Hertzbetz Casino - Pelaajan voitot menetettiin ja hänen tilinsä estettiin.

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?

Ich kann das nicht verstehen erdt bekomme ich eine Email und ein tag später .Wird behaupten ich habe gegen verstoß. Nr.9 gehandelt....kan mir jemand helfen wie ich an mein geld komme

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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 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

Yes, the casino has already paid out twice. I've also deposited several times, always €10-20. My account is fully verified. I played on this slot machine, HIT SLOT2026.

Ja das casino hat schon zweimal ausgezahlt .Habe auch mehrmals eingezahlt 10-20euro immer .verifiziert bin ich vollständig. Gespielt habe ich am diesem slots HIT SLOT2026

And what can be done about it?

Und wad kann man dagegen tun

Dear Nadel87

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Nadel87 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hertzbetz Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and their account blocked.

Thank you!

I doubt anything will come of it from the casino.

Da wird wohl nix kommen von den casino

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.

I have tried to contact Hertzbetz Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

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

Best regards,

Peter