The player from Germany has deposited funds into her account using her friend’s credit card. The casino asked for documents and blocked the player’s account in the meantime. We decided to reject this complaint because we cannot go against the casino's anti-money laundering policy.
Hyperino Casino - Player’s experiencing problems due to deposit sent from 3rd party payment method.
Amount: €14,000
Hyperino Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
hi first of all, and although i have a player account with hyperino and recently around. 12000-14000euro won. This sum resulted at the end of several games, the exact amount I cannot say because Hyperino has blocked my player account at the moment so that I have no access. In any case, my current balance is between 12000-14000 euros. Now I wanted to Cash out 1800 euros and see that only my friend's account number is visible to where the money can be transferred, although when I opened my player account I entered my own Postbank account and also confirmed it with a 4-digit pin at hyperino. Now I had previously 2 or 3 times via Klarna, my girlfriend deposited her current account into my player account with 10 euros each time, so I assume that hyperino has recognized it as a verification through my girlfriend's online deposit. But then I ask myself why do I have a 4-digit pin got sent to my own Postbank current account because I could see my account statement via Postbank and through d When I entered my 4-digit pin at hyperino, my player account was verified. When I tried to withdraw 1800 euros, I happened to see the option [add another account], and I clicked on it and added my postbank account details again. I then tried Pay out 1,800 euros to my friend's account and 1,800 euros to my own Postbank account. I should then submit my girlfriend's documents to hyperino, such as an identity card, a bank card scanned from both sides and an account statement not older than 3 months, where it should be my girlfriend's address can be clearly read. the same documents were asked of me. i submitted everything as requested by my friend and me. but now i had not submitted an ID card, but only a valid temporary ID card from myself. i got it an e-mail from Hyperino that provisional identity cards are not recognized and the processing of the payment can only be processed further as soon as the final ID card is submitted. I had applied for this and submitted it to Hyperino after more than 2 weeks. Now every time Hyperino says I should be patient and it is in the examination again and again hold off and put off, that's why I ask you for help.
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3 years ago
Dear Ewald,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that most casinos don’t accept deposits from 3rd parties. As the casino mentioned in its emails - by registering an account, you agree to terms and conditions (https://www.hyperino.com/en/terms-and-conditions):
„1.8 In relation to deposits and withdrawals of funds into and from your player account, You shall only use financial instruments that are valid and lawfully belong to you."
Please understand, that by depositing using a credit card that doesn’t belong to you, you have breached one of the main rules, so I am not sure we can help here.
Could you advise if your girlfriend is the only card owner, or is it a joint account that you can use as well?
If there is any other communication between you and the casino, please, forward it to kristina.s@casino.guru.
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
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Dear Kristina stark, I thank you for taking on my case. I just wanted to correct something again and although my friend did not use a credit card, she deposited from her current account via Klarna so online banking. And furthermore, Hyperino only pointed this out to me after requesting the payout That this violates the terms and conditions but at the same time informs me if it happens again my player account is blocked, and has also confirmed to me that my payout is being processed, and why did hyperino only display my friend's account number and not the account number of my account though the verification code was sent to my postbank account and these 4 numbers, so I was able to take the code from my account statement and then entered it online, so my account was verified
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3 years ago
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Yesterday I asked hyperino again via email to finally process my payout. And the answer was the same as always. This is a computer-generated answer but we will work on it as soon as possible to give an answer. Today the same e-mail came again as an answer - but today I didn't ask, let's see how it goes on ???????
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3 years ago
Thank you for your reply, Ewald. So let's wait for a few more days. Please, keep us updated and let us know in case there is any development in the situation.
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3 years ago
Translation
hello christina hyperino wrote to me again on April 28th, 2021 that she was still working on my case and that I should be patient
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3 years ago
Dear Ewald,
Has there been any news regarding your case? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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3 years ago
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Please note, ladies and gentlemen, until now hyperino has not contacted you
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3 years ago
Ewald, I am sorry, but we've come to a point where we cannot help more. Unfortunately, after gathering all the necessary information we’re forced to reject this case because you breached one of the basic and main anti-money laundering rules. We tried to wait for the result of the casino's investigation to see if there is any chance, but in the end, the casino doesn't have to pay out your winnings under these circumstances and we cannot go against it.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
