The player from Germany is experiencing difficulties withdrawing their funds due to a limited availability of payment methods. After a closer examination, we ended up rejecting this complaint as unjustified.
Hyperino Casino - Player’s struggling to withdraw their winnings.
Amount: €80
Hyperino Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I made a deposit at the casino with paysafecard. According to the current terms and conditions, I can make a payment with trustly. I was denied this and they said I should pay out on paysafecard. Another payout to my bank account is associated with high fees. The payment via trustly was refused several times and a payment to my bank account was refused by customer service. I would not have played on the side anymore if I had known this. But there was no information that this was the case now. Even today, May 30th, 2021 it says in the terms and conditions: If you have paid in with SOFORT or PAYSAFE CARD, you can also arrange your payout via TRUSTLY. Since the customer service is no longer involved in a conversation, I hope that you can help me
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2 years ago
Dear Togo1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.
We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have you been offered any alternative payment method to withdraw your winnings?
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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2 years ago
Translation
My account is confirmed and I've already had increases of around € 6000 without any problems. I was not offered an alternative, the money has now come into my paysafecard account, only I now have an exorbitant fee to be able to withdraw the money from my account
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2 years ago
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And if I had known, I would not have paid any more, I also closed my account with Hyperino directly
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2 years ago
I'm truly sorry to hear about your negative experience. Unfortunately, since the funds have been transferred already and you have closed your casino account there's not much we can do now.
Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.
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2 years ago
Translation
It's a shame, I really thought that you could put some pressure on. This casino has violated its own terms and conditions a normal customer can do nothing because they have completely different means and ways
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2 years ago
Translation
And the customer is left with the high withdrawal fees
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