The player from Germany had his account closed and winnings confiscated after accusation of providing false data. We rejected this complaint because the player is supposed to always provide truthful information.
Hyperino Casino - Player has been accused of providing incorrect data.
Amount: €450
Hyperino Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I probably made a mistake when I created the account (with a smartphone). Jo instead of Jens.
I now had to do a verification after requesting the payment.
I sent in all documents, some even several times, because the format was not correct.
After 10 days back and forth and always new complaints, my account was closed and the credit was confiscated.
I have always offered my cooperation to solve the problem, but felt that I was alone with it.
New problems were found again and again .. Mail does not match the mobile number, name is wrong, etc.
A solution would certainly have been possible by submitting my documents.
As of now, my first name was wrong, probably complete with auto, anyway. The information cash on delivery, address, account would have been sufficient to solve the issue well for everyone.
Allegation by the casino: I violated the rules by providing incorrect data.
Automatic translation:
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4 years ago
Dear Jens,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"The player (which in this case also includes a person who wishes to be accepted as a player) must always provide the game operator with valid, complete and correct information. You hereby confirm that if any of the information you provide to the game operator is incorrect or incomplete, the game operator will not accept your player registration and, if you are already registered as a player with this online casino, he is entitled and obliged to register your player revoke and close your player account."
Did you try to communicate this issue with the casino? Please forward any relevant communication to petronela.k@casino.guru. Thank you in advance for your reply.
Best regards,
Petronela
Public
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4 years ago
Translation
Hi there,
I was in touch with the casino every day.
I asked about the status of my verification and got a different answer every time.
I also emailed my concerns to Hallo@hyperino.com.
I have not yet received an answer.
I was treated like a fraud. That's not how you deal with your customers!
Edited
Automatic translation:
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4 years ago
Thank you very much Jens for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Jens,
I carefully reviewed your case and, unfortunately, there is nothing I can do for you in this case. You are responsible to always provide correct and full information. The casino cannot risk paying out winnings to a wrong person.
I am very sorry I couldn't help more. I would recommend you to be more careful next time and I hope you won't come across a problem like this in the future.
