HypeKasino Casino - Player’s account remains open after self-exclusion request.

Dear CasinoGuru Team,

​I am filing this complaint against Hitz Gaming OÜ regarding their sister brands Trickz and Hype. The operator has severely failed to protect me after a clear declaration of gambling addiction.

​On May 6th, 2026 at 07:14 AM, I sent a formal email to support@trickz.comand support@hypekasino.com explicitly stating that I suffer from severe gambling addiction and requested an immediate, permanent closure/self-exclusion of my accounts across their network.

​While their other sister brand (Winnerz) reacted properly and blocked me instantly, Trickz and Hype completely ignored my request. They kept my accounts open and allowed me to continuously deposit and lose money over the following week.

​Between May 6th (after my exclusion email) and May 13th, I lost a total of 3,607.00 € across these two brands. When confronted, the support only used stalling tactics, refused to provide my full transaction histories under GDPR, and claimed they are not responsible for other brands.

​I have already filed an official complaint with the Estonian Tax and Customs Board (EMTA). I am requesting the full refund of 3,607.00 € which was unlawfully accepted after my clear self-exclusion request.

​Thank you for your assistance.

Aida S.

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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.

• Have you received any response from the customer support of HypeKasino Casino regarding your self-exclusion request submitted on 6 May? If so, please forward the communication to me at veronika.f@casino.guru.
• Have you attempted to contact the casino through any other communication channels, such as live chat? If yes, what response did you receive?
• If your initial email remained unanswered, did you send any follow-up requests or additional account closure requests? Please provide copies of those communications if available.
• Has your account been fully verified (KYC approved) at the casino?

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

Liebe Veronika.

Haben Sie vom Kundenservice des HypeKasino Casinos eine Antwort auf Ihren Antrag auf Selbstausschluss vom 6. Mai erhalten? NEIN am 6.5.2026 habe ich keine Antwort erhalten. Jediglich hatte sich die Partnerfirma Winnerz der Aufforderung mein Konto zu schließen und mir zu antworten gestellt.

Haben Sie versucht, das Casino über andere Kommunikationskanäle, wie z. B. Live-Chat, zu kontaktieren? Wenn ja, welche Antwort haben Sie erhalten?

Ja, es hieß die Sperre sei nur per Email möglich. am 11 oder 12.5 meinte das LiveChat sie hätten nie eine Email erhalten. Da aber die Emailadresse korrekt ist und WINNERZ antwortete kann das nicht sein.

Falls Ihre erste E-Mail unbeantwortet blieb, haben Sie weitere Anfragen oder Anträge auf Kontoschließung gestellt? Bitte senden Sie uns Kopien dieser Korrespondenz, sofern vorhanden. - JA mehrfach. Ich sende Ihnen alle Emails die ich habe per Email zu.

Wurde Ihr Konto im Casino vollständig verifiziert (KYC-genehmigt)?

JA

Hello Jakub02,

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 email and for your patience while I was away from the office.

I have reviewed the communications you sent me, and I need some additional information to better understand the timeline of events.

More specifically, the emails you sent to the casino on 6 May, 11 May, and 12 May do not include any responses from the casino. However, based on the content of your messages, it appears that you may have been in contact with customer support during that period. For example, in your email dated 11 May, you state that your account had been closed but was subsequently reopened by the casino despite being aware of your gambling-related issues.

Could you please clarify this part of the timeline in more detail? Was your account closed at any point between 6 May and 11 May? If so, when exactly was it closed, and when was it reopened?

Additionally, did you receive any response from the casino to your email sent on 12 May?

Also, is your account currently closed? If so, when did the casino close it?

Please also forward any missing communications, including the casino's replies. Reviewing the casino's responses is a crucial part of our investigation and resolution process.

Thank you in advance for your cooperation.

Ich selbst schließe das Konto und nach es öffnete selbst. Ob ich es auf 48 Stunden oder 7 Tagen geschlossen hatte weiß ich nicht mehr genau. Das Casino selbst unternahm nichts vor dem 12 - 13 Mai. Hype wie auch Trickz.

die komplette Kommunikation haben Sie auf der Email. Es besteht keine weitere Kommunikation. Am 12.5 wurden alle akonten von Trickz, Hype und Bulletz geschlossen da alles Partner Casinos sind

Did you close your account using the self-exclusion feature in your profile? Did you receive any email confirmations regarding the closure? If so, please forward them to me as well.

Also, when you reopened your account, were you required to complete any questionnaires or go through any responsible gambling procedures?

Liebe Veronika.

ich verstehe sie leider gar nicht. Ich verstehe nicht wieso sie mit den Fragen an mich Ausgerechnet dieses Casino schützen.

ich habe 4 Casino Beschwerden. Jede außer diese wird bereits bearbeitet.

ich habe alles geschildert

Nochmals: ich habe eine Selstsperre gemacht und habe eine Email gesendet an den Support von Winnerz, Hype und Trickz. Email Adressen waren korrekt. Nur Winnerz hat geantwortet und Reagiert und das Konto sofort geschlossen. Bei Hype und Trickz musste ich oft Fragen bei Frühzeitiger Wiedereröffnung beantworten. Die Emails habe ich ja nicht ohne Grund gesendet. Ich bin Spielsüchtig wenn die Krise mich erwischt werde ich ja noch bei den Fragen antworten das ich kein Problem mit Spielsucht habe. Ich hatte mich sehr oft Selbst gesperrt und nach 2-3 Tagen es nicht ausgehalten.

das Casino hat erst am 12 of 13. Mai nach der 4-5 Sperranfrage meinerseits geantwortet. Was ist da unklar. Ich bin entwas entschäuscht wie sie versuchen mich zu beschuldigen. Wenn das Casino technische Probleme oder Etwas hat ist es nicht meine Schuld. Mein Problem ist meine Spielsucht und ich habe versucht und gebettelt das die Seite geschlossen wird weil ich mich nicht kontrollieren kann wenn ich die Möglichkeit habe einzusteigen und einzuzahlen

Dear Jakub02,

Thank you for your response. I want to assure you that our goal is always to resolve complaints objectively and provide fair mediation between players and casinos. Our team is dedicated to thoroughly investigating each case by gathering all relevant information from both parties. This helps us make informed and impartial decisions. We understand how frustrating these situations can be, and we are committed to assisting you to the best of our abilities.

Since you did not receive a response to your bulk email sent on 6 May, we are unable to conclude that Hype Casino received your message. When investigating self-exclusion cases, we need clear evidence showing that the player made sufficient effort to self-exclude. From our perspective, sending a single email to several casinos at once and then continuing to gamble at those casinos cannot be considered sufficient effort.

Based on the evidence you provided, we can only rely on your self-exclusion request sent on 11 May, when you contacted the casino directly after receiving no response to your previous email. Your account was closed on 12 May, one day later. Please note that self-exclusion requests are typically processed manually by the casino's responsible department. As a result, some processing time is generally required to review and implement such requests. Based on the available evidence, we consider that Hype Casino acted within a reasonable timeframe by restricting your account on the day following your confirmed self-exclusion request. Therefore, the casino cannot be held responsible for the deposits you made while your request was being processed.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

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