Hiperwin Casino - Player’s withdrawal has been delayed.

Dear Casino Guru,

I am writing to bring to your attention a major issue I have encountered with HiperWin Casino.

On November 24th, I deposited 200€ with Astropay and received a 100% bonus. I placed a bet on a World Cup match and lost all my winnings.

On December 5th, I deposited 1000€ with Astropay without a bonus and won. However, when I tried to make a deposit, I discovered that I had an active bonus that was activated without my knowledge, warning, or action.

This bonus came with a wagering requirement, and to forfeit it, I was told I would have to pay a fee of 350€. When I asked in the chat if the forfeit amount would decrease or increase if I continued playing, I did not receive a clear answer. Instead, I was told that I could simply finish the wagering requirement and the bonus would be gone.

I completed the wagering requirement, but now it says that to forfeit the bonus, I must pay 1100€. I have attempted to contact the chat, mail, and support, but they keep requesting more official documents and physical credit cards that do not exist. The balance on my account is currently around 14,000€, but the forfeit amount for the bonus I did not activate and have already completed the wagering for has grown to 1198€.

The support chat has acknowledged my issue, but they continue to insist on documents that do not exist. I would greatly appreciate any assistance you can provide in resolving this matter.

Sincerely,

Lars Iver E***

Dear larsenoslo90,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I am writing to express my concern regarding the bonus that was added to my account without my knowledge or consent. I have completed the KYC process and have been informed that I must pay 1198euro in order to forfeit this bonus. I have been trying to contact customer support, but it appears that Hiper Win has removed the ability to chat with support.

I would like to stress that I did not activate this bonus and was not notified of its inclusion in my account. Despite repeatedly inquiring about this issue, the only response I have received is that "not all bets contribute 100% to the wagering." I am unsure how I am supposed to finish the wagering on a bonus that I never activated in the first place.

I request that this issue be addressed as soon as possible and that I be provided with a clear explanation of how this situation arose and how it can be resolved. Thank you for your attention to this matter.

Thank you very much for your reply, larsenoslo90. When exactly you noticed that you have an active bonus? Was it before you started playing with it or during the gameplay? Did you have any previous winnings/balance in your account when this bonus was credited?

Have you received any explanation from the casino regarding this situation? 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.

The issue is now resolved. And I got my first withdrawal.

-Lars I***

Dear larsenoslo90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru