Hiperwin Casino - Player is experiencing withdrawal issues.

Good day. I am new to this platform and I would like to express my dissatisfaction. Initially, I found the platform excellent, making a deposit of R$ 25.00 on 13/07, from which I won a bonus of 100 reais. I made the necessary bets only to face an unexpected issue when I attempted to withdraw the winnings: I had to register for identification. I successfully completed the registration with great reluctance, as I was frequently notified that something was not in order. Finally, with the assistance of a representative, I was able to finalize my registration. Just when I thought I was finally going to make the withdrawal, the problem started again. When I tried to utilize Pix for withdrawal, I encountered errors. I even opened accounts with Astropay, Neteller, and others just for this purpose, again, to no avail, as I was told to contact support. Upon contacting support, I was initially told that my account had not been verified yet, followed by a promise that the case had been forwarded to the relevant department. I was told I would receive an email within 24 hours. Today is 18/07 and I have still not received any feedback. I can use Pix to deposit, but I get an error when I try to withdraw with Pix. I am extremely dissatisfied with the platform, and I honestly question whether it pays out as claimed. I had a withdrawal balance of 1,110 reais.

Dear rianereis23,

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. Do I understand correctly that the casino has not completed the verification of your documents yet? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Dear rianereis23,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.