The player from Germany is suspected to use third party payment method for depositing. Player’s complaint has been resolved successfully.
Hyperino Casino - Player’s withdrawal has been suspended.
Amount: €700
Hyperino Casino
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I won 700 euros, wanted to apply for a payout was rejected because of the verification oke then I talked to the support and reported myself because I violated the general terms and conditions and wanted to avoid problems other account sent waited 2 weeks of support written again said it did not arrive although I wanted to log in because the proof in the email was sent again sometimes when i pay with another account my account is blocked
E-mail:
Hello Burak,
here is your Hyperino team.
We would like to point out that you have violated our terms and conditions by using a payment method that is not in your name.
When you registered, you confirmed that you had read and understood it.
We refer to the following section:
1.8 With regard to deposits and withdrawals of funds in and from your player account, you are only permitted to use credit cards and other means of payment that are valid and legally owned by you.
For this reason, we check your identity by verifying the following personal documents:
[For ......]:
- a photo of a valid identification document; Identity card (front and back) or passport (double page)
- a picture of the account statement ** or the front and back of the signed bank card on which the account details and the full name are visible.
Please note that all documents must be in full color and in the picture and must not be cut off. We have to see all four corners, otherwise we are not entitled to accept them.
We only accept digital photos (camera, phone) or original PDFs. Attention: Scans and copies are not permitted.
You are welcome to send the documents by answering this email or by conveniently uploading them to your player account under account verification.
Of course, we will handle all documents with the greatest care and discretion.
Withdrawals are not possible during the verification process. As soon as the verification is finished, you will be informed by us.
The payment method that was not in your name has been blocked from further payments to your player account.
Please note:
Should you continue to make deposits with third party payment methods in the future, or attempt to do so, this could lead to the permanent closure of your player account and the confiscation of your winnings.
If you have any further questions, we are available around the clock in live chat.
You are also welcome to take a look at our new FAQs .
With best regards
Toni
Team Hyperino
Automatic translation:
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4 years ago
Dear Burak,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have used a payment method which is not registered under your name to deposit funds into your casino account?
If that’s the case, I’m afraid we are not in a position to help you. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? Does the owner of the payment method have an account in the same casino too?
Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Dear Burak,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Translation
The casino has shown goodwill written me a reminder and unblocked my account
Automatic translation:
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4 years ago
Thank you very much, Burak, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Burak, 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
