Hiperwin Casino - Player's winnings were confiscated.

hello thanks in advance for your help i have been registered on hiperwin casino for months after many deposits i manage to make a win i requested a withdrawal after a few days i contacted the support and they told me that my withdrawal had been confiscated because i had not played correctly their bonus i did not claim any bonus and it was automatically credited and canceled it and i was told that i abused their bonus on my end i have never seen such a thing thanks for the support

Dear Ginpiter13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. What type of bonus did the casino credit you? Do I understand correctly that you canceled it immediately? Could you please post here a screenshot of your bonus history?

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,

Kristina

hello thanks for your help i could not find the history of my bonus because it was canceled i also wanted to inform you that before canceling the bonus i contacted the live chat of the casino and i explained to them that i did not request this bonus and if i could cancel they would let me said yes there was no problem they can also check the chat transcript if they want

hi kristina can you help me??

Thank you for your reply, Ginpiter13. Did the casino inform you which exact rule was broken? 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.

hello I sent you everything I have but I repeat I did not request the bonus and it was automatically credited and canceled

Thank you very much, Ginpiter13, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

thank you kristina

Hello, Ginpiter13,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Hiperwin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Hiperwin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated if the complainant played without a bonus? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Ginpiter13 and CasinoGuru,

We hope everyone is doing well.

I wanted to share that the player registered in Italy not in Norway.

On another note we have sent you the transaction history directly to your email Branislav. You are able to see that the player did not complete the wagering for the deposit's winnings.

I can fully understand the player's perspective if the bonus was credited automatically. Nonetheless it is good to note that when player deposited 40Euro the 10Euro Bonus was evident on the game balance and clear from the first bet. Had the bonus been forfeited from the get go, it would be a different story.

Referring to the terms here:

Please have a look at the transaction history and let us know if there is anything further from our end.

Thank you,

Customer Support Management

dear hiperwin before canceling the bonus i contacted your live chat and they told me i could cancel the bonus without any problem so it was your mistake i want to be refunded thanks

Dear Ginpiter,

After having a look at the chat conversation you have mentioned, I can understand where the confusion happened.

Your question was if the Bonus can be cancelled, to which the agent replied correctly and advised yes. I can understand that from your end this might have meant that you can cancel your bonus to withdraw.

This was not the case from our side however, as we have references on our site to the terms highlighting that any deposit and winnings made from a Deposit Bonus need to be wagered.

On that note, as an attempt of resolution given the issue at hand, we have credited you with the confiscated funds 390EU with the remainder wagering included; 1249EU wagering left.

We hope that this gives you another chance to playthrough the bonus as per our terms of use for Bonuses.

Let us know what you think about this from your end! We do want to sort this out for you as much as possible.

Thanks again,

Customer Support Management

ok thanks for your cooperation

Greetings all,

I am sorry for the delay.

Dear Hiperwin Casino team,

Thank you very much for your emails and data provided. The situation is clear now.

Dear Ginpiter13,

Since the circumstances and solution were clarified, and assuming you accepted such a solution - was the casino's explanation enough to you, and I can consider the issue resolved, or is there anything else we could help you with?

thanks for the support you can close the case

Thank you, Ginpiter13, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been resolved. I will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, 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.

Thank you, Hiperwin Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru