The player from Germany is having difficulties completing verification process.
Hyperino Casino - Player’s struggling to complete KYC verification and receive his winnings.
Amount: €5,000
Hyperino Casino
Safety Index:HighSafety Index
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Resolved
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Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
On March 6th, 2020 I won a total of 5000 euros at Hyperino, the payment was approved by e-mail on the same day and is listed as "approved" in the transaction history. I have not yet received the money.
The following Monday, March 9th, 2020, I contacted the support chat for the first time and asked when I would receive my payment. The support agent "Sophia" informed me that the payment would be processed by Hyperino's bank on March 9th, 2020 and that I would receive the money within 4 bank working days.
At the same time, the support agent made me aware that I had to verify my account. I should send photos of my ID and proof of address by email. When asked, it was said that my payment would not be affected, my money would still have been transferred anyway.
I then sent my documents to Hyperino on the same day, as proof of address I have attached a PDF file from the local municipal utility and photos of the front and back of my identity card.
On March 10th, 2020 I received an email from Hyperino ("Sophia") with the request to send another proof of address and in this email it said for the first time that my payment was pending until the verification was completed.
Mind you, the day before, the same employee in the chat said that my money was already on the way.
I then sent an account statement of my Dutch bank account (on which the last two Mastercard payments to Hyperino can be seen) via e-mail and a photo of a court letter to be on the safe side. It doesn't get more official than that.
In order to clarify whether the verification and my payment are now complete, I contacted the chat again on March 10, 2020 and then experienced the next surprise. Suddenly they wanted the front and back of my Mastercard as well as pictures of my ID. So far there has been no talk of this, but I immediately sent the documents by email.
On March 11th, 2020 I asked again about the state of affairs in the chat and then received the statement that my payment would have been processed on March 6th, 2020 and that I would receive the money within 5 days (now 5, previously it was 4 days) ) receive.
On March 12, 2020 I asked again in the chat, a transfer has still not been received. The support agent "Betty" initially informed me that my payment had already been processed on March 6th, 2020 and I would have to receive the money within 7 days (it is getting longer and longer!), As a foreign transfer would take just that long. This is gross nonsense, in 2020 transfers within Europe will take max. 2 days. At my request, Betty then asked the "finance department" and agreed to write an email.
In the evening on March 12th, 2020 I also received an email from Hyperino saying that my payment can only be released when my account is verified and I should send an account statement of a German bank account, because I live in Germany and then I would also have to use a German account.
This is pure harassment, Hyperino has had all the necessary documents for days and, from my point of view, the payment is deliberately delayed by "making little by little" demands.
I have not received the promised payment (via email on March 6th and from two chat agents) until today, March 13th, 2020.
Automatic translation:
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4 years ago
Dear Mark,
Thank you very much for submitting your complaint. I can only imagine how frustrating it might be for you, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful. If not, we will intervene. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Hello, Thank you for your advice, as I explained in detail in my presentation, I have submitted all the documents that were requested gradually.
I should also receive my payment regardless of this, as I did twice in the chat and in the payment confirmation by email on March 6th. was communicated. Supposedly the Ge would be on 9.3. I was unfortunately not given anything, the whole thing seems to me to be strongly based on delay tactics and harassment.
Please be happy to intervene in this case. Thanks in advance for your support.
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4 years ago
Thank you very much Mark for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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
Thank you for the quick response, Petronela.
I look forward to hearing from Matej or the casino.
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4 years ago
Hello Mark.
I am sorry that you have troubles to withdraw your winnings, but in this case, your account must be fully verified before the casino sends the money. Probably all the chat information was based on the assumption that your account was already verified.
Please fully cooperate with the casino with your account verification, please note that anti-money laundering laws are stringent and casinos must follow very strict procedures before paid out the money. (so far I didn't see anything unusual in your case)
Did they ask you for some documents which you can't provide them?
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4 years ago
Translation
Hello, I immediately sent all the documents that were requested to the casino.
In the last mail from Hyperino it was said that I should send an account statement of a German account, "since I also live in Germany".
Before that, I had already sent bank statements from my account (at a Dutch bank) twice, so the chat only said "perfect".
My original payment request on 6.3. was also on the Dutch IBAN and this was sent by Hyperino with mail from 6.3. also confirmed before any documents were requested at all.
I do not have an account in Germany and have never had any problems paying out to the Dutch IBAN from other casinos.
Within the EU it doesn't matter where I keep my account, especially since my (Dutch) bank is registered with the German BaFin and can therefore also operate its services in Germany.
I am also not aware of any law that prohibits paying into an EU account.
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4 years ago
I understand you, Mark. I have a theory why they need your German account, but best is to ask the casino representatives directly to give you the exact answer.
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4 years ago
Translation
I immediately replied to Hyperino's email with the request and explained the situation with my bank details, but have not yet received a response to this.
If you look at reviews from wunderino (same operator according to the imprint), for example, it is apparently common practice with this provider to artificially delay payments and to prolong the KYC process.
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