The player from Germany is struggling to complete the KYC. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Hyperino Casino - Player’s struggling to verify his account.
Black points: 1132
Amount: €41,000
Hyperino Casino
Safety Index:Very highSafety Index
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9.0
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
8 months ago
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4 years ago
Translation
Hi
I'm waiting for my payout on November 9th, 2020 I have neither played a second account nor played with a bonus
I deposited with my virtual credit card from revolut and monese.
Constantly there were problems with the verification, you wanted to keep screenshots that you had not accepted. So I asked revolut to create a pdf with all of my maps. I received this and forwarded it to the casino 5 times and I wrote it every time. Virtual card I can't send a photo from the card. After 5 times they wanted a screenshot again and they at least explained to me where I had to press something on revolut. The joke was that the same PDF came out according to their instructions which I had already sent 5 times and the almost same game with my Monese credit card and now my account has allegedly been blocked because of a stalled verification. Daa is not normal, is it?
regards
Jerome
Automatic translation:
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4 years ago
Dear Jerome,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that this is the only thing holding you back from completing the KYC? Have you provided all the other required documents?
Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
The verification had been completed long ago, months ago.
So with ID and proof of address, I always delivered everything and now my account has been blocked. I've always been kind too.
Automatic translation:
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3 years ago
Thank you very much 089city for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Translation
The casino wrote me the following over the weekend:
"Hello Jerome,
We are still working on your case and will get back to you with feedback in a timely manner. Rest assured that this is your priority.
Thank you again for your patience and we apologize for any inconvenience.
Sincerely yours
Toni
Team Hyperino "
Question should I wait?
Automatic translation:
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3 years ago
Hello Jerome,
I looked at your case and emails and understand the situation. It may get resolved soon, but I will contact the casino anyways and see if we can speed up the whole process.
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3 years ago
Translation
Yes, thank you, it's also about 41,000 euros that I won.
Thank you for your help.
Automatic translation:
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3 years ago
We would like to ask the Hyperino 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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3 years ago
Hi Jerome,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint with them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
