The player from Germany has requested a withdrawal two weeks ago. It has been pending since. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Hyperino Casino - Player’s withdrawal has never reached the bank account.
Black points: 42
Amount: €180
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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Since July 10th I have been trying in vain to receive my first payment of € 180 from Hyperino Casino!
My account was completely verified before I applied for payment (ID card, proof of address, verification with online banking by Trustly). I made my last deposits by credit card (most recently € 10 on July 13 via credit card). Of course, I also applied for the same payment method as for the deposit.
After I had requested a payment there for the first time on July 10, I received an email from Hyperino a short time later, asking me to send them a proof of my credit card - which I promptly accepted. Shortly afterwards I received another email from Hyperino saying that my payment was approved.
On July 14th, Hyperino received another email, stating that a payment to my Mastercard was not possible and the payment was therefore canceled and booked back to my player account - without any reason or information why. I was then asked by Hyperino to arrange payment to my bank account via bank transfer. (At the same time as Hyperino, I also requested a payment to the same credit card in another casino. However, I strangely received the money from the other casino quickly, without any problems.)
First, however, according to Hyperino, my identity had to be checked again (although this had been successfully completed for a long time) - whereupon, as requested, I sent an image of my current account statement via email and then requested a payment via bank transfer.
Without any reason or previous contact again, after receiving my account statement, the requested payment was canceled again. However, I did everything as requested by Hyperino myself and after all my documents had been sent despite a verified account. I then requested a payment again, which was also canceled.
Out of the blue, on July 18, they were again asked absurdly to send them proof that the credit card and bank account were linked - but there was never any mention that they were supposed to be! I immediately answered this and made it clear that the accounts are not connected to each other and there was never any talk of that. I also attached an extract from my credit card transactions and a proof of payment. Then I applied for the payment again and again it was rejected! After I received no answer from Hyperino and did not know what to do - since I had submitted a number of documents and did everything as requested and requested, I then requested a payment to my second bank account on July 19 and then directly proof of my bank account sent by email. This payment was also rejected and I received the message via email that I should request a payment to the previous bank account again. I did this again again! Suddenly after a long & pointless delay this payout was approved on July 19th. However, I haven't received any payment since then! When asked via live chat on July 23, I was informed that the payment would be through and completed! However, I mentioned again that no payment was received because I asked my bank shortly beforehand! The employee gave me a snappy reply that it was complete on their part and they couldn't understand at all whether the money hadn't really arrived at me. Again, an account statement was requested from July 19 to July 23 and the chat simply ended - I experienced this situation at the time for the second time from the support at Hyperino Casino. Nevertheless, I immediately sent the account statement in the chat, to which a new employee replied. After I was pissed off after this behavior, I announced that I will turn to the MGA based on the facts. The employee only replied to me that because of this, he was no longer allowed to give me any information and should not be able to clarify the problem any further. Today is July 28th and I have not received the money from Hyperino, nor am I getting any decent help or answers at this casino. HELP PLEASE!!!!
Automatic translation:
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3 years ago
Dear Jesss,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino? If yes, please forward it to petronela.k@casino.guru.
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. 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
Dear Jesss,
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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3 years ago
Translation
Hello. Thanks for the extension.
Yes it was my first withdrawal at the casino. The ID of my payment order is 165158.
The payment has not yet been received!
Edited
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3 years ago
Thank you very much, Jesss, 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 Jessika,
I looked at your case and understand the situation. I will contact the casino and see what can be done.
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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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Short update:
08/12 I received an email from Hyperino stating that the 180 EUR had been posted to my player account and the request to send a new account statement. I gave this up on the same day. On 08/13 I have applied for another payment to my other bank account. This was approved on the same day and on the same day I received an email from Hyperino stating that my Hyperino account has been verified for the umpteenth time.
Still no money received until today! But today, strangely enough, an email from Hyperino said "Welcome back Jessika" for some inexplicable reason and I was credited with "10 free spins without deposit for Explodiac"!
So very dubious this casino! Incomprehensible that such a casino has an MGA license !!
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Automatic translation:
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3 years ago
Hi Jessika,
Thanks for the update. I still haven't received any reply from the casino. Let's see if your new withdrawal will be successful. Please keep me updated.
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3 years ago
Even though we assume that the issue has been resolved, without a confirmation from the player, we will reject this complaint.
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3 years ago
Translation
We've reopened this complaint as per the player's request. We received the following email:
"Despite the renewed last confirmation after I reported here, there was still no payment from Hyperino! After a few days I emailed the casino again to ask again!
But of course I was still lied to, just as I was there - from start to finish!
Every time I asked, it was said that the payout was supposedly being processed by Hyperino and every time I was asked whether I had already checked my bank account - I do this every day! In addition, I reliably (!) Receive a notification in real time via SMS and a notification from my online banking app from my bank with every payment to or from my bank account!
Again and again I was asked to submit an account statement from the date of the requested payment to the date of my renewed request.
You are even rudely asked the same & bold questions over and over again & in the end you are presented again and again at the end, as if you were just too stupid & as a player actually trying to cheat YOU and get double cash !!!
After all and constantly repeating document requests by Hyperino and my imm immediately submitted statement was confirmed and no payment to me - NEITHER ONE OF THE 3 BANK ACCOUNTS NOR MY CREDIT CARD has received a payment !!
The credit is always booked back to my player account "
We would like to ask Hyperino Casino to reply to the complaint.
Edited by a Casino Guru admin
Automatic translation:
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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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Jessika,
I tried to contact the casino repeatedly, but it failed to reply. 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. There's also an option to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. 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).
Best regards,
Peter
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