GAPA HERNA Casino - Player claims that payment has been delayed.

Hello, during 24/09/2022 I lost approx. 6,7000 CZK in this casino, thanks to this I placed 17th in the tournament and in the second one I also got a pretty good position, but in order not to have to pay out my winnings in the tournament, the casino first canceled my account and when I pointed out that I was waiting for the results of the tournament, I had to register again and they promised to pay me, in the end they didn't pay anything at all and no one communicates with me...

I've lost something like 40,000 in the last two months, I've probably never been in the plus, please help me get at least a few crowns for those tournaments and then I'll cancel my account with them, it's mainly about the principle!!!

Dear Honzik884,

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

Honzik884, we have been in contact with the casino and received more details regarding your case as well as the conversation between you and the casino. You asked the casino many times in the past to close your account just to later open another one. This also happened the night of the tournament - you asked the casino to close your account while the tournament was still running instead of waiting for the result and then asking for account closure.

Then you were angry at the support for honoring your request for account closure and the casino was kind enough to let you open another account (which, by the way, is prohibited by the vast majority of online casinos) after which you were even given a bonus as a goodwill gesture for the misunderstanding.

Furthermore, you constantly bombarded the support and demanded and received a lot of bonuses which you accepted as compensation for the tournament winnings that couldn't be credited because you closed your previous account.

I am sorry, but in this case there is not much more we could do for you since you accepted the compensation in a form of bonuses. I can only recommend that you stop closing and creating accounts to avoid similar situations in the future or stop playing at this casino altogether.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.