The player from Germany has submitted a different home address when registering with the casino. The player has a home address which is different from a residential one. Now the player experiences difficulties verifying his account. Casino unlocked player's account and paid out winnings.
Hyperino Casino - Player’s account has been blocked.
Amount: €1,300
Hyperino Casino
Safety Index:Very highSafety Index
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Good day,
I have € 1300 in my Hyperino account and the payment was repeatedly refused. I then verified my data etc. by email contacting the casino. Unfortunately, when I registered I had a turn of numbers on my birthday (1990 instead of 199). I was 21 years old when I registered, so it was just a mistake. When registering, I gave my address where I live, but I have 2 residences once with me and once with my parents, and my ID shows the address of my parents.
I described the whole thing to the casino, both sent my ID and bank statements from my address to my parents as well as bank statements and electricity bills from the address where I currently live.
Since I have sent these documents to the casino, I have not received any replies and you have blocked my account with the € 1300 on them.
I have never violated the terms and conditions or anything else, the only thing that happened to me is a typo in my date of birth.
I hope you can help me
Sincerely, Jobin ***
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Dear Jobin,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"For the purposes of opening a Player’s account with Gaming Operator, the Player must complete the applicable online application form available via their own bank which will provide Gaming Operator with the following: (a) Full Name and Address of the Player (b) Confirmation of Date of Birth The Player must then also provide: (c) A valid e-mail address or telephone number belonging to the Player"
"The Player (including in this case any person applying to become a Player) must always provide and maintain valid, complete and correct information to Gaming Operator. You hereby acknowledge that if any of the information that you provide to Gaming Operator is false or incomplete, Gaming Operator will not accept your registration as a Player and should you already be registered as a Player on the Site, Gaming Operator is entitled and required to cancel your registration as a Player and close your Player’s Account."
Please, understand that providing false or incorrect information when opening an account is forbidden. Do I understand it correctly that your home address is shown on your ID and bank statements and your residence address is displayed on a different bank statements and utility bills? How many days ago you have sent these documents to casino? Was there any additional issue with the year of birth? Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Thank you for your response,
On my ID there is a correct address other than the one given when registering because I have 2 residences. But I have confirmed both addresses with documents.
The only mistake I made is the number rotator in my date of birth.
There are now 3-4 days without a response from the support
Edited
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4 years ago
Thank you very much Jobin for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Jobin,
I looked at your complaint and will do my best to help you. I would like to invite Hyperino Casino into this conversation. Please, is there any possibility to reconsider this case? Player just made a mistake in his birth date and also has 2 residential addresses.
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4 years ago
Translation
Hi,
Fortunately, the casino unlocked my account and paid out the money.
Many thanks for the help
Edited
Automatic translation:
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4 years ago
Dear Jobin,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
