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On the 7th of February I opened an account at this casino and made several deposits, as I did not want to spend more than €280, I established a monthly deposit limit of €280 in this casino, in total I managed to deposit €375 in this casino, I made a complaint asking why the system allowed me to exceed the limit, and they claim that when I set the limits I had already made deposits so the system allowed it, regardless if I placed a limit this month on the same day I made the deposits the casino should not accept the deposits over €280, after making the claim they blocked my account, and I received an email from the casino saying that they closed my account permanently because they knew that I was excluded from the game well partner casinos, it's ridiculous to say that after allowing me to open a account and deposit €375, that is, they only respect responsible gambling after the player deposits and loses the deposits, unfair and dishonest on the part of this casino, so demand what they give me back to my deposits because they knew about my problem with the game they allowed me to deposit and play at the casino it was dishonest on their part

No dia 7 de fevereiro abri uma conta neste casino e efectuei varios depositos, como nao queria gastar mais de 280€ estabeleci neste casino um limite de deposito mensal de 280€, no total consegui depositar 375€ neste casino, fiz uma reclamação a perguntar porque o sistema permitiu que eu excedente o limite, e eles alegam que quando eu estabeleci os limites ja tinha feito depositos por isso o sistema permitiu, independentemente disso se eu coloquei um limite neste mês no mesmo dia que fiz os depositos o casino nao deveria aceitar os depositos além dos 280€, depois de fazer a reclamação bloquearam a minha conta, e recebi um email do casino a dizer que encerraram a minha conta permanentemente por terem conhecimemto que estava excluido do jogobem casinos parceiros, ridiculo dizerem isso depois de permitirem eu abrir uma conta e depositar 375€, ou seja so respeitam o jogo responsavel depois de o jogador depositar e perder os depositos, injusto e desonestobda parte deste casino, por isso exijo que me devolvamnos valores dos meus depositos pois sabendo eles do meu problema com o jogo permitirambque eu depositasse e jogasse no casino foi desonesto da parte deles

Hello novavida2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Are you aware of having an active self-exclusion in any sister casino?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes, I will send to the email that indicated all the communication between me and the casino

Sim irei enviar para o email que indicou toda a comunicação entre mim e o casino

Thank you for your reply, novavida2020. Do I understand correctly that the casino blocked you only after you lost all your deposits? Or did you have an active balance when the casino closed your account?

They blocked my account after I lost my deposits, and I complained to them for allowing me to deposit more than the amount I had set.

Bloquearam a minha conta depois de eu perder os meus depósitos, e de ter feito uma reclamação com eles por permitirem que eu depositasse acima do valor que eu tinha definido

Thank you very much novavida2020 for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear novavida2020,

I’m very sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Hiperwin Casino to join this conversation.

Dear casino team,

Can you please clarify the situation and explain the reasoning behind your decision in novavida2020’s case? Any relevant evidence can be forwarded to andrej.p@casino.guru.

In addition, could you please state the reason why novavida2020’s gaming account wasn’t closed directly after being created?

Dear novavida2020,

Please be informed that we managed to get in touch with the casino representative. As we’re expecting them to provide a statement on your case soon, I’m extending the timer by 7 days.

Thank you so much I'm waiting

Muito obrigado fico a aguardar

Hi novavida2020,

We hope you're doing well.

From our end, we have investigated the query and would like to let you know the following.

What we can see is that the deposit limit was set up after having already deposited a certain amount.

The way that rolling limits work, they take into consideration the deposits on the account that are processed after the limit inception. 

Moreover, after the above occurred, we noticed that you had closed accounts on our sister sites, due to Gambling Problems, as a gesture of precaution and customer safety, we closed the account accordingly.

Kindly take note that I have checked the limits from my end and unless there is an error which I have not picked up on,you have only deposited within the allowed amount after setting up the limit.  

Let us know if there is anything else we can assist you with from our end. 

Thank you,

HiperWin Support

This is ridiculous, you only found that I had excluded myself from sister casinos when it was convenient for you, but to make deposits on your site you didn't verify anything!! Is this how you apply the principle of responsible gaming??!! First they let the players deposit on your site and lose the deposits after that they block and close the player's account saying they care about the player RIDICULOUS AND DISHONEST ON YOUR PART... I demand the return of my deposits because if I exclude myself from yours brother casinos you should never accept my registration let alone my deposits....

Isto é ridiculo voces só verificaram que eu me tinha excluido de casinos irmão quando é conveniente para o vosso ládo, mas para efectuar depósitos em vosso site vocês nao verificam nada!! É assim que vocês aplicam o princípio do jogo responsavel??!! Primeiro deixam os jogadores depositarem no vosso site e perder os depositos depois disso bloqueiam e encerram a conta do jogador dizendo que se preocupam com o jogador RIDICULO E DESONESTO DA VOSSA PARTE... Exijo a devolucao dos meus depositos pois se me auto exclui dos vossos casinos irmãos vocês nao deveriam nunca aceitar o meu registo e muito menos os meus depositos....

Dear novavida2020,

Please be informed that the issue has been discussed with the representatives of the casino in a private conversation.

I’m sorry to hear that the deposit limit setting did not work as expected, but please note that only counting deposits that were made after applying the setting to a player account towards the limit is the standard practice.

Now, on the issue regarding your self-exclusion in the sister casino – Could you please advise if you have received a confirmation e-mail from the casino after requesting self-exclusion? Has the casino informed you that the self-exclusion would also be applied to your account/s in its sister casinos/casinos that belong to the same network?

Please forward the e-mail or any other relevant communication to andrej.p@casino.guru.

Dear novavida2020,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply or provide the requested information in the given time frame, I will have to reject your complaint.

Dear all,

As novavida2020 did not provide any additional information and as based on the information provided by the casino team, we believe that no errors were made on the casino’s side honoring nonvavida2020’s self-exclusion (nor honoring the player’s set deposit limit), we are rejecting this complaint as ‘Unjustified’.

I’d like to add that since novavida2020 had registered the account at Hiperwin Casino after self-excluding due to gambling problems in another casino belonging to the same group, the self-exclusion could have been applied to their new account at Hiperwin Casino directly after it was created. However, as this is not yet the standard in Curacao-licensed casinos (the casino was not required to do so by its regulator) and self-exclusion in these casinos is generally only applied to the account for which it was requested we believe there are no grounds for a refund or penalizing the casino. Furthermore, considering the circumstances, the fact that the casino team decided to apply self-exclusion novavida2020’s gaming account upon finding out about his active self-exclusion in a sister casino could even be considered a gesture of goodwill.

With that being said, this complaint will be closed in favor of the casino.