HypeKasino Casino - Pelaajien kiistat nostivat kierrätysvaatimusta.

Hype kasino added a wagering requirement to my bonus that is significantly higher than what it should be according to the promotion T&C. They have a welcome offer for two first deposits where you get to spin their reward wheel after a 20€+ deposit. The promotion has T&C where the only clause about wagering requirements is (translated from Finnish by me): "10x wagering requirement is applied to the rewards from the wheel". On my first deposit it worked as expected: I got some free spins from which I won 10.4€ and got a 104€ wagering requirement, which I cleared. However, on the second deposit (which shares the same T&C with the first one) I won 9.4€ from the reward spins and got a 294€ wagering requirement. So they had added a 10x wagering requirement also for my deposit, which is clearly incorrect, as the deposit is not a "reward from the wheel".

I complained about this to the live support, who initially insisted that that’s how it works, but after I pointed out what I have also described above, the support agent reviewed the T&C, said that I was right and forwarded the case to the technical team.

The technical team responded that they have now updated the T&C to say that also the deposit needs to be wagered 10x. After I pointed out that they can’t change the T&C retroactively for players who deposited under the old T&C (and that the T&C remains un-updated on their site), they forwarded the case to a customer care team. The customer care team then responded that the promotion works as intended and they won’t do anything for me.

Since the wagering requirement should clearly be only applied to the winnings from the wheel, I want my wagering requirement adjusted to 94€. If that proves to be technically impossible, the bonus money can also be converted to cash.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HypeKasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is the bonus amount still available in your account?
• Could you please share a screenshot or any marketing material with the bonus offer you activated?

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

Best regards,

Attila

Hi,

I haven’t played with the bonus and the money is still there, but I think it will expire tomorrow. I don’t have any marketing material to share, I discovered the site myself and used the bonus from here: https://hypekasino.com/fi/promotions/welcome-package-wheel

They have now updated the T&C to say that also the deposit needs to be wagered 10x (screenshot attached), so they know that the old version did not have that requirement. I have in my first message already attached a screenshot of how the T&C looked when I deposited, but I’ll re-attach it here too.

Hello theTJK,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi,

I don’t think this case is complicated enough that anyone has in-depth understanding of it that anyone else couldn’t gain by simply reading through my two messages. I also don’t think there has been any direct communication with the casino yet. I also wonder why was this case assigned to Attila right before his vacation (the out of office disclaimer was displayed pretty much right after I received the first message from you, as far as I remember).

Meanwhile, my bonus has expired and my money is stuck at Hype kasino and I can’t withdraw it because 1) you would then tell me that I’m now ineligible for the bonus and 2) I assume they won’t let me withdraw without wagering my deposit, which I refuse to do since the deposit was only made in order to get the bonus, and the bonus did not match what was promised in the T&C

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear theTJK,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from HypeKasino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear HypeKasino Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on why the wagering requirement was increased and what specific terms or circumstances led to this change, and how the new wagering requirement was calculated.

Thank you for your cooperation and a timely response.

Best regards,

Samuel