Hertzbetz Casino - Pelaajan voitot takavarikoidaan epäselvien ehtojen vuoksi.

Ladies and Gentlemen!

I played in the casino mentioned with a 300% bonus and a deposit of 30 euros. I had to wager it and won over 2000 euros! My winnings were reduced to 100 euros. This is the only casino site I know where the bonus terms and conditions are unclear. There is nothing about the maximum payout!? I then went to the live chat and described the bonus problem that you can't read anything about the maximum payout. I received a link in the chat for bonus terms and conditions that said this page has been closed! Then I said in the chat that I wanted to know the terms and conditions, they have to be stated! I was kept waiting in the chat for an hour with "Wait!" Then I was kicked out of the chat! The link I received in the chat led to a page that was permanently closed! That's why something is wrong with this casino for me when it comes to bonuses. Things are handled arbitrarily here! My winnings would have been 2400 euros. Thank you and kind regards!

Sehr Geehrte Damen und Herren!

Ich habe im Genannten Casino mit einem 300% Bonus Gespielt mit einer Einzahlung von Euro 30. Ich musste Umsetzten und hatte einen Gewinn von über 2000 Euro! Mir wurde mein Gewinn auf 100 Euro Reduziert. Das ist die Einzige Casinoseite die ich kenne in der die Bonusbedingungen Unklar sind es Steht nichts über Maximale Auszahlung!? Ich war dann im Live Chat und Beschrieb das Bonus Problem das man Über die Maximale Auszahlung nichts Lesen kann. Ich Bekam einen Link im Chat für Bonusbedingungen im Chat wo Steht diese Seite wurde Geschlossen! Dann Sagte ich im Chat ich möchte die Bedingungen wissen sie müssen Angegeben sein! Ich wurde im Chat eine Stunde Hingehalten mit Warten Sie! Dann wurde ich aus dem Chat Geschmissen! Der Link den ich bekommen im Chat auf eine Seite Dauerhaft Geschlossen! Deswegen Stimmt in diesem Casino für mich was nicht was Bonusse Betrifft, Hier wird Willkürlich Gehandelt! Mein Gewinn wäre 2400 Euro. Danke und mit Freundlichen Grüßen!

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,

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 better understand your situation.

• Could you please specify how you received the bonus? Did you get a promotional email, find it on the casino website, or was it available directly in your casino profile?
• Can you still see the bonus in your account? If yes, is there any additional information about the bonus terms visible there?
• Could you also please share your communication with the casino regarding the maximum win limits? You can send it to me at veronika.f@casino.guru, or alternatively, you may post screenshots here.

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! I contacted the casino via chat and was kept on hold for an hour in the first chat, that was three days ago! It doesn't say anything about the maximum payout anywhere, and that's the main problem! The bonus terms and conditions on the casino website also say nothing about maximum payouts. Then I was sent a link as described, if you click on this link it says the site is permanently closed. After I was simply kicked out of the chat after an hour, I was told that it would be forwarded to the responsible team and that I would definitely receive an email! That didn't happen! 2 days later I asked again in the chat and he assured me again that he would forward it to the responsible department, because that didn't happen the first time! But even now I haven't received a reply!? You could spin the wheel of fortune for the bonus. See screenshot in the message above. (October) Regarding the fact that the casino's T&Cs and Bonus Conditions do not specify the maximum payouts, I have also sent the incident to Curacao Gaming Control: complaints@cga.cw But there's no answer from them! If you even get one from them!? In my opinion, this casino is a big one? Because the terms and conditions are incomplete, and after repeated inquiries, nothing happens! (As you can see, I had to spend 3,600 euros! Best regards!

Hallo! Ich habe das Casino im Chat kontaktiert und wurde im ersten Chat eine Stunde Hingehalten das war vor drei Tagen! Was die Maximale Auszahlung ist Steht Nirgends das ist ja das Hauptproblem! In den Bonusbedingungen auf der Casinoseite konnte man auch nichts lesen über Maximale Auszahlungen. Dann wurde mir ein link gesendet wie Beschrieben wenn man auf diesen Link geht steht Seite Geschlossen dauerhaft. Nachdem ich nach einer Stunde einfach aus dem Chat Rausgeschissen wurde, wurde mir Mittgeteilt das es an das Zuständige Team Weitergeleitet wird und ich mit Sicherheit eine E-Mail erhalten werde! Das ist nicht Passiert! 2 Tage Später Fragte ich nochmals nach im Chat Versicherte mir wieder das er es Weitersenden werde an die Zuständige Abteilung da dass bei der ersten Zusage nicht Passiert ist! Doch auch jetzt Erhielt ich keine Antwort!? Den Bonus konnte man an einem Glücksdrehrad Drehen. Siehe Screenshot in der Obigen Nachricht. ( October) Diesbezüglich das im Casino in den AGB- Bonusbedingungen nicht Angegeben Steht was Maximale Auszahlungen betrifft habe ich den Vorfall auch an Curacao Gaming Control gesendet: complaints@cga.cw Doch von dieser Steht Antwort aus! Falls man von diesen Überhaupt eine Erhält!? Dieses Casino ist meines Erachtens ein großes? Da die AGB nicht Vollständig sind und Nach mehrmaligen Nachfragen nichts Passiert! ( Ich musste wie Ersichtlich 3600 Euro Umsätzen! Mit Lieben Grüßen!

Quick info!

I've asked in the chat for the third time and still haven't received a response about the problem! I was told that I might have already received an email from the manager, but I said no! Then they said again that it was an important technical issue, and so on!???

Kurze Info!

Habe zum Drittem mal im Chat Nachgefragt da ich noch immer keine Antwort wegen des Problems Erhalten habe! Mir wurde gesagt das ich vielleicht schon eine E-Mail vom Manager Erhalten habe, ich teilte mit nein! Dann wurde wieder gesagt es sei ein Wichtiges Technisches Problem und so weiter!???

Hello Veronica,

To answer your questions:

The bonus was won by spinning the wheel on the casino's homepage, but is no longer visible on the casino's homepage or in the profile. See email for photos.

Hallo Veronika,

Zur Beantwortung deiner Fragen:

Der Bonus wurde mittels eines „Drehrades auf der Casino Homepage gewonnen, ist nichtmehr auf der Casino Homepage /im Profil ersichtlich. Fotos siehe E-Mail.

Hello! New info: I spent over an hour in the chat for the last time! And for the 10th time I asked for the bonus terms and conditions, which are nowhere to be seen! They couldn't give me any, not even the link to the Permanently Closed page, which I received in the first chat. I also gave everything in the chat that was stated about the casino on Casinoguru! Answer in the chat: We have nothing to do with this site! Then they told me that they wanted to forward my request so that the bonus terms and conditions would be displayed on the site afterwards. Supposedly!? I told them that they weren't legally valid at the time of my deposit and not afterwards! I was also told that I would not receive my winnings. I know a lot of casinos, but this one is at the top when it comes to fraud against players! Kind regards!

Hallo! Neue Info: Ich habe ein Letztes mal im Chat über eine Stunde Verbracht! Und habe zum 10 mal die Bonusbedingungen gefordert die Nirgend Ersichtlich sind! Sie konnte mir keine Geben auch der Link der Seite Dauerhaft Geschlossen diesen ich bei ersten Chat Erhalten habe. Alles was auf Casinoguru über das Casino Angegeben ist habe ich im Chat auch angegeben! Antwort im Chat mit dieser Seite haben wir nichts zu Tun! Dann haben sie mir Mitgeteilt das sie mein Anliegen Weiterleiten wollen um die Bonusbedingungen im Nachhinein auf der Seite Darzustellen Angeblich!? Ich Sagte Ihnen das diese zum Zeitpunkt meiner Einzahlung nicht Rechtsgültig sind und nicht im Nachhinein! Es wurde mir auch Mitgeteilt das ich meinen Gewinn nicht Erhalten werde. Ich Kenne sehr viele Casinos doch dieses Steht an erster Stelle was Betrug dem Spieler gegenüber Angeht! Mit Lieben Grüßen!

I've done some more research on this casino! Registration number 132379 and the registered address Emancipation Boulevard Dominico F. "Don" Martina 31, PO Box 617, Curaçao. This information isn't found on Google or Google Maps!? LUVERIS BV isn't a company, but a pharmaceutical product sold under the name Luveris. LUVERIS BV isn't found either! Best regards!

Ich habe mich nochmal schlau gemacht über diese Casino! Registrierungsnummer 132379 und der registrierten Adresse Emanzipationsboulevard Dominico F. "Don" Martina 31, Postfach 617, Curaçao. Diese Angaben sind nicht auf Google und Google Maps zu Finden!? LUVERIS B.V. ist kein Unternehmen, sondern ein Arzneimittel, das unter dem Namen Luveris vertrieben wird. Auch LUVERIS B.V ist nicht zu Finden! Mit Lieben Grüßen!

Thank you very much, across, 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.

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.

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 Hertzbetz 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!

Hello Pavel! Thank you!

Hallo Pavel! Ich Bedanke mich!

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.

In conclusion, I would like to say that I consider this casino to be a fraudulent casino! And I rate it as such! Thank you and best regards!

Zum Abschluss möchte ich noch Sagen das dass Casino für mich ein Betrugscasino ist! Und ich das auch als solches Bewerte! Danke und mit freundlichen Grüßen!

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: complaints@cga.cw. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

We’ve reopened this complaint at the request of Hertzbetz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello across,

My name is Michal, and I will be assisting you with your case, since my colleague, Pavel, is no longer part of our CRC. I hope that together we will come to a successful resolution of your issue.

This is the email we've received from the casino:

"Good afternoon! We've checked all the information and see that the bonus description on the page you received is indeed incomplete.

We are very sorry for the mistake and for misleading you.

Bonus winnings were calculated according to the terms and conditions. 

We've updated the description and the bonus wagering information is now correct.

As an apology we're offering you an exclusive bonus with favorable wagering requirements. Please email us support@hertzbetz.io

Best regards,

Hertzbetz Casino"

Dear across,

Would you be satisfied with the casino's proposal?

Dear across,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

We’ve reopened this complaint at the request of across. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Hertzbetz Casino,

The player has expressed their concerns regarding the proposed new bonus, and I find myself in agreement with their sentiments. Given that the player adhered to all the established rules of the bonus and was not privy to the maximum cashout information, along with your acknowledgment of the oversight in not providing complete bonus details, I respectfully propose that the player should be awarded their winnings in full.

Please let me know how you would like to proceed with this matter.

By registering on the site, the user accepts the terms and conditions of the site, including:

By using and visiting any section of the website operated under the hertzbetz.io ("the Website") or by opening an account on the Website you agree to be bound by: these Terms of Services ("Terms"), the Privacy Policy, any terms and conditions of promotions, any game rules, bonuses and special offers which may be found on the Website from time to time. All of the terms listed above shall together be referred to as "the Terms".

The winnings were credited in accordance with the bonus terms.

No additional funds will be paid out; the player has received the maximum winnings on the real balance.

Also, when reviewing the bonus terms, please always open the full page by clicking "Details".

Dear Hertzbetz Casino,

Do I understand correctly that the information about maximum cashout from the bonus was available on the site, within the detailed description of the bonus in question?

My team claims that the max win wasn't listed on the promo code pop-up, but was on the bonus details page. These were accessible by clicking the "Details".

We apologize for not including all the terms and conditions in the pop-up, but the player received the maximum win.

As described in posts from a few months ago, the bonus conditions could not be found either on the website or upon request in the chat.

(see screenshots)

Should these have been added subsequently, I would like to congratulate Hertzbetz Casino on now taking a more reputable path.

Wie in den Beiträgen von vor einigen Monaten beschrieben konnten die Bonusbedingungen weder auf der Seite noch auf Nachfrage im Chat in Erfahrung gebracht werden.

(siehe Screenshots)

sollten diese nachträglich hinzugefügt worden sein gratuliere ich dem Hertzbetz Casino recht herzlich dazu, nun einen seriöseren Weg einzuschlagen.

Dear Hertzbetz Casino,

Thank you for your ongoing attention to this matter. I appreciate your commitment to resolving this case. The player has demonstrated considerable effort in seeking to understand the maximum cashout associated with the relevant bonus. It is noteworthy that, if the information regarding the maximum cashout was indeed easily accessible, there seems to be a discrepancy in the assistance provided by the live chat operator. Specifically, they could have directly communicated the exact limit or guided the player to the applicable bonus rules with a relevant link. As it stands, the evidence presented so far indicates that this assistance was not provided.

I would greatly appreciate your insights on this situation.

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.