HomeComplaintsHyperino Casino - Player’s winnings have been confiscated.

Hyperino Casino - Player’s winnings have been confiscated.

Amount: €1,900

Hyperino Casino
Safety Index:High
Submitted: 06 Aug 2020 | Case closed : 20 Aug 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany has requested a partial withdrawal. Later, it was denied as the funds have been deposited from his girlfriend’s bank account. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

Hello, I won € 2000 at Hyperino on July 5th and wanted to pay out € 1600. My account was then blocked because the deposit was from a third person. My girlfriend transferred the money to me on the site as I don't have online banking. I have sent all documents such as ID, proof of address, proof of bank account from me and my friend to hyperino. And explains why my girlfriend paid and I didn't. The answer was that the documents will be checked and as soon as the check is over they will report. That was 3 weeks ago. I received an email yesterday that my account is blocked and the payment has been refused. The € 50 that I paid in will be posted back to my friend's account. Is there still a way for me to get the money?

Automatic translation:
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3 years ago

Dear Dominik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.hyperino.com/en/terms-and-conditions:

"In order to perform any transaction the gaming operator may undertake any such verification checks as may be required by ourselves or by third parties (including, but not limited to, regulatory bodies) to confirm the legal ownership and the origin of the money implicated, the identity of the applicant and to comply with the existing anti money laundering provisions."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds with joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

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3 years ago

Dear Dominik,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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