The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed due to unfinished account verification. Player’s complaint has been resolved successfully.
Hyperino Casino - Player’s withdrawal has been delayed.
Amount: €6,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello. I have the following problem. I deposited real money with hyperino via my bank account. I won a certain amount that I wanted to cash out. First the payment was released for verification but then rejected because I had to verify myself .. I did this on request .. I sent the same email twice with my data. Now I get the same email (generated by machine) for the fourth time that you have received the data and will take care of it as quickly as possible. The support can't and doesn't want to help me any further. What is the best thing to do now? It is not a small amount and the money is not on the street.
At times I also paid in money .. I did not take any bonuses or anything else. Please help me what I can do best now, I'm at a loss ...
Should have read the reviews beforehand ... then I would probably not have played there .. besides, it can't be that when you deposit everything goes so quickly but when you withdraw you want to waste as much time as possible according to the motto you gambled away again everything.
best regards
Automatic translation:
Public
Public
2 years ago
Dear Manuel,
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 informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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
Public
Public
2 years ago
Translation
Additional comments from the player:
"Thank you very much, but everything was cleared up when I mentioned you in the support chat. Thank you very much"
Automatic translation:
Public
Public
2 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Manuel, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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