The player from Germany has requested a withdrawal two weeks ago. It hasn’t been received yet. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Hyperino Casino - Player’s withdrawal has been delayed.
Amount: €10,000
Hyperino Casino
Safety Index:Very highSafety Index
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have a problem with Hyperino, on January 14th, 2021 I won a sum of € 20,000, which I then put in 4x € 5000 payouts, this was delayed for a few days, then I verified my account and then there was a payment of 2x 5000 € 10,000 in total on 1/18/21. I waited a few more days for the rest of the transfer and still nothing came, I kept emailing Hyperino to the address where the rest of the amount remained? , unless there is no computer generated answer. meanwhile it's been over 2 weeks that I'm waiting for the 10 thousand. I also made a report to the MGA then I was forwarded to the EADR site there I submitted it and still .. no answer! It is an outrage of this provider if you win a lot of € 20,000 and are simply put off with € 10,000. I had no other option to file this complaint with you.
Automatic translation:
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3 years ago
Dear Cngzhn99,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that half of the winnings has been received successfully and the other half is still pending inside the account without being processed? Which payment method you have opted for?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello again, exactly I put € 20,000 on 4x € 5000 for the payout, which was then approved, I have attached these emails. The payment method was bank transfer not trustly or other, that my account is verified was also confirmed but I got 2x 5000 € transferred so a total of 10,000 €, I then wrote several emails, but I didn't get an answer to any email where the remaining 10,000 € were. It has now been over 14 days. I made the payout in one piece with 4x5000 €, why do I get a sum of 2x5000 €, since Hyperino doesn't answer any emails, it seems a bit strange to me.
With best regards
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3 years ago
Thank you very much, Cngzhn99, 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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3 years ago
Hi Cngzhn99,
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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3 years ago
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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3 years ago
Translation
It's really sad to see that a reputable advertising casino called Hyperino can't even answer, after all, it's about € 10,000.
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3 years ago
Hi Cngzhn99,
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
