The player from Germany had her withdrawal suspended due to a third party deposit. We rejected the complaint because the player didn't respond to our messages and questions.
Hyperino Casino - Player’s account has been frozen.
Amount: €2,100
Hyperino Casino
Safety Index:Very highSafety Index
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9.0
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello my name is Manuela.
I deposited money with Hyperino but from my husband's account.
Yesterday I made a withdrawal of 2100 €. Today the account was frozen and I wrote to the casino.
They said that I violated the terms and conditions because the account is in my husband's name, but I can access the account and have an account card.
I then sent my husband's marriage certificate and ID card. And on the player account there is also about 400 € on it. Which of course I don't want to give away. I am of the opinion that I have not violated anything, even if the player account is given with my name. I hope you can help me.
Automatic translation:
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4 years ago
Dear Manuela,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.hyperino.com/en/terms-and-conditions:
„2.4 In order to perform any transaction the gaming operator may undertake any such verification checks as may be required by ourselves or by third parties (including, but not limited to, regulatory bodies) to confirm the legal ownership and the origin of the money implicated, the identity of the applicant and to comply with the existing anti money laundering provisions."
Please understand that this rule has been breached. 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 your husband have an account in the same casino too?
Looking forward to hearing from you.
Best regards,
Petronela
Public
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4 years ago
Translation
Hello!
First of all, thank you for taking care of the matter. Yes, I can also deposit and withdraw money with the card. I have also sent all copies of the card to the casino as well as the marriage certificate and personal information.
Lg Manuela
Automatic translation:
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4 years ago
So is it a joint account? Is your name displayed on the bank statement or the card itself?
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4 years ago
Translation
Hello!
On the card, but not on the statement, but I sent a copy of my bank card there.
Automatic translation:
Public
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4 years ago
So on the card is only your name displayed, correct? Does your husband have an account in the same casino too?
