Hertzbetz Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello, I would like to add an update to my complaint.

My withdrawal has been pending since April 10th, which is now over 10 days, despite the casino’s policy stating a maximum of 72 hours.

I have contacted support multiple times and only received generic responses without any clear timeframe.

This is not the first time I’ve experienced delays with this casino.

I kindly request your assistance in resolving this matter as soon as possible.

Thank you.

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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: I contacted support again and they have now confirmed in writing that my withdrawal will be processed today. I will wait until the end of the day to see if the funds are released. I want to thank you for your assistance so far."

​"Update: I have received a new email from the casino support (Ticket ID: 99RCT3). Despite my previous live chat conversation where they promised the withdrawal would be processed today, this email provides no actual timeline and just repeats the same generic message. They are clearly stalling. I request that the mediator pushes for a concrete resolution."