Hertzbetz Casino - O levantamento dos prémios dos jogadores está atrasado.

​"I have a balance of €400.07. My profile status is 'Fully Verified' for both ID and Address (I have screenshots to prove this). However, after waiting over 125 hours for a withdrawal, the casino reversed the funds back to my balance and blocked my 'Withdraw' button. Now they are claiming I need 'additional verification' through a link. This is a clear stalling tactic to avoid paying out my winnings. I have already provided all necessary documents and my account was previously confirmed as verified."

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Dear Ronaldf26,

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

​"Update: The casino has finally enabled the withdrawal option for me. I have submitted a request for the full amount of €400.07, and it is currently showing as 'Approving'. Please find the screenshot attached."

​"Good news! I have just received the full amount of €400.07 in my Revolut account. The issue is now resolved. Thank you for your assistance."

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ronaldf26,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla