The player from German had his account blocked without any explanation. Casino didn't respond.
Hyperino Casino - Player’s account has been blocked.
Black points: 225
Amount: €4,000
Hyperino Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I made a payment 4 weeks ago and had to verify myself twice, now against the same problem, only that I got an account blocked. I'm not coming in and nobody answers by email either. 4 weeks ago I had the problem that I was using a new credit card, but the new credit card only says my wife's name. There were problems, but I immediately sent my wife's credit card ID and a bank statement where this confirms the account joint account and this is a budget, this problem has been resolved and the amount of € 800 has been paid out. Today the same problem for 5 days I am waiting for a re-verification of the withdrawal amount is 4000 € today the account was blocked. And wunderino is no longer available, I sent everything again by email, no answer, man is treated like a serious criminal although the problem was solved 4 weeks ago ... Please help
Automatic translation:
Public
Public
3 years ago
Dear Dennis,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your account is being verified again, due to payments made with a card issued in your wife’s name? Have all the other documents been approved?
Would you be so kind, and forward any relevant communication between you and the casino to kristina.s@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hey and thanks before ... Yes, there were quite a few emails from me, but nobody answered this problem, I had the same situation 4 weeks ago, I still sent the documents, the money was finally paid out, not now that was also added Account blocked and no reply to my messages ... I feel compelled to go to the lawyer ... Thank you
Automatic translation:
Public
Public
3 years ago
Translation
I immediately sent all the documents, such as a bank statement with our names on it, credit card in the back, ID cards from my wife and a house cost statement, and a letter that this is not a third account but a joint account and belongs to a household ... ...... Then the problem would be solved and the money was paid out .... That was four weeks ago ..... But now, no one will contact you, it is an absolute cheek that you block an account and not profit paid off, man is treated like a criminal ...... I have been waiting for 5 days ..... Please help me, if nothing comes tomorrow I will go to the lawyer, it cannot be avoided.
Automatic translation:
Public
Public
3 years ago
Thank you very much Dennis for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
3 years ago
Hello Dennis,
I looked at your complaint and will do my best to help you. I would like to invite Wunderino Casino into this conversation. Can you please specify why did you block player’s account?
Public
Public
3 years ago
Translation
Sorry and thank you for your help, this is the hyperino casino, not wunderino! Sorry for the given casino name. Mfg dennis
Automatic translation:
Public
Public
3 years ago
Hello,
I changed Casino's name per player's request. Hyperino Casino, why did you block player’s account?
Public
Public
3 years ago
Translation
Hello I wrote with the live chat today because I changed my credit card and the name of my wife is on it, this is a violation of the terms and conditions, of course this is not a third account but a joint family account, nothing has changed except for the payment card, but as already stated in the first email, I submitted all of this 5 weeks ago, and after I submitted these documents, and this was also accepted, the amount of 800 € was paid out now I don't know where it was The problem is, according to the chat it is the same problem except including the account blocking and the general terms and conditions violation but the violation has been clarified, otherwise I would have not paid you 800 € ,,,, the payout amount is now 4000 €, I don't know how to help, must me to the lawyer?
Automatic translation:
Public
Public
3 years ago
We would like to ask the Hyperino 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’.
Public
Public
3 years ago
Translation
Unfortunately no one could help me, and my winnings were not paid out either, only the lawyer can help, if at all, since everything is in malta and the legal situation is very complicated ,,, f ,,,,,,, casino
Automatic translation:
Public
Public
3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
