Hyperino Casino - El retiro del jugador se ha retrasado.

I have both on 04/29. and on June 5, 2021 I asked for the payment of my current profit of € 50. Both times my payout was denied and I was asked to contact support. After I wrote an email in which I asked that I be given all the requirements that are necessary for a smooth payment. I got no answer.

Ich habe sowohl am 29.04. als auch am 5.06.2021 jeweils um die Auszahlung meines aktuellen Gewinns über 50€ gebeten. Beide male wurde mein Auszahlung verweigert und ich wurde gebeten mich an den Support zu wenden. Nach dem ich eine Mail verfasst habe in der ich gebeten habe, dass mir alle Vorraussetzungen gennant werden, die für eine reibungslose Auszahlung von Nöten sind. Bekam ich keine Antwort.

Dear Maximilian,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been requested initially on the 29th of April?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed since your account hasn’t been verified yet? Have you accumulated your winnings with or without an active bonus?

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

Moin Petronela,

The payment is "refused" every time and I cannot say to what extent my account should not be confirmed. At least as far as this confirms that payments received by Hyperino are granted without any problems. however, payouts do not. Regarding your second question: No, I didn't have a bonus but only 10 free spins after registering with Hyperino. If by active bonus you mean that I got money on El Torero because I got free spins from three bulls on a spin, then yes.

Thank you for your patience.

Max K ***

Moin Petronela,

Die Zahlung wird jedes mal "verweigert" und in wie fern mein Konto noch nicht bestätigt sein soll kann ich nicht sagen. Zumindest soweit bestätigt das Zahlungen die bei Hyperino eingehen problemlos gewährt werden. jedoch Auszahlungen nicht. Zu Ihrer zweiten Frage: Nein ich hatte keinen Bonus sondern lediglich 10 Freispiele nach Anmeldung bei Hyperino. Wenn Sie mit aktiven Bonus meinen, dass ich bei Spiel El Torero dadurch Geld erhalten habe, weil ich Freispiele durch drei Stiere bei einer Drehung erhalten habe, dann ja.

Vielen Dank für Ihre Geduld.

Max K***

Thank you, Maximilian, for your reply. Could you please advise if you have provided any personal documents for the account verification?

Dear Maximilian,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.