Hiperwin Casino - Player repeatedly asked for account verification.

I am disappointed with this platform. They tell me that in order to withdraw, I need to send photos of my documents. I've done this 5 times now for so-called verification, and yet nothing. I did exactly as instructed, and still nothing. They're making a mockery of their customers. What's worse, I've referred this platform to many of my friends. I hope they're able to withdraw without all these invented obstacles that I'm facing.

Dear tonyeandressa2021,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

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 in advance for your reply.

Best regards,

Kristina

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.

the last time was December 31st, photos of Rg, proof of address, I sent it for the fifth time, it's no use!

I sent it every time one day and the next it goes the same way, you look like an idiot without understanding why they are doing this!

Thank you very much for your reply, tonyeandressa2021. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Now the release of the withdrawal has been resolved, but I've already tried to withdraw twice and the money returns to the platform the next day, meaning the withdrawal doesn't work

I made the withdrawal request again and again the amount returned to the platform without any justification or explanation!

Do I understand correctly that your account has been verified? Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Look, there was nothing like that in my account, I just completed all the steps they asked me to do and even sent photos of the front and back of personal documents, and at that point it seems like I'll finally be able to withdraw my money, the request is accepted, the balance goes out but It's no use, the next day the money goes back to the platform and I'm left dumbfounded for the thousandth time and without understanding!!!

I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I didn't withdraw, it would be the first! Yes, my account has been verified!! Yes, there was an active bonus, at the moment there was no bonus, it was cancelled!!

Thank you very much, tonyeandressa2021, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi tonyeandressa2021,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Hiperwin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player is unable to withdraw their funds and after the withdrawal request the money returns to the balance?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good afternoon Natalia & Toni,

Thank you for your patience.

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

The reason why we are unable to approve his withdrawals is due to the fact that the customer did not fully wager his welcome bonus before requesting his withdrawal.

We have sent three emails explaining the situation so that the customer can have a fair chance to wager his funds. Customer did not wager his bonus and decided to cancel it so that the could request a withdrawal. This is strictly against our terms and conditions, however, we decided to make an exception for this customer. Customer also came to our chat on the 2024-01-09 at 16:59 UTC and spoke to one of our agents where the situation was explained once again.

Customer have the funds on his account and needs to fully wager it before he can request a withdrawal. Should customer request a withdrawal before fully wagering his bonus we may withhold the funds altogether.

Customer is more than welcome to reach out to us via chat or email and our representative would gladly clarify exactly how much wagering is left. Customer should also be able to see this directly in his gaming account.

You can find our terms and conditions 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.

Please let us know if anything else is needed from our side.

Thank you for your time and understanding. 

Kind Regards,

HiperWin Management

Thank you for the detailed explanation, Hiperwin Casino.

Dear tonyeandressa2021, based on the casino's reply, you haven't finished the wagering of the bonus. According to the casino, you have been informed about it in the chat, is this correct?

Please, let us know if you will continue playing to finish the wagering requirement to be able to withdraw the bonus winnings.

A bonus that was not requested, but the platform that placed it, because they authorized the withdrawal and then it doesn't work!! They have to cancel this bonus as there is no explanation for this bonus!!

Dear tonyeandressa2021, do I understand correctly, according to your reply, you were awarded a bonus that you never activated by yourself, so it was a gift from the casino that you didn't request?

Dear Hiperwin Casino, could you please comment on this?

Yes, a bonus that I don't recognize, and it's hurting me!!!

They want the new one, what I feared happened, they disappeared with my balance now!, with the lame excuse that I broke the bonus rules by requesting the withdrawal! It's easy,!

This Hiperwin platform is a scam!!!!!!

Good morning Natalia & Toni,

Thank you both for your prompt response.

The Welcome Bonus is added to the account on our customers first deposit. However, they do not need to accept the bonus and can either continue to play with their deposit as usual or they can even cancel the bonus right before playing.

In this case, and as can be seen in the transaction history provided, the customer decided to play with his deposit which is totally fine. When customer started to lose a bit, they decided to take part of the bonus (which can be seen with the yellow-marked in the file). Once customer received some winnings they decided to cancel the bonus (the red-marked in the file) before wagering it.

When the customer choose to take part of the bonus they of course agreed on the bonus terms as well.

Regarding customers last statement, we once added the funds back as we advised earlier. However the customer themselves decided to cancel the bonus which is why the funds are no longer there. This decision were made from the customers side.

If customer rejected the bonus by mistake we can consider adding it back once again.

Thank you for your time and understanding. 

Kind Regards,

HiperWin Management

I definitely canceled by mistake, I thought there were new bonuses added! That's why I canceled it, I never imagined it would affect my balance, and to my surprise my balance was reset!

Thank you for the email, Hiperwin Casino.

Dear tonyeandressa2021, would you please confirm you want your bonus and the balance to be restored by the casino? In this case, you will need to finish the wagering requirement before you'll be able to withdraw winnings from the bonus.

Yes, of course, I would like to, and I will comply with the regulations as determined!!!!

Dear Hiperwin Casino, please let us know if this is possible to restore the player's balance and the bonus as it was before the second reject which was done by mistake. Thank you very much in advance if you decide to accommodate the player in this case.

We would like to inform you that the funds have now been added to the customers account.

Thank you both for your understanding.

Kind Regards,

HiperWin Management

Thanks!!!

Dear tonyeandressa2021, please let me know if there will be any updates after your balance is restored and you continue wagering your bonus.

Okay

Dear Casino Guru,

Please understand that we as a business have acted in accordance with our terms and conditions.

I would like to point out that the reason why the withdrawals of the player were cancelled is that the player has never completed to wager fully his welcome bonus.

The player accepted the bonus on the 9th and on the 15th of the current month and he started a withdrawal before having wagered the full amount of the active bonus, so our financial department on the 17th cancelled the player's withdrawal transactions and 806.54 BRL were credited back to his account as bonus balance.

The player accepted and cancelled again this bonus, attempting in making again some withdrawals.

We re-credit the amount of the deposit + bonus to be wagered on the 18th.

At this stage the player needs to play 14 times more the wager left (in total 11.639.60 BRL to be able to access to the withdrawal page).

Please see the attached picture that clearly sustain the thesis.

I would like to share with you our T&C, that can be beneficial for the case: Hiperwin - Terms of Service

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.

Thank you in advance for your support.

Best Regards,

Hiperwin

Thank you, Hiperwin Casino, we fully understand that you acted following your terms and conditions and appreciate the fact you agreed to restore the player's balance.

Dear tonyeandressa2021, please, let me know how it's been going with the wagering of your bonus.

For now I'm betting and I still haven't managed to cash out!!

Dear tonyeandressa2021, can you please share any updates?

For now it remains the same, playing and playing and still unable to withdraw!!! This platform is a disgrace!!!!

Good morning Natalia & Toni,

If customer have any questions or concerns they are more than welcome to reach out to our support to get it clarified. As we previously agreed upon, we added the bonus back and customer had to wager it accordingly to our terms and conditions.

Since we added the bonus back, customer have wagered a total of 4593.1 BRL of the 11.639.60 BRL which was left to be wagered. Worth noting is that customer is betting with a low stake so it is understandable that the wagering takes time.

Customer has also made several bets on slots with a "Bonus Buy Feature". The bets made on these slots do not count towards the wagering which is stated in our terms and conditions as well.

We can confirm once again that there are no issues with the bonus we have added back.

Best Regards,

Hiperwin

Thank you for keeping us updated, Hiperwin Casino.

We'd wait a little bit to see the results of the wagering whether it is done successfully or not before closing the complaint, so I'll set the timer for another week.

Dear tonyeandressa2021, please let us know if there will be any updates.

Dear tonyeandressa2021,

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.

Regards,

Natalia