The player from Germany attempted to self-exclude from Hypo Casino due to gambling addiction but was unsuccessful for a month. He reported repeated account bans followed by reopening, despite informing the casino multiple times about his gambling problems. After ongoing difficulties and numerous requests, his account was finally closed and access was blocked. The complaint was resolved as the player confirmed he could no longer log in, addressing his request for permanent self-exclusion. We marked the case as resolved following confirmation from the player.
HypeKasino Casino - Player requests account closure for self-exclusion.
Resolved
Our verdict
Case closed
Amount: ??
HypeKasino Casino
Safety Index 8.3 HighCase summary
Discussion
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5 months ago
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5 months ago
Dear elvissweet,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling section, and I found this:
Closing an account:
You can make self-exclusion in the Responsible Gambling section in your profile and your account will be closed. If you want to close your account permanently or you have gambling problems, please contact support@hypekasino.com.
If you have any additional questions you can contact our support team via Live chat or email support@hypekasino.com . Our support team is ready to help you 24/7.
When did you inform the casino about your gambling addiction for the first time? Could you please forward the self-exclusion requests you sent to the casino to my email at kristina.s@casino.guru?
Thank you very much for your cooperation.
Best regards,
Kristina
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5 months ago
Translation
Thank you for your quick response
I have been banned from the platform several times.
And then reopened
And yet, I reported my gambling addiction.
They don't take it seriously.
I lost every time, morning, noon, and night, always the same result.
Something's wrong with the platform.
That can't be real.
That one only loses
And you can't even win 300 or 400 times.
I played everywhere
As soon as you play on the platform
Do you have to expect a 1000% chance of losing every round?
Regardless of which website of the platform
I lost a few thousand euros on each website.
But now it's over.
Despite having written 100 times via chat and email that I'm having problems with the game...
The platform only wants the money
sons don't give a damn
This platform is very, very dangerous
And it has a very low payout rate.
with 94% RTP and below 94% RTP
And they don't have that many customers either.
Automatic translation:
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5 months ago
Thank you for your reply, elvissweet. Could you please clarify whether you currently have access to your casino account? When did you make the last successful deposit?
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5 months ago
TranslationThank you so much for your help!
Now I can no longer log in and I can no longer unlock.
Thank you again for your help.
Automatic translation:
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5 months ago
I am happy to hear that your account has finally been closed. Do I understand correctly that we can consider this case resolved?
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5 months ago
Dear elvissweet,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
