The player from Germany had his payment reversed back to the casino account due to incorrect bank details. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Hyperino Casino - Player’s withdrawal has been reversed.
Black points: 201
Amount: €3,400
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
Hyperino is known from advertising with a scooter
Registered 12.1.2021 and uploaded € 20 without bonus
Won € 460.
1 . Withdrawal 450 € was declined due to verification.
Then after the verification back and forth, finally verified.
2. Withdrawal 450 € refused. after consultation everything is ok now.
Then continued to play with the € 450 and won € 3600.
3. Payout € 3600 refused after consultation now it should go.
4. Payout € 3400 after 2 days of email
Hi Reiner,
good news! Your bank transfer withdrawal request has been approved.
The approved payout amount is 3400.00 EUR. Payouts are processed and transferred immediately from Monday to Friday between 8:00 a.m. and 4:00 p.m. (CET). That means the money will soon arrive in your bank account.
After 1 week the money was back on the player account after consultation, the BIC would not have been correct although I also transferred it from my bank ??
5. Payment of € 3400 refused without a reason
After consulting the clerk who could change the BIC is not in the house.
Now my account is blocked and there is no response to email
Automatic translation:
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3 years ago
Dear Reiner Emil,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise you are aware of providing incorrect bank details? Did you receive any timeframe from the casino when the problem should be fixed?
I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
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3 years ago
Translation
I was not informed via email that I should have entered wrong bank details.
Only in the chat after asking I was told that I entered a wrong BIC
Should have, which is certainly not the case ..
Since I also play at Wunderino and have already transferred 2 higher payments to my bank, which were also paid out without any problems .. so I only introduced a copy from wunderino to hyperino which was 100% correct .... a period of time when the problem was resolved I was never told ... ultimately I'm permanently deleted from Hyperino greet Reiner
Automatic translation:
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3 years ago
Thank you very much, Reiner, 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 Reiner,
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
Hi Reiner,
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
