The player from Germany had her winnings cancelled and account suspended due to incorrect payment method.
Hyperino Casino - Player’s account has been blocked.
Black points: 82
Amount: €950
Hyperino Casino
Safety Index:Very highSafety Index
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9.0
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I was refused the payment of € 950 and the player account was blocked because the deposit was allegedly made from an incorrect credit card. However, several payments have already been made to the player account and a payout that was only a few euros.
Will now take legal assistance and claim!
Automatic translation:
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3 years ago
Dear Vanessa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have used a payment method which is not registered under your name to deposit funds into your casino account?
If that’s the case, I’m afraid we are not in a position to help you. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? Does the owner of the payment method have an account in the same casino too?
Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Dear Vanessa,
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.
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3 years ago
Translation
Hi there
no, my partner does not have a player account with Hyerino. As I said, Hyperino approved a payment to this credit card from my player account right from the start (€ 700).
If you had pointed this out to me at the time, I would not have made any further deposits from the credit card.
hyperino wanted proof that I have access to this card for the attempted second payout. So they wanted pictures of the card and also a picture of my partner's ID. After I had submitted everything I got the message that they had confiscated the payment of € 950 and refunded me the amount of the last deposit. And the player account has been blocked. However, the last deposit was neither reimbursed nor the € 950 paid out
Many Thanks
greetings Vanessa
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3 years ago
Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. As I mentioned earlier, some exceptions might be allowed by casinos when depositing funds from a joint card but even this option should be communicated beforehand.
Could you please forward any relevant communication regarding the promised refund? My email address is petronela.k@casino.guru. Thank you in advance.
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3 years ago
Translation
I just don't understand why Hyperino paid me a profit of € 700 in the same way on December 9th, 2020, i.e. this credit card paid out. My account was verified with this credit card, among other things. With the second payout of € 950 only this problem suddenly appeared.
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3 years ago
Thank you very much, Vanessa, for forwarding all the relevant communication. Do I understand correctly that you have received successful withdrawals to the same card previously? Have you been using the same, third party card, since you've opened your account? Have there been any other payment methods used?
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3 years ago
Translation
Yes, I received a successful withdrawal on December 9th, 2020, i.e. a payment of € 700 to this credit card. Payments were only made by credit card, account transfer and Paysafe card. The last deposit with which the profit came about was made via the credit card. Just like with the first win on December 9th, 2020
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3 years ago
If your account is still accessible, could you please forward your cashier history too? Thank you very much in advance.
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3 years ago
Translation
Hello no the account is unfortunately no longer accessible because Hyperino has blocked the player account. I have forwarded the email with the payment confirmation.
Automatic translation:
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3 years ago
Thank you very much, Vanessa, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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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3 years ago
Hello Vanessa.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Translation
Okey thank you very much.
I hope you achieve more than me.
all my hope now rests on them
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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’.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Vanessa.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
