The player from Germany has been accused of opening multiple accounts. Admittedly, his wife and son have accounts in the same casino. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Hyperino Casino - Player’s account has been blocked.
Black points: 71
Amount: €800
Hyperino Casino
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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
Hello,
I have just given 800 euros for payment and left something on it. I was just about to log in again when I got the message that my account was blocked. But I've had payouts several times. I also did not receive an email about how it was in the ad.
My wife and my son play there from time to time, but I don't understand the whole thing now.
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3 years ago
Dear Frank,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your wife and son share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you activated any promotional offers when depositing funds into your account? Was your account fully verified in the past?
I have checked the general terms and conditions, and this is what I found https://www.hyperino.com/en/terms-and-conditions:
"Any cash spins or reward may only be used on a single occasion per Player's Account. It is not allowed in any way for a Player to use another Player's Account in order to circumvent this restriction and gain more than one applicable reward. Any bonuses and/or freespins can only be used once by each household, family, address, e-mail address, IP-address and computer. In addition, the Gaming Operator reserves the right to Close any Player's Account and seize any existing funds if the Gaming Operator suspects that any kind of abuse, fraud or other undue usage of the Player's Account occurs."
Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello, now it's back to answering. I have now also received the mail.
First, thanks for the answer.
we live in the same house. Sometimes we use the same pc or there are three of us sitting in front of it. We don't pay attention to these bonus stories with the free spins. I claim that the bonus has never been claimed on two accounts on the same day. We play like this, sometimes like that. But not in changing an account to get the few free spins. Since we have already had payouts, we are of the opinion that everything has been verified. We all have the same last name. The accounts are also stored as a debit account. That's why I don't know how you can go wrong if these accounts are offered in the system. I just clicked because it doesn't matter which of us gets the money.
many thanks for the help
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3 years ago
Could you please advise about a timeline in which the accounts have been created? Were your last winnings accumulated with or without an active bonus?
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3 years ago
Translation
I would say I started my account in around July 2020. My son came in around December. My wife only this year. Everything appreciated, as we never saw that as a problem and we thought everything should be done right.
Since we also like to play with very high stakes (5 euros plus), we never really noticed anything of this profit from the free spins that are available for the deposit. I had not activated other bonuses (e.g. deposit 50 euros with 100 euros)
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3 years ago
Do I understand correctly that only your last winnings have been accumulated with an active bonus?
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3 years ago
Translation
No. I have not received or used a bonus. If I deposit 150 euros and win 1.30 euros on the free spins that I receive for the deposit, then that is not a bonus. I also didn't have an entry in the settings: active bonus. I looked there because I had heard of this problem several times.
Edited
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3 years ago
Do I understand correctly that all three accounts have received successful payments in the past? Could you please clarify what you meant by: "The accounts are also stored as a debit account."?
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3 years ago
Translation
Yes, I think all three accounts have already been used to withdraw funds. But I can't deposit it.
I mean the following by the accounts:
when I want to make a withdrawal, I am shown whether I want to enter a new account. Alternatively, I can also select an account on the tab. And all three accounts were available on this tab. I just clicked on it. Nothing else. No further information was required to make a payout. Since I could recognize all three bank accounts as our account number, I didn't care which bank account is being paid out to. If this is a violation of using an account other than your own as a payout target, then no other accounts may be displayed either.
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3 years ago
Thank you very much, Franky68, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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
Hi Franky68,
I'm taking over your complaint. Casinos in general don't really like players to open more than one account from the same IP etc. so I can't guarantee you a positive outcome. However, I will contact the casino and see what can be done. I would like to invite Hyperino Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hello, and thank you for that.
I have now also received the response from the casino and sent in some documents again.
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3 years ago
Hi Franky68,
It's a good thing that the casino communicates, let's see what its reply will be.
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3 years ago
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Hi Peter.
No, unfortunately not. I have sent in all the documents again. Then it should take another 72 hours, but those are already over and nothing happens.
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3 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Franky68,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
