Hyperino Casino - La cuenta del jugador ha sido bloqueada.

Good day,

I have € 1300 in my Hyperino account and the payment was repeatedly refused. I then verified my data etc. by email contacting the casino. Unfortunately, when I registered I had a turn of numbers on my birthday (1990 instead of 199). I was 21 years old when I registered, so it was just a mistake. When registering, I gave my address where I live, but I have 2 residences once with me and once with my parents, and my ID shows the address of my parents.

I described the whole thing to the casino, both sent my ID and bank statements from my address to my parents as well as bank statements and electricity bills from the address where I currently live.

Since I have sent these documents to the casino, I have not received any replies and you have blocked my account with the € 1300 on them.

I have never violated the terms and conditions or anything else, the only thing that happened to me is a typo in my date of birth.

I hope you can help me

Sincerely, Jobin ***

Guten Tag,

ich habe 1300€ auf meinem Hyperino Konto und die Auszahlung wurde immer wieder verweigert. Durch email Kontakt mit den Casino habe ich dann meine Daten etc. verifiziert. Leider ist mir bei der Registrierung ein Zahlen Dreher bei meinem Geburtstags passiert ( 1990 statt 199). Ich war beim Zeitpunkt meiner Registrierung allerdings schon Volljährig 21 Jahre alt also es war nur ein Versehen. Ich habe bei der Registrierung meine Adresse wo ich wohne angegeben allerdings habe ich 2 Wohnsitze einmal bei mir und einmal bei meinen Eltern und auf meinem Ausweis steht halt noch die Adresse von meinen Eltern.

ich habe das ganze so dem Casino geschildert, sowohl meinen Ausweis geschickt als auch Kontoauszüge von meiner Adresse bei meinen Eltern als auch Kontoauszüge und Strom Rechnungen von der Adresse wo ich aktuell wohne.

Seit dem ich dem Casino diese Dokumente zukommen lassen habe bekomme ich keine Antworten mehr und Sie haben mein Konto mit den 1300€ drauf gesperrt.

Ich habe zu keiner Zeit gegen die AGBs verstoßen oder sonstiges, dass einzige was mir passiert ist ist ein Tippfehler in meinem Geburtsdatum.

Ich hoffe Sie können mir helfen

Mit freundlichen Grüßen Jobin ***

Dear Jobin,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"For the purposes of opening a Player’s account with Gaming Operator, the Player must complete the applicable online application form available via their own bank which will provide Gaming Operator with the following: (a) Full Name and Address of the Player (b) Confirmation of Date of Birth The Player must then also provide: (c) A valid e-mail address or telephone number belonging to the Player"

"The Player (including in this case any person applying to become a Player) must always provide and maintain valid, complete and correct information to Gaming Operator. You hereby acknowledge that if any of the information that you provide to Gaming Operator is false or incomplete, Gaming Operator will not accept your registration as a Player and should you already be registered as a Player on the Site, Gaming Operator is entitled and required to cancel your registration as a Player and close your Player’s Account."

Please, understand that providing false or incorrect information when opening an account is forbidden. Do I understand it correctly that your home address is shown on your ID and bank statements and your residence address is displayed on a different bank statements and utility bills? How many days ago you have sent these documents to casino? Was there any additional issue with the year of birth? Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your response,

On my ID there is a correct address other than the one given when registering because I have 2 residences. But I have confirmed both addresses with documents.

The only mistake I made is the number rotator in my date of birth.

There are now 3-4 days without a response from the support

Vielen Dank für Ihre Antwort,

genau richtig auf meinem Ausweis steht eine andere Adresse als bei der Registrierung angegeben da ich 2 Wohnsitze habe. Ich habe aber beide Adressen mit Dokumenten bestätigt.

Der einzige Fehler der mir unterlaufen ist, ist der Zahlendreher in meinem Genurtsdatum.

Es sind jetzt schon 3-4 Tage ohne Antwort vom Support

Thank you very much Jobin for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Jobin,

I looked at your complaint and will do my best to help you. I would like to invite Hyperino Casino into this conversation. Please, is there any possibility to reconsider this case? Player just made a mistake in his birth date and also has 2 residential addresses.

Hi,

Fortunately, the casino unlocked my account and paid out the money.

Many thanks for the help

Hallo,

das Casino hat glücklicherweise mein Konto entsperrt und das Geld ausgezahlt .

Vielen dank für die Hilfe

Dear Jobin,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam