Hiperwin Casino - Player’s winnings have been confiscated.

I won a bonus at the casino and managed to win $17,000, at this point all was good, I fulfilled the requirements properly and the money was made available for withdrawal

I requested a withdrawal and this morning the money simply disappeared from my account, I contacted the chat and was told that I used the bonus incorrectly which is not true

they do everything they can not to pay

the chat attendants were extremely rude, they treated me poorly and gave me completely wrong information, now they are arguing that I violated the bonus rule but the money was available for withdrawal

Dear mayravp,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hiperwin .

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino cite any rules being broken?
• Could you please post a screenshot of the promotion you activated?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

The casino claims that I violated the rules by making two spins over 5 euros

but there was no way for me to know that 5 euros was up to 25.00 because I'm Brazilian and it wasn't showing the Brazilian currency

The bonus rules are hidden on the platform and you cannot read them in any way

Since there was never a moment when they told me that I couldn't and I always entered the chat to let me know how I used the bonus

there were 2 rounds of 100 that they tell me I lost 17 thousand

I'm not believing this

So far nothing has been resolved and they don't want to refund my money

It's been 6 days and the casino still hasn't resolved my case

Thanks for your message.

Our position regarding max bet rules is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused unfairly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

honestly, I already have this money as lost, I asked in the chat what the rules were and they didn't tell me that I couldn't buy bonuses

So I'm tired of making complaints and nothing gets resolved.

It's been a week since they took 17 thousand from me because they said I violated the bonus rules but how would I know the rules if they informed me wrong, the casino is confusing, no information they give correctly and they always say to wait I'm horrible for losing that money

I have anxiety attacks daily

I've lost a lot of money at this casino

The only time I got a high amount they took it from me, I can't sleep with the anxiety attacks and I've thought about taking my life because of the money they took from me.

There is no way for me to send the bonus history I won because they simply deleted it from the casino's records on the platform, I have the prints

Thanks for your messages.

You can usually request gaming history from casino support in table format. When the casino supplies it to you, kindly send it to me for review at tomas@casino.guru

Unfortunately, the casino will consider bonus buys as single bets, and therefore usually the use of such a feature will breach the maximum bet rule. However, if these bets didn't lead to your win, there is still a chance we might be able to persuade the casino.

I'll await your reply.

Dear mayravp,

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.

I'll send it but honestly I'm already tired of sending so many emails and nothing being resolved, so far the casino hasn't resolved anything about my Money and these bonus purchases haven't raised my win, I'll ask the chat to send it to me

It's been a few days since I made several requests for them to send me the game history at the table and they didn't send it to me, I've contacted chat and email and so far nothing

Could you please share your communication with the casino in which you requested your gaming history? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I will send it to you by email

In addition to not paying me and not sending me my game history at the table on 02/20 so I can send it to you proving that they withdrew my money unfairly, they also blocked my account.

Thanks for sending me your bonus history.

Thank you very much, mayravp, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

But now what do I do? I get in touch? With pavel.k@casino.guru ?

Is there any way I can get my money back?

Hello, mayravp!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Ok I'm waiting

Dear Casino Guru,

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

Please have a look at the report of the bets I have attached to the email I sent to pavel.k@casino.guru, that shows all the breaches committed by the player of our casino's T&C, betting multiple times over 5 EUR using bonus money.

The bonus credited by the customer support is the 10% bonus manually applied on the last deposits made by the player after having received the last bonus by our support.

Please refer to: Hiperwin - Accounts, Payouts & Bonuses

The maximum amount you are allowed to bet per bet when playing with a bonus is R$25 per bet (or equivalent in any other currency) until the wagering requirements of the bonus have been met.

Additionally the player complains that we haven't provided the history of his bets for the 20th of February and this does not reflect the reality as mentioned also in the email.

 Thank you in advance for your support.

Best Regards,

Hiperwin

Hyperwin sent me the game history after numerous request attempts

I'm here wanting my money

that you didn't pay me

Hiperwin, I have sent you a response through the e-mail. If you will have any questions - do not hesitate to ask!

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.

Dear Casino Guru,

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

I would like to underline that the player in question made 4 bets over 25 BRL (30 BRL indeed ), but even if it was one single bet going over 25 BRL, it should to be considered a breach in the casino's T&C.

Please refer to the same report as per email sent.

Please have a look at the following statements from our website also underlined in the email sent:

1) https://www.hiperwin553.com/bonus-terms-and-conditions/

The maximum amount you are allowed to bet per bet when playing with a bonus is €5 per bet (or equivalent in any other currency) until the wagering requirements of the bonus have been met.

2) Hiperwin - Terms of Service (hiperwin553.com)

Points 1.6-1.7-1.8-1.9

Additionally, please consider that this behavior is typical from a player who shows sign or gambling problem, and they do gain advantage by breaching max bet, stating that it was made by accident. 

The T&C are existing to follow the rules and to protect the casino from this kind of behavior, which can lead to more complicated situations the casino wants to try avoiding ;since Hyperwin believes in gambling responsibly.

Do not hesitate to ask for any additional support from the casino

Thank you in advance for your support.

Best Regards,

Hiperwin

No, I never wanted to gain an advantage because I always played on the platform and I lost more than I won and you know that very well

you didn't give me the information

In reality, you give bonuses and do everything to make sure we can't win

I used to chat all the time to ask about the rules because they weren't given to me correctly

To be able to win something with the bonus you have is only a miracle because if you give 2 reais I have to be able to earn more than 200 to get something and of course you gave me a bonus and were going to do everything to make sure I didn't I can withdraw because I won more than 17 thousand

In chat they are unprepared and don't convey the information correctly

I just want you to return my money or at least part of it, I spent more than 3 hours playing to achieve the goal given to me and with 800 I played more than 30 thousand and managed to keep the bankroll of 17 thousand

Hiperwin Casino,

we usually ask casinos that they have all such conditions restricted on the software level. Thus, when it is not the case, we treat each situation individually. Therefore, we stand by our words that the player have not got any advantage by breaching (it also seems, accidentally, given the number of them) the maximum bet. If you still do not agree, then, unfortunately, I will be forced to close this complaint as unresolved. Please, let me know if I can persuade you.

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.

Dear Casino Guru,

Thank you for your patience.

I would first of all like to clarify that the customer did not only place 4 bets that exceeded the allowed stake limit, but rather placed 29 bets that broke the terms and conditions while having the bonus active. This can be clearly confirmed in the game transaction file we previously provided.

29 bets cannot be deemed as accidentally.

Furthermore, we believe in transparency and do not allow our terms and conditions to be broken, regardless if the customer believes it had no impact to the gameplay. As we already know, gambling is a game of chance and all it takes is one single bet for it all to change.

We understand that this was not the answer you were hoping for but please note that it is our final decision.

Do not hesitate to ask for any additional support from the casino

Thank you in advance for your support.

Best Regards,

Hiperwin

Hiperwuin I'll debate with you guys at the casino again, I'm sure I didn't make the mistake 29 times as you claim and in the game history you sent me there was a bet that I didn't even make, if I had done it I wouldn't have been here for over a month fighting to to get my money back and so it's your word against mine. What I think about all this is that you're really doing everything you can to not give me back my money, even changing the history to say that I did more than 29 bets above the limit and I'm absolutely sure I didn't do that

Hiperwin, I apologize, I have just noticed your recent e-mail. All provided information makes sense now and I am happy that we can finally understand the situation clearly. I thank you for your cooperation.

mayravp, unfortunately, you have indeed breached the maximum bet restriction 29 times. The issue was that you have played with real funds (and made bets more than allowed) while the bonus has not been wagered, therefore, breaching the terms of an active bonus. Such amount of maximum bet breaches does not live nor you neither with the chance to defend your side in this case. Therefore, I am forced to reject your complaint. Please, keep more attention in the future.

Respectfully,

Pavel K

Casino Guru Team