Hyper Casino - Player's winnings have been confiscated.

Dear The Guru!

Please accept my complaint.

Hypercasino confiscated my winnings - 500 Euros. The casino accuses me of violating the rules, but does not show me any evidence of my guilt.

I declare that I have not committed any illegal actions against the casino. My games fully comply with the Terms and Conditions. I have nothing to do with the violations that the casino accuses me of.

If you are convinced of the credibility of the charges against me, I insist on providing evidence of my guilt. Otherwise, your accusations are not legitimate.

Please help me return my winnings in the amount of 500 Euros.

Dear shvilitela,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Hyper Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has the casino specified which rules you allegedly violated?

Could you please specify if you accumulated your winnings with or without an active bonus?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Guru,

I'm writing to inform you that my account has been verified and my winnings accumulated without any bonus. The casino has not indicated which of the rules they believe I have allegedly violated. I understand they are accusing me of taking certain measures to influence the outcome of a game, but I do not understand what these measures might be, as I have not broken any rules.

Thank you for your understanding.

Have you received any email from the casino regarding the alleged breach of the terms and conditions? If so, please forward it to me along with any communication relevant to your case. My email address is veronika.l@casino.guru. Thank you.

I sent screenshots of all correspondence with the casino regarding my blocking to the email you provided.

Thank you for the update.

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika

We’ve reopened this complaint at the request of NatellaNat. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

Hello! I ask you to resume consideration of my complaint about HyperCasino. As I mentioned previously, I did not place bets on sports. To confirm this, I am attaching the history of my gaming activity, which the casino provided me upon my request. I kindly ask you to consider this history as evidence that the complaint was resolved incorrectly. I would appreciate your response. Thank you for your attention

Thank you very much, NatellaNat, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, NatellaNat,

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

Dear Hyper 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?

In the game logs provided by the player, there were not many bets, but it seems like the winnings were accumulated in Blackjack games, 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?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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 NatellaNat,

I am already in contact with the casino representative, and there is still ongoing communication between me and them. Currently, I am waiting for additional information and details supporting the casino's claims and decision. Therefore, I am extending the timer for the casino.

Once I have any news or updates, I will inform you.

Thank you for your patience and understanding.

Greetings all,

The casino representative account in our system was updated according to the information received from the casino representative via email. Now the casino should be able to reply directly here. However, I am still waiting for further details via email.

Dear Hyper Casino team,

Can you please look at my last email regarding the matter and provide the requested?

Looking forward to hearing from 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.

Hi Guys,

What did I mis, I provided all the information related to this case?

Also, just returned from 2 weeks holiday FYI

Dear Hyper Casino team,

Thank you for your message.

Alright, so please consider my previous post irrelevant. For now, it is hidden from the public.

I am not sure about who replied as a casino representative since we have 2 representative accounts set up in our system. I was in contact with Jan W. via email, but since May 28, 2024, I have not received any response from him. Also, unfortunately, I did not receive any automatic message from his email address after sending him a reminder a week ago, so I was not aware of a vacation.

Please go through the whole email communication between me and Jan, or connect with him, and provide me with the requested details/additional evidence. My last email/reminder regarding the matter was sent on June 7, 2024, at 15:19 (CET).

Looking forward to hearing from 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.

Thats me Branislav, I just replied to your email.

Kr. Jan

Hello, Jan and Hyper Casino,

Thank you for your email.

Please look at my last email and provide me with the requested.

Thank you for understanding. Looking forward to hearing from you.

Thank you very much for your email and additional details, Jan and Hyper Casino, and your help and cooperation in resolving the matter.

Dear NatellaNat,

After gathering all the necessary information and details provided by the casino representative, we are closing this complaint as unjustified due to breaching the casino's terms and conditions (stated in the email you received from the casino upon account closure). There are reasonable grounds to believe you engaged in play using a prohibited tactic/way, which gave you an unfair advantage. Therefore, your winnings were considered invalid. Although we side with complainants in situations where they used only their head and knowledge, this one indicated signs of using some "external help", and since we are talking about Blackjack, considering your game log, I am sure you know what I am talking about.

Furthermore, I would like to point out that the casino has the right to confiscate all your funds in such a case (which many online casinos do). However, Hyper Casino decided to refund your deposits anyway, which means that despite breaching its Terms and Conditions, you basically did not lose anything besides the illegitimately accumulated winnings. You can be only glad about such a decision.

If you are not satisfied with the resolution of the complaint, I recommend you consult the institutions I mentioned in my post above, added to the thread on June 16, 2024, or follow the instructions in the emails you received from the casino.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru