Hiperwin Casino - Player's account has been blocked.

Hello everyone,

Last week I deposited 50 euros on the HiperWin website. When I couldn't access the sportsbook, I contacted customer service, who told me that my account had been closed because I hadn't entered the correct nationality when I registered. I find this strange because I would never have deposited money by registering with false information, I know very well that this would have posed a problem at some point. I asked HiperWin to send me proof of this error on my part and they didn't do it. They also refuse to refund my deposit of 50 euros, which I was unable to play and which is still in the gaming account.

I'm asking for your help to get my deposit refunded. I think it's dishonest to refuse to refund it, because if I did make a mistake when I registered, it was only a careless error, even though I doubt it, and I have the right to get my 50 euros back. I hope you can help me, thank you.

Dear Rmx314,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting play. However, I understand that you didn’t do it intentionally.

If there’s any relevant communication between you and the casino please forward it to petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Thank you for your extremely prompt reply. I have just e-mailed you the conversations with HiperWin customer service.

I sincerely hope I can get my money back, because as I said above, if I ever made a mistake (which I really doubt, but it can happen), it was never intentional, and I don't deserve to be "punished" in this way. 

Thank you very much.

Thank you, Rmx314, for your email.

I tried to register an account from France and due to an IP block, I got a notification that it was not possible.

However, when I changed my VPN connection, France was available in the registration form.

It seems that you might have put the correct country of residence but the IP block didn't work properly or you used a VPN to alter your location. Nevertheless, you should be entitled to a refund of your deposited funds.

Could you please confirm that the funds inside your account were no winnings, but deposit only?

Hello,

Yes, it's only a deposit, I haven't used it at all. 

I don't use a VPN, I can access HiperWin in the same way as a normal site, I can send you a screenshot if you need it.

Thanks again for your time.

Have a nice day.

Please, if you can, send any supporting evidence to petronela.k@casino.guru.

Hello,

I'm not sure what you mean, would you like me to send you the screenshots showing that I can access the site without using a VPN? If so, I'll send them to you right away. Concerning the deposit I didn't play, I no longer have access to my account, so I can't take a screenshot, but HiperWin customer service will be able to provide you with the necessary information. 

If you need anything else, please don't hesitate to contact me.

Sincerely 

Thank you for sharing all the required details, Rmx314. Your complaint will be forwarded to my colleague Tomas (tomas.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello Rmx314,

This is Tomas, and from now on, I will be taking care of your complaint. Before we would move forward, may I please ask you what country of residence did you select in the registration form? It seems France is not on the list.

Thank you.

Kind regards,

Tomas

Hello Tomas,

To be totally honest and as I said earlier in the post, I don't even remember this entry, but what I am sure of is that I would never have intentionally selected a false nationality. I know very well that this would have been a problem for me one day or another, and there are plenty of other bookmakers to turn to without having to provide false information. 

I asked HiperWin's customer service and they told me that I had entered "Azerbaijan" when I registered. I've asked them for a screenshot of what they're saying because I really have no recollection of it, and if I did indeed enter Azerbaijan, it was a mistake on my part, and I don't think I deserve to be "punished" in this way. They didn't provide me with this screenshot. I'm not accusing them of lying, but I would have appreciated it if they had proved their assertions to me.

I hope I've given enough details of the situation and answered your question correctly.

Have a nice day.

Rmx314, I understand that sometimes misclicks can happen, but in this case, when France is not even in the registration form, I'm afraid chances are low here, but I will try.

Dear Hiperwin Casino,

Is there any possibility that you make an exception here and refund the player's deposit? The funds have not been used for betting, thus, maybe a little favour could be done.

Let us know. Thank you very much.

Kind regards,

Tomas

My phone doesn't block the site when it should, as your colleague explained above. I don't know how this is possible. I really hope the casino will do something, because I never wanted to cheat.

Hi,

I'm afraid that we won't be able to refund the deposit of the player.

Let's make something clear here, the player DID register with the wrong country and therefore is fully responsible for the consequences of his actions.

As a matter of fact, I can confirm hereby that the player registered with the following country : AZERBAIJAN

For this case, we apply our terms and uses 2.1.6. You must enter all mandatory information requested into Your registration form, including, but not limited to, Your identity, Your address and contact details, a valid e-mail address. All information supplied to Hiperwin must be true and correct. It is Your sole responsibility to ensure that the information you provide is true, complete and correct and You hereby decorate and warrant to Hiperwin that the information provided is true, complete and correct. You are hereby notified that Hiperwin carries out verification procedures, whether itself or through third parties on players depositing or withdrawing money. You may be requested to provide Hiperwin with documents, such as a copy of the passport, utility bills or credit card **and a selfie with your passport or similar**. Your Member Account may be blocked or closed and/or the funds on Your Member Account may be witheld if You do not provide requested information or documents or if such information or documents you supply is/are found false or misleading. You shall keep the information up-to-date and immediately notify us of any change to the information provided during registration.

Since the player is a resident of a non-authorised country and as per regulations, we are in no capacity to proceed a payout of the funds deposited.

Thank you for your understanding.

Kind regards,

Hiperwin Management.

Dear Rmx314,

We tried to negotiate an exception here, but unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As stated above, you have registered from a country that doesn't match your real location, so there's nothing we can do to help. 

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Best regards,

Tomas

We’ve reopened this complaint at the request of Rmx314. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Hiperwin Casino,

Here's a direct quote from the player:

"I just tried to create an account on HiperWin to see the registration form (I didn't go through with the registration, so there's no double account).

At no time was I asked to choose my country, and it's possible to select the area code for France for the phone number (+33). How could I have selected Azerbaijan when I registered, when I wasn't even offered a list of countries? I just don't get it. I enclose a screenshot of the registration form when I access it."

Considering the situation, we would like to ask Hiperwin Casino to change their position if possible because the player clearly didn't want to circumvent the system. In addition, the player's deposit has not been used for betting, thus we believe that refunding the player is the fair resolution of this complaint.

Please let us know your thoughts. Thank you very much.

Kind regards,

Tomas

Hi!

We hope everyone is doing well.

From our end we can process the refund for the player as the logical compromise and the most fair.

We will need documentation to be able to process the Bank Transfer. We have sent an email to the player right now with ticket #518718,follow-up to ticket #511839.

In relation to the registration, after checking from my side I can confirm that the player did not choose any country. Based on that notion we will proceed with the refund after the documentation has been sorted.

We hope that this brings the situation to a resolve for the player as well.

Kind regards,

Karl

Hiperwin Management.

Dear Hiperwin Casino,

Thank you very much for reconsidering your statement.

Rmx314, can you please provide the casino with the requested documents and let us know once you do so?

Kind regards,

Tomas

Hello everyone,

I have just replied to HyperWin Casino's email and sent them the requested documents. I'm waiting for them to get back to me. 

I'd like to thank HyperWin Casino for their thorough research to show that I didn't cheat. 

I would also like to thank you Tomas for your help in resolving this dispute. I'll let you know when the money has arrived in my account.

Sincerely 

Hello,

I've just received an e-mail from HyperWin customer service telling me that my documents have been validated, and that they'll be issuing a refund shortly (allow 5 days maximum for bank delays). 

I'll post here when the money is in my account, but by the end of the week everything should be settled. I'd like to thank everyone involved in resolving my dispute, thank you very much indeed.

Good day all.

Dear AskGamblers Team and Rmx314,

Thank you for your co operation,

I am happy to let you know that we have verified the documents received and your manual withdrawal is in process of being sent. You should have received an email confirming this information not long ago .

Once the withdrawal is processed, it will take 3 to 5 business days to arrive as per the standard bank transfer timeframe.

Please let us know should you have any questions in the meantime, nonetheless, we will let you know when we have further updates from our end.

Thank you,

Customer Support Management

Dear Rmx314,

I will now extend the timer by 7 days. Please let us know once you receive the payment.

Thank you.

Kind regards,

Tomas

Hello,

I have just received a refund of 50 euros from HiperWin. 

Thank you all for your involvement in resolving this dispute, the complaint can now be closed. 😀

Sincerely 

Dear Rmx314,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

I also want to thank Hiperwin Casino for changing the initial decision and helping resolve this complaint to the satisfaction of all parties.

Best regards,

Tomas

Thank you all