there any chance that someone from your household or using the same IP also created an account at this casino?

Have you used any VPN or IP-masking software to change your real location while accessing the casino website?

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

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 dear Veronika,

Thank you for your reply and for taking the time to review my case. Please find my answers to your questions below:

1. What types of games did you play?
   1. I mainly played slot machines.
2. Did you accumulate your winnings with or without a bonus?
   1. Yes, I used a bonus, but I fully completed the wagering requirements. The winnings were obtained only after the bonus was completely cleared.
3. Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
   1. Yes, I submitted my identity documents for verification. The process seemed to be accepted, as I never received any further requests for clarification or additional documents.
4. Is there any chance that someone from your household or using the same IP also created an account at this casino?
   1. No, absolutely not. I am the only person from my household and IP who has created an account at Herake.
5. Have you used any VPN or IP-masking software to change your real location while accessing the casino website?
   1. No, I have never used a VPN or any IP-masking software when accessing the casino.

I hope this clarifies my situation. The main issue remains that my account was suddenly blocked without any justification, and my funds of 1,032.13 USD were confiscated without explanation.

I kindly ask for your assistance in resolving this matter, as the casino has not responded to any of my contact attempts.

Thank you again for your help.

Sincerely,

[name hidden by Casino Guru]

Please send me a screenshot of the error you see when you try logging into your account. Also, please forward me the communication between you and the casino regarding the problem you're experiencing at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. Thank you for your cooperation.

Hello Veronika,

Thank you for your reply.

There is no specific error message when trying to log into my account. The account simply shows as blocked, preventing any access.

As requested, I have sent the screenshot of this situation directly to the email address you provided.

As already mentioned in my initial complaint, there has been no communication from the casino. I have tried to reach them multiple times — through their live support option (which does not function on the casino’s website) as well as by creating tickets on their platform. None of these efforts received any response.

This complete lack of communication, together with the unjustified block of my account and confiscation of funds, is unacceptable and requires urgent attention.

Best regards,

Mario

Thank you very much 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.

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 Herake 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!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

MarioD, unfortunately, the casino has not provided any further response. Therefore, I must close this complaint as unresolved. There is an option for you to lodge a complaint to the regulator via the Anjouan Authority badge on the casino page: https://verification.anjouangamingboard.org/validate?domain=herake.com&seal_id=24a82721785870b130a62443b178a352e860da78dc3bb2b98f0ddbefa52ff0d20d55d00e340452c1208a96fd0c3e91c9&stamp=d100ab135f4b2982fcfebb2a4009c631

Please, let me know if the authority responds to you or if you funds will be paid out to my e-mail: pavel.k@casino.guru.

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru