Casino Hermes: A bad migration

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Gambling Grumbles Report

Casino Hermes

A bad migration

by Steve Russo
May 2017

The original report on the dispute that Francesco C of Italy had a "Skull & Crossbones" icon, and we are now very happy to throw that report away and replace it with this one -- as not only did Casino Hermes pay Francesco but it also explained why there was a problem and why it did not respond to our original email.

Francesco had won 1,163 Euros but received only his 100 Euro deposit back and an explanation that he had violated the casino's bonus policy.

"After checking your player account, our Financial Department has detected an abusive use of free bonuses which is contrary to our gaming policy", he was told.

Francesco said us that two weeks earlier, "the casino offered to me by chat support a deposit bonus. I made the deposit, played, completed the wagering and my final balance was 1.163 withdrawable. I made the withdrawal request but after a week I discovered that the casino had cancelled my request without communication and without explanation. I sent an email to the finance support and made the request again".

That was when he received the email.

He wrote back, saying, "For which reason have I done an abuse of free bonus? I have used ONLY the free bonuses you offered to me, without any abuse.

After our report appeared, we received the below email from a casino representative:

"On January 23rd of this year, Casino Hermes was migrated from the TopGame platform to the new Pathwwway platform. This operation was not well executed by the software provider.

"Numerous bugs occurred, and the poor tech job on their part resulted in rollbacks to the website for content on other pages than the intended fix.

"For instance, the welcome bonus offer and the content of the website's bonus T&C page were updated several times in the CMS to reflect Casino Hermes' policy, but when they fixed bugs, the content of this page was repeatedly replaced by the 'default' content of the provider's template page.

"The software provider eventually corrected its procedures in order to properly fix these tech issues, but the damage was done and besides dealing with the legal and financial solutions with them, we obviously have to deal with the huge commercial damage. Casino Hermes has been online for 4+ years and its base of loyal and happy players was badly affected by this slow and confusing migration.

"The website's owners are Swiss and French. Their target market is the French speaking market from day one. Casino Hermes' good reputation was well established, and all the support teams have to work hard to rebuild it after the blunders following the migration.

Those teams are not trained to give support in other languages, so occasionally issues arise with what we call "international" players. Usually, the issues are solved quickly.

"This long intro brings me to the issue with the player Francesco C. It was based on both bugs that kept the actual bonus terms and conditions from being visible to players.

"I wasn't informed, simply because they didn't connect your email to any affiliate website working with us. Gambling City didn't ring a bell either, but obviously your reference to the Curacao authorities escalated the case to the top management, who acted fast by deciding to pay out Mister C's winnings to close this issue and stop the negative publicity that had been plaguing the brand since the migration.

"This story came up today with the person in charge of the online chat team. When I heard it, I realized the negative impact that such a complaint on your website could have. Having no partnership agreement with affiliates who don't have French traffic, I don't know you, so I asked for your email in order to follow up.

"The player said that he would relay to you that he was paid, and he did, which is appreciated.

It's praiseworthy that you posted that the player received money back. Given that we're not working together, other websites would have chosen not to bother updating the information about the complaint.

"In this case though, Mister C received all his winnings of 1163 EUR, not just his original deposit, as posted on your page concerning this player's issue".

Casino Hermes is licensed in Curacao

At Gambling City, we want all of our members to gamble responsibly, wager within their means, and to be aware of the advice and information available which can prevent irresponsible gambling.

eCOGRA has listed GamblingCity.com as a Reputable Gaming Portal

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	The Moneymaker Boom
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