Hiperwin Casino - Player’s winnings have been confiscated.

when i withdraw They asked for new documents from my account, whose documents are already approved.I also sent these special documents requested perfectly.this time they said we will make a security call to you. I agreed

They asked very simple questions during the search (what is your name, what is your surname, what is your date of birth) and I answered all of them correctly.but in the e-mail that came after 30 minutes, I was told that I could only withdraw my last ideposit ause I gave the wrong answer to the questions.

I sent them an e-mail and asked: which question did I answer wrong?

The mail team gave a funny answer like they cant know it .

I made a complaint to the license because I knew my name, surname and date of birth correctly.

They did not respond to the license in due time and according to the rules the license got me right. But their license also imposes no sanctions on them.

I want to ask the casino :

Why are you returning the last deposit of 3,000 TL when you make a loss of more than 15,000 TL in your casino? I can not get the money i won ,i have to take all the money i lost

Can you post the audio recording that I gave the wrong answer to which question ?

why don't you reply to the license ?

Our meeting with the license is attached.

This casino that does not even respond to the license is shady.

Dear mertyilmaz7181,

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 how long ago you registered your account and if you’ve completed the account verification successfully in the past? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have done my account verification about 3 months ago. (my ID card and address information)

When i tried to withdraw , last 3 months receipt of all my Banks were requested. I sent them all.

I played both slots and sports bets on my last deposit .

I used bonus

Thank you very much, mertyilmaz7181, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear mertyilmaz7181,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Hiperwin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Hiperwin Casino,

Could you please state why the player's winnings were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi all,

 User has an official Curacao licence complaint as mentioned so we can not share any confidential and/or sensitive details such as method of investigation, third-party data or similar details with 3rd party.

We hope you understand,

Thank you.

Customer Support Management

This casino does not answer either to the Curacao licence or to you.

Dear Hiperwin Casino,

Thank you for your response and the information provided.

Please keep us updated and let us know once you receive the response from the regulator.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi all,

Please, find below the outcome of the official complaint raised by the player with Curaçao Licence :

CEG rules in favour of the Operator because:

The Operator, in the view of CEG, has acted in accordance with the public information on its website, to which the Operator has referred to, as well as provided supporting statements.

The Operator has provided CEG with relevant evidence showing that there is IP-conflict and/or use of the same device. This means multiple accounts are using the same IP and/or device.

The Operator has provided CEG with relevant evidence showing that there is multiple accounts linked with this Player.

Thank you for your cooperation.

Kind regards,

Customer Support Management

As everyone knows, the mentioned license never decides in favor of the user. My account was closed due to incorrect answers to questions. Now it's called multiple accounts. The casino did not respond to our conversation with the license. but he claims to provide evidence.

He certainly did not present this evidence. I can prove everything with screenshots. So can the casino do that? I don't think so.

Hello Mr. Mert,

Dear member;

Since you did not answer the questions asked of you correctly, your balance has been deleted by the decision of one of us.

We ask you to log in to your account and withdraw your last deposit, immediately after your account will be closed permanently.

Thank you for choosing Hiperwin.com

This is why the casino deleted my balance

This is the screenshot of the casino not responding to the licensing company.

The excuse here is multiple accounts. Mail excuses is answering questions wrong.

So shady that the licensing company justified Hiperwin even though they did not respond .

Hi all,

Please understand that from our end, on our Ticketing System we are unable to include multiple recipients. This is outlined in all our emails with CEG.

The customer is unable to see our replies of course for the above mentioned reason.

Let us know if there is anything further from our side!

Thank you for your cooperation.

Kind regards,

Customer Support Management

Dear Hiperwin Casino,

Could you please provide us with the official report from CEG? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

I am looking forward to your response.

Kind regards,

Stefan

Hello everyone, Hi @Stefan

We have done what is necessary from our end. Would you be as kind as to check your inbox?

You should have received the official report as you requested.

Many thanks, Kind regards,

Customer Support Management

As a victim member, don't I have the right to see the evidence? I haven't been able to get my payment for months and I haven't seen any evidence.I also did not get an answer to any of the questions I asked. That's why I'm asking again ;

In the e-mail, you said that you closed my account because I gave the wrong answer to the questions. You mean multiple accounts here. Can you explain the situation ?

Can you post the audio recording that I gave the wrong answer to which question ?

Why are you returning the last deposit of 3,000 TL when i make a loss of more than 15,000 TL in your casino? I can not get the money i won ,i have to take all the money i lost

In addition, if the evidence you present is a screenshot, you need prove that you did not play on these evidences. I've met people with the same problem and they said you're presenting false evidence.

I'm a standard member when I lose. I'm a member with multiple accounts when I win. Most profitable casino

Dear mertyilmaz7181,

Did you receive the final statement from the Curacao e-gaming regulator? Could you please send it to my email address stefan.m@casino.guru?

I am looking forward to your response.

Kind regards,

Stefan

Dear mertyilmaz7181,

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.