The player from Germany has requested a withdrawal two weeks ago. Unfortunately, it hasn’t been received yet. Casino didn't respond.
Hyperino Casino - Player’s withdrawal has been delayed.
Black points: 84
Amount: €1,000
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
3 years ago
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3 years ago
Translation
My payment of € 1000 was confirmed by email on March 10th, 2021. When I asked on 03/17/21 I was told the money will arrive the next day. This was not the case. On a second request, I was told I should be emailed to support, and I did that too. Then I was asked to confirm my identity again. I did this a little later I received another email, your account is now verified. I have not received any money to date, it has not been returned to my player account and the status of the payout is successful.
Automatic translation:
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? 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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. 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 your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
My payout should be made by bank transfer to my account. As I said, the payment was confirmed to me the following day. I have also received an ID: 505269.
For the confirmation of the account I also got 1 cent transferred because everything worked right away, so I don't understand why it takes so long.
With best regards
Automatic translation:
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3 years ago
Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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
Hello Michael,
I looked at your complaint and will do my best to help you. I would like to invite Hyperino Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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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, we will close the complaint as ‘unresolved’.
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
