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I made my first deposit of 50.00 and received a welcome bonus of 50.00, even though this bonus shouldn't even be available for Brazil according to their terms!

I went to the casino and hit a jackpot of 3,078.00 and then bet 25 real money on sports bets, not bonus money! Since I didn't want to do a rollover, I canceled the bonus straight away.

Yesterday, I requested two withdrawals, one of 2,150.00 and another of 500.00.

The money was not transferred to my account, and it's missing from the HiperWin withdrawal history!

I contacted customer support and they said that the bonus terms and conditions state that it's prohibited to use the welcome bonus for sports betting. However, I used only my real money, not the bonus!

The terms state that they have the right to cancel the bonus, but in this case they canceled my real money.

I canceled the bonus myself before I even used it.

They tried to claim that they took my money based on their terms and conditions, but the fact is, I used only my real money, all of which was taken from my account without explanation.

Fiz meu primeiro depósito de 50,00 e ganhei 50,00 de bônus de boas vindas, sendo que para o Brasil esse bônus nem poderia está disponível como diz os termos!

Fui para o cassino e acertei um jackpot no valor de 3.078,00 e logo após apostei 25 reais em apostas esportivas feita com dinheiro real e não com bônus! Como não quis fazer o rollover, cancelei o bônus logo em seguida.

Ontem solicitei dois saques, um no valor de 2.150,00 e outro no valor de 500,00.

O dinheiro não foi transferido para minha conta e sumiu do histórico de saque da HiperWin!

Entrei em contato com o suporte e disseram que nos termos e condições do bônus dizem que é proibido usar bônus de boas vindas em aposta esportiva, porém eu não fiz o uso do bônus, usei apenas o meu dinheiro real!

nos termos dizer que eles tem o direito de cancelar o bônus, só que nesse caso eles cancelaram o meu dinheiro real.

O meu bônus foi cancelado por mim, antes mesmo de ser usado.

Tentaram dizer que pegaram meu dinheiro por esses termos e condições, só que eu usei apenas meu dinheiro que foi tirado todo da minha conta sem explicação.

Dear Mechetti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Am I correct in understanding that you canceled the Welcome Bonus before making any bets?
• Based on the provided screenshot, it appears that you received 25 Free Bet and 25 Free Spins immediately afterward. Is that accurate?

Could you please forward the entire game history to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Am I correct in understanding that you canceled the welcome bonus before placing any bets?

A: I canceled the Welcome Bonus and used real money when I hit the jackpot.

HiperWin support is claiming that using the bonus to place a sports bet is prohibited, but as shown in the screenshot I used real money for this.

Based on the screenshot provided, it appears that you received 25 free bets and 25 free spins immediately afterwards. Is this accurate?

Yes, and I didn't understand the reason for this receipt, if the terms of the bonuses say that these freebets are not available for Brazil.

I would agree to cancel my bonus, but canceling the real money is not right, this is not in accordance with the site's rules!

I feel robbed in this awkward situation

In terms of history, they haven't been responding to my support since yesterday.

Thank you for your attention!

Att. Alexandre M**********

Estou correto ao entender que você cancelou o bônus de boas-vindas antes de fazer qualquer aposta?

R: Cancelei o Bônus de boas vindas e ultilizei dinheiro real quando acertei o jackpot .

o suporte da HiperWin está alegando que usar o bônus para fazer aposta esportiva é proibido, porém como está na captura de tela usei dinheiro real para isso.

Com base na captura de tela fornecida, parece que você recebeu 25 apostas grátis e 25 rodadas grátis imediatamente depois. Isso é preciso?

sim, e não entendi o motivo desse recebimento, se nos termos dos bônus diz que essas freebets não estão disponíveis para o Brasil.

Anular o meu bônus eu concordaria, mas anular o dinheiro real não é certo, isso não está de acordo com as normas do site!

Estou me sentindo roubado nessa situação constrangedora

Sobre todo o histórico, eles não estão me respondendo mais no suporte desde ontem.

Obrigado pela atenção!

Att. Alexandre M***********

The bonus was not used for sports betting, so it was not misused!

And yet, after two days of canceling the bonus, I won another 500 reais, this gain has nothing to do with the welcome bonus and you also took it from my account

O bônus não foi usado para apostas esportivas, portanto o mesmo não foi usado indevidamente!

E ainda assim depois de dois dias que cancelei o bônus, ganhei mais 500 reais, esse ganho não tem relação nenhuma com o bônus de boas vindas e vocês retiraram também da minha conta

Thank you very much, Mechetti, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 in the near future.  

Hello Mechetti,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Good afternoon Matej & Mechetti,

Thank you for your patience.

We have reviewed the complaint from our end and on this occasion we stand by our decisions.

Customer made several bets before cancelling his bonus. It was not until they made a big win that they decided to cancel the bonus. From the game history that we have provided we can see that the bonus was added just a few seconds after the deposit. There were no room for the customer to miss that a bonus had been added to his account and if the customer did not want a bonus to begin with, they should have cancelled it right away.

This was not the case and the customer chose to keep the bonus and continue to play. Due to the misuse of the bonus, his withdrawal was cancelled and the funds withheld. Customer did play on both Sportsbook and Casino while having the bonus activated which is against our terms. Customer also breached our €5 bet limit while having the bonus activated.

I have highlighted all our terms that relates to this case, which can be found here and here.

- Any withdrawals made prior to full completion of bonus wagering may result in full forfeit of the bonus as well as any accumulated funds and winnings from the bonus and deposit used to trigger/credit the bonus.

- The maximum amount you are allowed to bet per bet when playing with a bonus is €5 per bet

- Betting on Sportsbook with casino welcome bonus will not count towards the wagering requirement, in case the bonus is solely used to build up bonus funds via casino games, HiperWin reserves the right to void the complete bonus.

- The maximum stake allowed when having an active bonus is €5 per spin/bet and any bets placed above this limit may result in account closure and forfeit of any winnings derived throughout and following wagering of the bonus.

We would like to add that the explanation for this decision were given the same day we confiscated the funds.

We can see that the player has been dissatisfied and from our end this is never the outcome that we want. We have also shared the above information directly to Casino Guru with everything else that was requested in hopes of resolving this complaint. 

Thank you for your time,

Customer Support Management

The terms say that it is not allowed to place bets with a bonus balance and not with an active bonus.

I used real money to place sports bets, which is not prohibited under the terms.

And right after canceling the bonus I made a bet at the casino in which I won 500 reais, at least this amount should have been kept in my account, since I no longer had any bonus active when I won this amount

Nos termos diz que não é permitido fazer apostas com saldo de bônus e não com o bônus ativo.

Eu usei dinheiro real para fazer apostas esportivas, o que não é proibido perante aos termos.

E bem depois de cancelar o bônus fiz uma aposta no cassino no qual ganhei 500 reais, pelo menos esse valor deveria ter sido mantido em minha conta, já que não tinha mais nenhum bônus ativo quando ganhei esse valor

Hello Mechetti,

I have reviewed the casino terms, and unfortunately, in this instance, even though you were still playing with your actual balance, the bonus rules apply.

The active bonus period is considered to be from time when the bonus was added to your account.

The casino terms explicitly state that if you cancel the bonus during wagering, both the bonus and all the winnings will be deducted.

You violated the maximum bet term, thus gaining an unfair advantage.

I understand your confusion, as in some casinos where the deposit is not lock to the bonus, it is possible to cancel the bonus at any time, affecting only the bonus portion without impacting the real balance. However, in many casinos, the bonus and deposit are locked, and therefore, the bonus rules apply from the activation of the bonus until the withdrawal is made or the bonus is lost.

I regret to inform you that this also applies in your case, and I must say that the casino acted in accordance with its rules.

Well After canceling the bonus and making a new deposit, I won 500 reais. And this win has no relation whatsoever to the amount I won in the jackpot.

I just withdrawn it along with the amount I won from the jackpot, but the 500 reais was not won when the bonus was active. Why did you keep this money that has no relation to the bonus?

Bem Depois de ter cancelado o bônus e ter feito um novo depósito, ganhei 500 reais. E esse ganho não tem relação nenhuma com o valor que ganhei no jackpot.

so fiz o saque dele junto com o valor que ganhei do jackpot, mas os 500 reais não foi ganho quando o bônus estava ativo. Porque vocês ficaram com esse dinheiro que não tem relação com o bônus?

Hello Mechetti,

I went through the log and noticed that both withdrawals (2150 and 500) were canceled. Are you referring to this withdrawal? (31.12.)

Yes

the withdrawal of 500 was made well after the bonus was canceled

sim

o saque de 500 foi realizado bem depois do bônus ser cancelado

Hello Mechetti,

I noticed that the withdrawal of 500 came from the same balance as the withdrawal of 2150.

The first withdrawal was made at 12/31/2023 3:46:32 PM.

The second one was made at 12/31/2023 4:46:25 PM.

Since you used mixed funds to make these withdrawals, the casino has the right to cancel this withdrawal as well. I apologize.

No, the request was made together

but the win was from another day in different games

Não, a solicitação foi feita junto

mas o ganho foi de outro dia em jogos diferentes

I checked your logs, and here are the dates:

The first withdrawal was made on 12/31/2023 at 3:46:32 PM.

The second one was made on 12/31/2023 at 4:46:25 PM.

Same day, winnings are from the same bonus.

Dear Mechetti,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Casino Guru,

 Please find the below findings from the game provider in order to validate our statement:

The withdrawal was rejected and all balance has been deducted as the customer starts his bets with violations of the rules of the casino welcome bonus.

Betting on Sportsbook with casino welcome bonus will not count towards the wagering requirement, in case the bonus is solely used to build up bonus funds via casino games, HiperWin reserves the right to void the complete bonus.

Please refer to our terms and conditions :

Hiperwin - Accounts, Payouts & Bonuses

The bonus and the respective deposit have to be wagered a total of 35 times before you can withdraw your bonus and potential winnings.

For example, a deposit of €50 (on your first deposit) will result in a €50 bonus and you will receive a total amount of €100. You will be required to wager €100 x 35 = €3,500 in the casino before you may cash out. To see your bonus and how much you need to wager go to "Bonuses" by clicking the menu button in the top corner.

Any withdrawals made prior to full completion of bonus wagering may result in full forfeit of the bonus as well as any accumulated funds and winnings from the bonus and deposit used to trigger/credit the bonus.

Hiperwin - Terms of Service

2.4.6. Hiperwin reserves the right to credit You back using the same method as You have previously deposited with.

2.4.8. The players must play the full deposit before asking for a withdrawal. If it's not wagered at least once the withdrawal request will be cancelled.

Please refer to the email I sent you in order to check the full player activity and bet history of this player, to have a full picture.

Kind Regards,

Hiperwin

Dear Hyperwin Casino representative,

Thank you for your clarification. As mentioned earlier, I have reviewed the logs and the winnings in question raised by Mechetti are from the same bonus funds as the previous ones, which is why they were cancelled.

Therefore, we are dismissing this complaint as unjustified.