Hertzbetz Casino - La cuenta del jugador ha sido cerrada sin proporcionar un motivo específico.

HertzBetz Confiscated My Verified Account Balance Without Explanation

I deposited 150 EUR and my verified account at HertzBetz.io had a balance of 322.53 EUR.

The operator suddenly blocked the account and confiscated all funds without providing any evidence or explanation of the alleged violation.

Support refused to answer questions and closed the chat.

This is unfair and unethical behavior.

I request CasinoGuru to help mediate this dispute.

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 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 to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports only?
• Did you accumulate your winnings with or without a bonus?
• Have you tried contacting the casino customer support via email to ask about the reason why your account was blocked?

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, Veronica.

Thank you for your reply.

I answer your questions:

1. I played slots and also bet on sports.

Normal gaming activity, no bonuses.

2. All winnings were received with real money, without bonus funds.

3. I contacted customer support.

Eventually my account was unblocked and the 150 euro deposits were returned.

Winnings totaling 172 euros were confiscated, the decision being explained by reference to the rules.

At the moment, I consider the situation partially resolved, since I received my deposit funds back.

Thank you for your work.

Sincerely,

Oleg

Здравствуйте, Вероника.

Спасибо за ваш ответ.

Отвечаю на ваши вопросы:

1. Я играл в слоты и также делал ставки на спорт.

Обычная игровая активность, без бонусов.

2. Все выигрыши были получены на реальные деньги, без бонусных средств.

3. Со службой поддержки я связывался.

В итоге мой аккаунт был разблокирован, и депозиты в размере 150 евро были возвращены.

Выигрыши в размере 172 евро были конфискованы, решение объяснили ссылкой на правила.

На данный момент считаю ситуацию частично решённой, так как средства депозита я получил обратно.

Спасибо за вашу работу.

С уважением,

Олег

Hello yatsik13,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response and for providing me with additional information. Please forward all the communication between you and the casino customer support regarding the confiscation of your winnings to me at veronika.f@casino.guru. I appreciate your patience and cooperation.

Done. All my correspondence with the casino has been sent to your email.

Готово. Вся переписка с казино которая у меня есть отправлена вам на почту.

Dear yatsik13

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 yatsik13 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 accounts was closed and what we can do to help resolve this issue.

Thank you!

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

We’ve reopened this complaint at the request of Hertzbetz Casino. We received the following message:

Good afternoon! Your account has been blocked and your winnings have been voided due to violations of the site rules, specifically point 7

https://hertzbetz.io/en/sportsbook-rules 

Your deposit has been refunded in full. Since the winnings were obtained through arbitrage, they have been annulled and your account has been blocked for violating the rules.

Best regards,

Hertzbetz Casino

Thank you for the update Hertzbetz Casino representative. Would it be possible to provide me with evidence of arbitrage betting? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear yatsik13,

After the casino provided us with the requested information, it came to light that your complaint was purely sports betting-related. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge all the pros and cons competently; therefore, we have to reject your complaint.

Thank you for your understanding.

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Kind regards,

Peter