The player from Germany is experiencing difficulties verifying his account, even though, all the required documents have been sent already. The issue was resolved, the player received his winnings.
Hyperino Casino - Player’s struggling to verify his account.
Amount: €70
Hyperino Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
Hyperino Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Dear Michael,
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 it correctly that you have blocked your account in this casino in the past and now you wish to reopen it? What was the reason to close it earlier? Could you advise how long ago it has been? Additionally, if you still have the communication from before, please forward it to petronela.k@casino.guru. 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,
Petronela
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4 years ago
Translation
good day no I was blocked about 3 weeks ago because of my responsibility so as not to get addicted to gambling. I therefore wanted to have my remaining balance paid out. But this is always needed and then something else that annoys me, I hope you can help me. Thank you
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4 years ago
Dear Michael,
Thank you very much for your quick reply. Do I understand it correctly that you have requested your account to be blocked 3 weeks ago due to a gambling addiction and your remaining balance was pending since?
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4 years ago
Translation
yes, thank you very much for your quick answer. yes I chose self-protection
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4 years ago
Thank you very much Michael for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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
Hello Peter you need any information with kind regards Michael
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4 years ago
Hello Michael,
I'm taking over your complaint. Could you please forward all relevant conversations with the casino to my email address (peter.m@casino.guru)? That would be very helpful.
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4 years ago
Translation
hello Peter unfortunately my conversations with the casino were only in live chat, I have no documentation. I was always rejected very quickly and the conversation was ended. As I said, documents were plentifully received 7 days ago and the last one doesn't respond at all. thank you for being there for me
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4 years ago
Translation
Hello Peter, I just got informed that my credit will be paid out tomorrow. Thank you very much for all efforts. greetings from michael let's see if the money arrives
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4 years ago
Hi Michael,
That's good news. Please let me know when you receive the funds.
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4 years ago
Translation
Hello Peter Unfortunately there is still no money in my account, she just wanted to inform you
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4 years ago
Hi Michael,
Thank you for the update. It's been a week now, so there was enough time for the money to arrive. I'll try to get in touch with the casino and find out what the problem is.
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4 years ago
Translation
hello Peter there is still no money today thank you for the effort
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4 years ago
Translation
hello Peter now you can see for yourself how hyperino deals with its customers still no money
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4 years ago
Translation
Hello Peter yesterday on the 9th I contacted hyperino again in live chat to ask for the money I got the answer that it is not a hyper transfer. therefore it would be correct that it takes so long. Insolence or
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4 years ago
Hi Michael,
I still haven't heard from the casino. The email I sent was opened, but there was no reply yet. I'll try to remind the casino about the complaint.
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4 years ago
Translation
hello peter what happens if they don't answer i lose my money?
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4 years ago
Hi Michael,
The casino has a good rating so I'm expecting a response soon. I sent them another email, let's just wait a few more days.
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4 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Translation
hello Peter yesterday on 13.5. I wrote an email to hyperino which was not very friendly but not insulting, but this had an effect and today the money in my account is true. I would like to thank you very much for the effort you have had through me and for your commitment and wish you all the best and good health. thank you
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4 years ago
Hello Michael,
I'm glad to hear you had more success than me and that your issue got resolved. I will now mark it as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. Thank you for using the Casino Guru complaint resolution center.
Best regards,
Peter
