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