The player from Germany is questioning the verification process. The player received her winnings, therefore we marked this complaint as resolved.
Hyperino Casino - Player’s having difficulties verifying her account.
Amount: €11,500
Hyperino Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I had won a total of 11,500 euros on 5.1.21 and wanted to pay it out immediately (was approved, the amount was created by email and presented to the cashier)
On 6.1.21 I got an email that I should verify myself.
I sent my personal ID front and back and a proof document with address. I then received a confirmation that the documents had been received and processed (7.1.21).
On January 11th, 21 I asked in the chat how far they were with the verification because I hadn't heard or received anything from them yet. Thomas from the chat said that I would receive a confirmation email the next day. But unfortunately it wasn't the case. Then talked to the chat again (Michael). Michael looked at my account and said that they had received all my documents and everything was fine and I should be patient. Yesterday 01/14/21 I got another email that I had already received on 7.1.21 and I should be patient because the exam would take a certain amount of time (with Mr Green the verification only takes 2 days in total lasted).
I don't know whether they are delaying everything and not wanting to pay me my winnings (which is an enormous sum) or whether it really takes that long. Because they can't give me any time or information in the chat.
In this case, can you help me and check or apply a little pressure?
Best regards
Automatic translation:
Public
Public
3 years ago
Dear Mimi2,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
If all the data is correct, there should be no reason for the casino to delay your withdrawal. Because it may take some time to fully review all documents, I would recommend you waiting for a few more business days.
If there is no development within one week, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello, I was too impatient. After I wrote this complaint, the money was in my account.
Nevertheless, thanks for the quick response.
The case is solved
Automatic translation:
Public
Public
3 years ago
Mimi2, awesome news! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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