The player from Germany had their account blocked due to a self-exclusion in the sister casino. The last requested withdrawal is still pending. The player managed to receive his withdrawal and the complaint is resolved.
Hyperino Casino - Player’s account has been disabled.
Amount: €4,500
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
I recently won a larger sum (€ 4,500) at this casino and also paid it out.
Today I wanted to log in again and had to find out that my account was blocked.
On request via live chat I was told that my account was blocked because I had self-excluded in the sister casino Wunderino.
When I asked whether the € 4,500 would still be paid out to me, I was assured that the payment is being processed.
Now I am afraid that I will not get the money paid out because you read some negative things about Hyperino in many forums.
Automatic translation:
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4 years ago
Dear Henrybz,
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. What was the reason for the self-exclusion in the sister casino? Have you requested it, or it’s been applied by the casino? How long ago it took place?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
I requested the self-exclusion myself at the end of January 2021.
But after I had asked by email to reopen my account, I was informed that it was blocked for 6 months
Edited
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4 years ago
Thank you very much, Henrybz, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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
Translation
The casino has just transferred the money
Automatic translation:
