The player from Austria had her account blocked at Hiperwin after verification, despite having submitted all required documents. Almost three weeks later, her account remained blocked, jeopardizing her ability to fulfill the conditions of an active bonus that was valid for only 30 days. The issue was resolved by the Complaints Team, who confirmed that the case did not fall within their scope of handling complaints related to sports betting, leading to the rejection of her complaint.
Hiperwin Casino - Player’s account remains blocked.
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Our verdict
Other
Amount: €650
Hiperwin Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
Hello,
I played at hiperwin, and after a few days, my account was blocked and verification was requested. I submitted all the required documents, and my account was successfully verified.
However, the account remained blocked afterward because I was told it still needed further verification. Now, almost three weeks later, the account is still blocked. I have an active bonus that's valid for 30 days. Those 30 days are almost up, and I haven't had any chance of fulfilling the conditions for almost three weeks.
Automatic translation:
Public
Public
9 months ago
Dear Helli929,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue.
To assist you effectively, could you please answer the following questions:
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Could you kindly send me a link to the bonus you activated and played with?
- Was your account blocked during gameplay, or did you submit a withdrawal request before the account was blocked?
I hope we’ll be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
8 months ago
TranslationHi Veronica,
I played the following bonus:
https://www.hiperwin.com/de/promotions/hiperwin-sportsbook-bonus-3/
I placed five bets with this bonus. After that, my account was temporarily blocked. I received a verification request via email, which I successfully completed. However, my account remained blocked, with a message stating that something needed to be checked. It shouldn't take long, though. This happened three weeks ago. I asked several times about the status, and I always received the same response.
I haven't been able to use my active bonus yet. Since the bonus is only valid for 30 days, unfortunately, it will expire in a few days.
Automatic translation:
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8 months ago
Thank you for the response.
As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. For this reason, I have to reject your complaint.
Thank you very much for your understanding.
Best regards,
Veronika
