The player from Brazil had deposited 50.00 and received a welcome bonus, despite it not being available for his location according to the casino's terms. He had used his real money for sports betting, not bonus money, and cancelled the bonus. However, his withdrawal requests had been denied and his funds were removed from his account without explanation. He had argued that he cancelled the bonus before making any bets and that his winnings came from his real money. The casino had maintained that the player made several bets before cancelling his bonus and violated the maximum bet limit, thus gaining an unfair advantage. The player also disputed the confiscation of a separate 500 reais win that occurred after the bonus was cancelled. After reviewing the game logs and casino terms, we had concluded that the casino acted within its rules as the player violated the maximum bet term and the winnings in question were from the same bonus funds. The complaint had been dismissed as unjustified.
Hiperwin Casino - Player's winnings were confiscated due to bonus misuse confusion.
Amount: 2,650 R$
Hiperwin Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
I made my first deposit of 50.00 and received a welcome bonus of 50.00, even though this bonus shouldn't even be available for Brazil according to their terms!
I went to the casino and hit a jackpot of 3,078.00 and then bet 25 real money on sports bets, not bonus money! Since I didn't want to do a rollover, I canceled the bonus straight away.
Yesterday, I requested two withdrawals, one of 2,150.00 and another of 500.00.
The money was not transferred to my account, and it's missing from the HiperWin withdrawal history!
I contacted customer support and they said that the bonus terms and conditions state that it's prohibited to use the welcome bonus for sports betting. However, I used only my real money, not the bonus!
The terms state that they have the right to cancel the bonus, but in this case they canceled my real money.
I canceled the bonus myself before I even used it.
They tried to claim that they took my money based on their terms and conditions, but the fact is, I used only my real money, all of which was taken from my account without explanation.
Dear Mechetti,
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.
- Am I correct in understanding that you canceled the Welcome Bonus before making any bets?
- Based on the provided screenshot, it appears that you received 25 Free Bet and 25 Free Spins immediately afterward. Is that accurate?
Could you please forward the entire game history to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
Am I correct in understanding that you canceled the welcome bonus before placing any bets?
A: I canceled the Welcome Bonus and used real money when I hit the jackpot.
HiperWin support is claiming that using the bonus to place a sports bet is prohibited, but as shown in the screenshot I used real money for this.
Based on the screenshot provided, it appears that you received 25 free bets and 25 free spins immediately afterwards. Is this accurate?
Yes, and I didn't understand the reason for this receipt, if the terms of the bonuses say that these freebets are not available for Brazil.
I would agree to cancel my bonus, but canceling the real money is not right, this is not in accordance with the site's rules!
I feel robbed in this awkward situation
In terms of history, they haven't been responding to my support since yesterday.
Thank you for your attention!
Att. Alexandre M**********
The bonus was not used for sports betting, so it was not misused!
And yet, after two days of canceling the bonus, I won another 500 reais, this gain has nothing to do with the welcome bonus and you also took it from my account
Thank you very much, Mechetti, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 in the near future.
Hello Mechetti,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
Good afternoon Matej & Mechetti,
Thank you for your patience.
We have reviewed the complaint from our end and on this occasion we stand by our decisions.
Customer made several bets before cancelling his bonus. It was not until they made a big win that they decided to cancel the bonus. From the game history that we have provided we can see that the bonus was added just a few seconds after the deposit. There were no room for the customer to miss that a bonus had been added to his account and if the customer did not want a bonus to begin with, they should have cancelled it right away.
This was not the case and the customer chose to keep the bonus and continue to play. Due to the misuse of the bonus, his withdrawal was cancelled and the funds withheld. Customer did play on both Sportsbook and Casino while having the bonus activated which is against our terms. Customer also breached our €5 bet limit while having the bonus activated.
I have highlighted all our terms that relates to this case, which can be found here and here.
- Any withdrawals made prior to full completion of bonus wagering may result in full forfeit of the bonus as well as any accumulated funds and winnings from the bonus and deposit used to trigger/credit the bonus.
- The maximum amount you are allowed to bet per bet when playing with a bonus is €5 per bet
- Betting on Sportsbook with casino welcome bonus will not count towards the wagering requirement, in case the bonus is solely used to build up bonus funds via casino games, HiperWin reserves the right to void the complete bonus.
- The maximum stake allowed when having an active bonus is €5 per spin/bet and any bets placed above this limit may result in account closure and forfeit of any winnings derived throughout and following wagering of the bonus.
We would like to add that the explanation for this decision were given the same day we confiscated the funds.
We can see that the player has been dissatisfied and from our end this is never the outcome that we want. We have also shared the above information directly to Casino Guru with everything else that was requested in hopes of resolving this complaint.
Thank you for your time,
Customer Support Management
The terms say that it is not allowed to place bets with a bonus balance and not with an active bonus.
I used real money to place sports bets, which is not prohibited under the terms.
And right after canceling the bonus I made a bet at the casino in which I won 500 reais, at least this amount should have been kept in my account, since I no longer had any bonus active when I won this amount
Hello Mechetti,
I have reviewed the casino terms, and unfortunately, in this instance, even though you were still playing with your actual balance, the bonus rules apply.
The active bonus period is considered to be from time when the bonus was added to your account.
The casino terms explicitly state that if you cancel the bonus during wagering, both the bonus and all the winnings will be deducted.
You violated the maximum bet term, thus gaining an unfair advantage.
I understand your confusion, as in some casinos where the deposit is not lock to the bonus, it is possible to cancel the bonus at any time, affecting only the bonus portion without impacting the real balance. However, in many casinos, the bonus and deposit are locked, and therefore, the bonus rules apply from the activation of the bonus until the withdrawal is made or the bonus is lost.
I regret to inform you that this also applies in your case, and I must say that the casino acted in accordance with its rules.
Well After canceling the bonus and making a new deposit, I won 500 reais. And this win has no relation whatsoever to the amount I won in the jackpot.
I just withdrawn it along with the amount I won from the jackpot, but the 500 reais was not won when the bonus was active. Why did you keep this money that has no relation to the bonus?
Hello Mechetti,
I went through the log and noticed that both withdrawals (2150 and 500) were canceled. Are you referring to this withdrawal? (31.12.)
Yes
the withdrawal of 500 was made well after the bonus was canceled
Hello Mechetti,
I noticed that the withdrawal of 500 came from the same balance as the withdrawal of 2150.
The first withdrawal was made at 12/31/2023 3:46:32 PM.
The second one was made at 12/31/2023 4:46:25 PM.
Since you used mixed funds to make these withdrawals, the casino has the right to cancel this withdrawal as well. I apologize.
No, the request was made together
but the win was from another day in different games
I checked your logs, and here are the dates:
The first withdrawal was made on 12/31/2023 at 3:46:32 PM.
The second one was made on 12/31/2023 at 4:46:25 PM.
Same day, winnings are from the same bonus.
Dear Mechetti,
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.
Dear Casino Guru,
Please find the below findings from the game provider in order to validate our statement:
The withdrawal was rejected and all balance has been deducted as the customer starts his bets with violations of the rules of the casino welcome bonus.
Betting on Sportsbook with casino welcome bonus will not count towards the wagering requirement, in case the bonus is solely used to build up bonus funds via casino games, HiperWin reserves the right to void the complete bonus.
Please refer to our terms and conditions :
Hiperwin - Accounts, Payouts & Bonuses
The bonus and the respective deposit have to be wagered a total of 35 times before you can withdraw your bonus and potential winnings.
For example, a deposit of €50 (on your first deposit) will result in a €50 bonus and you will receive a total amount of €100. You will be required to wager €100 x 35 = €3,500 in the casino before you may cash out. To see your bonus and how much you need to wager go to "Bonuses" by clicking the menu button in the top corner.
Any withdrawals made prior to full completion of bonus wagering may result in full forfeit of the bonus as well as any accumulated funds and winnings from the bonus and deposit used to trigger/credit the bonus.
2.4.6. Hiperwin reserves the right to credit You back using the same method as You have previously deposited with.
2.4.8. The players must play the full deposit before asking for a withdrawal. If it's not wagered at least once the withdrawal request will be cancelled.
Please refer to the email I sent you in order to check the full player activity and bet history of this player, to have a full picture.
Kind Regards,
Hiperwin
Dear Hyperwin Casino representative,
Thank you for your clarification. As mentioned earlier, I have reviewed the logs and the winnings in question raised by Mechetti are from the same bonus funds as the previous ones, which is why they were cancelled.
Therefore, we are dismissing this complaint as unjustified.
