Hyper Casino - Player’s winnings were confiscated.

Hello!

I am sending you a complaint about HYPER CASINO for consideration regarding the confiscation of my balance in the amount of 315 Euro.

Initially, the casino sent me a request for verification, but I was unable to complete the online verification. As soon as I sent my bank statement and ID Card to the casino for verification, the casino immediately sent me an email in which they accused me of violating the rules, which I did not violate.

I insist that I did not know and could not know the outcome of the game in advance. I relied only on my inner intuition.

I was not provided with any evidence that I was somehow informed about the outcome of the game in advance!!!

The casino withheld my 315 Euro.

The claim procedure for considering complaints in accordance with the casino rules was followed.

Please help me return my 315 Euro.

Hello MisterSav,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Hyper Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? What exactly did the casino accuse you of? What games did you play? When was the last time they responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

I received a verification request on July 21 at 8:13PM, and a blocking message came on July 22 at 12:41PM.

I did not receive a message about the approval of the submitted documents, instead I received a blocking message.

I played live casino, baccarat.

I received the last message from the casino on July 29. In this message, the casino indicated the procedure for considering my complaint and gave me the reference number of the complaint - NTR-BBWMC-370.

Dear MisterSav,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Good afternoon, sent.

Hello MisterSav,

The casino claims that they have refunded 750€ to you. Did you receive that? How much was your exact balance on your casino account when it got banned?

hi, yes the casino returned me 750 euros, when the account was banned there were 1065 euros on the account, this is taking into account the 750 euros that the casino returned

Hello MisterSav,

Did you play casino games or sports betting?

Good afternoon. I was playing at the casino.

Thank you MisterSav for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you MisterSav for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hyper Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank 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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino's designated alternative dispute resolution service (https://casinoreviews.com/complaints) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter