Home Complaints Hyperino Casino - Player’s struggling to withdraw his winnings.

Amount: €2,000

Hyperino Casino - Player’s struggling to withdraw his winnings.

Hyperino Casino
7.7/10 Good reputation
Submitted: 26 Jan 2021 | Unresolved : 11 Feb 2021
Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

17 days ago - 11 Feb 2021

The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing account verification. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.

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Dear Sir or Madam,


On January 13th, 2021 I requested a payment of 2000 euros from Hyperino.Com, but unfortunately my account was blocked.


I got in touch with customer service via live chat and I was asked to verify. I did that too, sent all the documents as indicated by them in pfd form, with all four corners, complete pages, everything in color.

Then I have until today, January 27th. In 2021 I addressed Hyperino every day with emails and chat, the emails were not answered at all and in the live chat everyone says what others are already contradicting.


Now my hope is finally to find a way to get my money.


I thank you


With best regards


Taher S ***

Automatic translation
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Dear Taher,

Thank you very much for submitting your complaint. I’m 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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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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Thank you very much, I have already sent all the documents that were requested, this almost 3 weeks ago, nothing more came from them, when I first wrote them in the live chat, I was told that the documents are not correct. Every time the documents that I send are not accepted, even though I send everything according to their standards.

Automatic translation
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Thank you very much, Taher, for your reply. 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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Hi Taher,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Hyperino Casino to the conversation to participate in the resolution of this complaint.

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many thanks peter, and could you find out something?

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Hi Taher, not yet. I haven't heard from the casino. We would like to ask 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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Hi Taher,

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 to 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