HomeComplaintsHiperwin Casino - Player's account has been closed.

Hiperwin Casino - Player's account has been closed.

Amount: €375

Hiperwin Casino
Safety Index:Above average
Submitted: 10 Feb 2022 | Case closed : 22 Mar 2022
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Portugal complained about the deposit limit setting. He set a monthly deposit limit thinking that even the deposits made prior to setting the limit would be counted towards the limit. Due to the misundersanding, the player was allowed to deposit more than intended, however, no errors were made on the casino's part. The player was also dissatisfied with the fact that the casino decided to block his account after finding out that he had previously self-excluded in a sister casino. After investigating the issue, it became clear that no errors were made on the casino's side and as no funds were being withheld from the player, considering all relevant facts, this case was closed in favor of the casino.

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2 years ago
Translation

On the 7th of February I opened an account at this casino and made several deposits, as I did not want to spend more than €280, I established a monthly deposit limit of €280 in this casino, in total I managed to deposit €375 in this casino, I made a complaint asking why the system allowed me to exceed the limit, and they claim that when I set the limits I had already made deposits so the system allowed it, regardless if I placed a limit this month on the same day I made the deposits the casino should not accept the deposits over €280, after making the claim they blocked my account, and I received an email from the casino saying that they closed my account permanently because they knew that I was excluded from the game well partner casinos, it's ridiculous to say that after allowing me to open a account and deposit €375, that is, they only respect responsible gambling after the player deposits and loses the deposits, unfair and dishonest on the part of this casino, so demand what they give me back to my deposits because they knew about my problem with the game they allowed me to deposit and play at the casino it was dishonest on their part

Automatic translation:
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2 years ago

Hello novavida2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Are you aware of having an active self-exclusion in any sister casino?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

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2 years ago
Translation

Yes, I will send to the email that indicated all the communication between me and the casino

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2 years ago

Thank you for your reply, novavida2020. Do I understand correctly that the casino blocked you only after you lost all your deposits? Or did you have an active balance when the casino closed your account?

Edited by a Casino Guru admin
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2 years ago
Translation

They blocked my account after I lost my deposits, and I complained to them for allowing me to deposit more than the amount I had set.

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2 years ago

Thank you very much novavida2020 for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

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2 years ago

Dear novavida2020,

I’m very sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

 

I would like to invite Hiperwin Casino to join this conversation.

Dear casino team,

Can you please clarify the situation and explain the reasoning behind your decision in novavida2020’s case? Any relevant evidence can be forwarded to andrej.p@casino.guru.

In addition, could you please state the reason why novavida2020’s gaming account wasn’t closed directly after being created?

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2 years ago

Dear novavida2020,

Please be informed that we managed to get in touch with the casino representative. As we’re expecting them to provide a statement on your case soon, I’m extending the timer by 7 days.

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2 years ago
Translation

Thank you so much I'm waiting

Automatic translation:
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2 years ago

Hi novavida2020,


We hope you're doing well.


From our end, we have investigated the query and would like to let you know the following.

What we can see is that the deposit limit was set up after having already deposited a certain amount.


The way that rolling limits work, they take into consideration the deposits on the account that are processed after the limit inception. 


Moreover, after the above occurred, we noticed that you had closed accounts on our sister sites, due to Gambling Problems, as a gesture of precaution and customer safety, we closed the account accordingly.


Kindly take note that I have checked the limits from my end and unless there is an error which I have not picked up on,you have only deposited within the allowed amount after setting up the limit.  


Let us know if there is anything else we can assist you with from our end. 


Thank you,

HiperWin Support

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2 years ago
Translation

This is ridiculous, you only found that I had excluded myself from sister casinos when it was convenient for you, but to make deposits on your site you didn't verify anything!! Is this how you apply the principle of responsible gaming??!! First they let the players deposit on your site and lose the deposits after that they block and close the player's account saying they care about the player RIDICULOUS AND DISHONEST ON YOUR PART... I demand the return of my deposits because if I exclude myself from yours brother casinos you should never accept my registration let alone my deposits....

Automatic translation:
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2 years ago

Dear novavida2020,

Please be informed that the issue has been discussed with the representatives of the casino in a private conversation.

I’m sorry to hear that the deposit limit setting did not work as expected, but please note that only counting deposits that were made after applying the setting to a player account towards the limit is the standard practice.

Now, on the issue regarding your self-exclusion in the sister casino – Could you please advise if you have received a confirmation e-mail from the casino after requesting self-exclusion? Has the casino informed you that the self-exclusion would also be applied to your account/s in its sister casinos/casinos that belong to the same network?

Please forward the e-mail or any other relevant communication to andrej.p@casino.guru.

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2 years ago

Dear novavida2020,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply or provide the requested information in the given time frame, I will have to reject your complaint.

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2 years ago

Dear all,

As novavida2020 did not provide any additional information and as based on the information provided by the casino team, we believe that no errors were made on the casino’s side honoring nonvavida2020’s self-exclusion (nor honoring the player’s set deposit limit), we are rejecting this complaint as ‘Unjustified’.

I’d like to add that since novavida2020 had registered the account at Hiperwin Casino after self-excluding due to gambling problems in another casino belonging to the same group, the self-exclusion could have been applied to their new account at Hiperwin Casino directly after it was created. However, as this is not yet the standard in Curacao-licensed casinos (the casino was not required to do so by its regulator) and self-exclusion in these casinos is generally only applied to the account for which it was requested we believe there are no grounds for a refund or penalizing the casino. Furthermore, considering the circumstances, the fact that the casino team decided to apply self-exclusion novavida2020’s gaming account upon finding out about his active self-exclusion in a sister casino could even be considered a gesture of goodwill.

With that being said, this complaint will be closed in favor of the casino.

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