Hyperino Casino - Player is criticizing flawed process to close account.

There were two problems I had with this casino:

1) There is no easy option to close an account. The only way to close an account or lock it for a certain period of time is to contact customer support. However between 2am and 7am there is no customer support, and only an email is provided. When emailing the email address provided you don't get a reply until the following morning after 7am. This leaves 5 hours where the casino is available and operational, but where problem gamblers have no option to close their account.

2) The casino will not provide any spin history, and when I requested my spin history via email they would not provide it. This means that players have no recourse against discrepancies between their betting and the money they receive in their account. It also makes it impossible for players to check and manage their betting behaviour.

Dear Gene,

Thank you very much for submitting your complaint and sharing your rather negative experience. I have created an account with Hyperino Casino and inside my account I was able to set Deposit limits https://www.hyperino.com/en/my-limits. There’s also Reality Check tool available, where you can set a time limit and be informed how much you’ve won or lost in that time frame. For a self-exclusion you need to contact their customer service at hallo@hyperino.com.

Could you please advise if you’ve requested your account’s closure or a self-exclusion already? Please forward any relevant communication 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

Dear Gene,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello,

Thank you for your reply and for taking the time to look into it for me. My main concern was that their live chat isn't available between 2am and 7am, and when contacting via email at 6am I didn't receive a reply until 8:30. I think 2.5 hours is far too long a delay for a problem gambler who wants to close their account or even self exclude for a short period. Given that you work with gamblers a lot you probably know quite well that a problem gambler on tilt can lose a lot of money in 2.5 hours. The principles of self exclusion don't work when there is that much delay involved. I'm sure the casino is well aware of this fact, because it would be extremely simple to put in a button where gamblers can self exclude themselves (like on most other ethical casinos).

The deposit limit is of no use if you already have a lot of money on your account, and a reality check has little effect on a gambler on tilt.

I requested the account closure and they have closed it now (2.5 hours after I requested it). They also sent me my spin history (after initially refusing), but it took me threatening to complain to the top gambling review sites before they sent it.

Overall I think Casino Guru is a really great site that helps gamblers to separate the good casinos from the bad, however I don't think 8.6 is a deserving score for a casino that engages is such shady practices. Its clear they are only interested in meeting the absolute minimum requirements set by the MGA, and have no true interest in enabling problem gamblers to limit their gambling. Giving them an 8.6 is a disservice to the other casinos with similar scores who actually make it easy to self exclude or close an account

Thanks again for your help,

Kind regards,

Gene

Thank you very much Gene for your quick reply and feedback. If you would like to share your experience and make your opinion widely known, I’d recommend our Forum https://casino.guru/forum.

Since your account was closed already, even if it has been done with a short delay, I will close this complaint as ‘resolved’. Thank you very much for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.