Hyperino Casino - Player's not able to withdraw their balance.

Ich habe seit 2020 Guthaben bei Hyperino ( über 500 Euro). Es wurde mir bis jetzt verweigert, das Guthaben auszuzahlen. Die Antworten, die ich per Mail bekomme sind nicht die Antworten auf meine Frage.

Was passiert mit meinem Guthaben? Ich bin schon soweit, dass ichvkein Verluste einklagen werden, die ja bekanntlich 90 Prozent der Kläger zurückbekommen.

Dear Anika,

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 I understand correctly that you have not been able to withdraw your funds for 2 years? Do you have access to your account?

Have you received any explanation from the casino regarding this situation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hallo.

Ja, mein Konto wurde gesperrt. Jetzt habe ich eine Nachricht bekommen, ich soll das Guthaben abheben, da Hyperino seine Plattform in Deutschland schließt. Wie soll ich das machen, wenn mein Konto gesperrt ist?

Gesperrt wurde es, weil ich von einem anderen Konto eingezahlt habe. Das eingezahlte Geld behalten sie, aber das gewonne zahlen sie deswegen nicht aus? Das finde ich eine absolute Frechheit. Ich soll Hyperino Dokumente vom Kontoinhaber zusenden. Das mache ich nicht. Datenschutz!

Thank you very much for your reply, Anika. Unfortunately, the vast majority of online casinos prohibit using third-party payment methods. We cannot force the casino to reopen your account and pay your winnings and I believe that the email you received was only a generic one that has been sent to all players from Germany, who at one point had an active account.

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Entschuldigen sie, aber das eingezahlte Geld wurde akzeptiert ? Der Gewinn darf kann oder will nicht ausgezahlt werden?

Ich habe schon mit einem Anwalt gesprochen. Ich werde es einklagen und habe sehr gute Chancen. Selbst die Verluste könnte ich zurückbekommen.

Vielleicht sollten diese online Casinos gleich bei der Einzahlung den Vermerk machen, bitte nur über das eigene, hinterlegte Konto bzw ist es ja logisch.

As I mentioned previously, the casino has no way of knowing whose payment method is being used. The player is the only one responsible for using the correct payment method. From our standpoint, the casino is not obliged to pay out your winnings, since you breached one of the most basic rules of online gambling.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.