Hyperino Casino - La cuenta del jugador ha sido bloqueada.

Hello,

I have just given 800 euros for payment and left something on it. I was just about to log in again when I got the message that my account was blocked. But I've had payouts several times. I also did not receive an email about how it was in the ad.

My wife and my son play there from time to time, but I don't understand the whole thing now.

Hallo,

ich habe gerade 800 EUro zur Auzahlung gegeben und noch etwas drauf gelassen. Ich wollte mich gerade wieder einloggen, da habe ich die Anzeige bekommen das mein Konto gesperrt sei. Ich habe aber schon öfters Auszahlungen gehabt. Ich habe auch keine Email erhalten darüber, wie es in der Anzeige stand.

Meine Frau und auch mein Sohn spielen dort ab und zu, ich verstehe aber das gane jetzt nicht.

Dear Frank,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your wife and son share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you activated any promotional offers when depositing funds into your account? Was your account fully verified in the past?

I have checked the general terms and conditions, and this is what I found https://www.hyperino.com/en/terms-and-conditions:

"Any cash spins or reward may only be used on a single occasion per Player's Account. It is not allowed in any way for a Player to use another Player's Account in order to circumvent this restriction and gain more than one applicable reward. Any bonuses and/or freespins can only be used once by each household, family, address, e-mail address, IP-address and computer. In addition, the Gaming Operator reserves the right to Close any Player's Account and seize any existing funds if the Gaming Operator suspects that any kind of abuse, fraud or other undue usage of the Player's Account occurs."

Thank you very much in advance for your reply.

Best regards,

Petronela

Hello, now it's back to answering. I have now also received the mail.

First, thanks for the answer.

we live in the same house. Sometimes we use the same pc or there are three of us sitting in front of it. We don't pay attention to these bonus stories with the free spins. I claim that the bonus has never been claimed on two accounts on the same day. We play like this, sometimes like that. But not in changing an account to get the few free spins. Since we have already had payouts, we are of the opinion that everything has been verified. We all have the same last name. The accounts are also stored as a debit account. That's why I don't know how you can go wrong if these accounts are offered in the system. I just clicked because it doesn't matter which of us gets the money.

many thanks for the help

Hallo, jetzt geht es wieder mit dem antworten. Ich habe jetzt auch die Mail erhalten.

danke erst mal für die Antwort.

wir wohnen im selben Haus. Benutzen stellenweise den selben pc bzw. sitzen wir auch gerne mal zu dritt davor. Wir achten nicht auf diese Bonus Geschichten mit den Freispielen. Ich behaupte mal, das noch nie der Bonus auf zwei Konten am selben Tag angefordert wurde. Wir spielen mal so, mal so. Aber nicht im Wechsel eines Kontos um dann die paar Freispiele zu erhalten. Da wir schon Auszahlungen hatten, sind wir der Meinung, dass ja alles nachgewiesen wurde. Wir haben halt alle den selben Nachnamen. Die Konten sind ja auch hinterlegt als Abbuchungskonto. Deswegen weiß ich nicht, wie man was falsch machen kann, wenn im System doch diese Konten angeboten werden. Ich habe einfach geklickt, da es ja egal ist wer von uns das Geld bekommt.

vielen Dank für die Hilfe

Could you please advise about a timeline in which the accounts have been created? Were your last winnings accumulated with or without an active bonus?

I would say I started my account in around July 2020. My son came in around December. My wife only this year. Everything appreciated, as we never saw that as a problem and we thought everything should be done right.

Since we also like to play with very high stakes (5 euros plus), we never really noticed anything of this profit from the free spins that are available for the deposit. I had not activated other bonuses (e.g. deposit 50 euros with 100 euros)

Ich würde sagen, ich habe im ca Juli 2020 mit meinem Konto angefangen. Mein Sohn kam im ca Dezember dazu. Mein Frau erst in diesem Jahr. Alles geschätzt, da wir das nie als Problem sahen, und der Meinung waren alles richtig zu machen.

Da wir auch gerne mal mit sehr hohen Einsatz spielen (5 Euro plus) haben wir eigentlich nie etwas von diesem Gewinn aus den freispielen, die es für die Einzahlung gibt, wirklich was gemerkt. Andere Boni hatte ich nicht aktiviert (zb. 50 Euro einzahlen mit 100 Euro spielen)

Do I understand correctly that only your last winnings have been accumulated with an active bonus?

No. I have not received or used a bonus. If I deposit 150 euros and win 1.30 euros on the free spins that I receive for the deposit, then that is not a bonus. I also didn't have an entry in the settings: active bonus. I looked there because I had heard of this problem several times.

Nein. Ich habe keinen Bonus erhalten oder genutzt. Wenn ich 150 Euro einzahle und bei den freispielen, die ich für die Einzahlung erhalte, 1,30 Euro Gewinne, dann ist das ja kein Bonus. Auch bei den Einstellungen: aktiver Bonus" habe ich keinen Eintrag gehabt. Ich hatte da geschaut, weil ich schon öfter von diesem Problem gehört habe.

Do I understand correctly that all three accounts have received successful payments in the past? Could you please clarify what you meant by: "The accounts are also stored as a debit account."?

Yes, I think all three accounts have already been used to withdraw funds. But I can't deposit it.

I mean the following by the accounts:

when I want to make a withdrawal, I am shown whether I want to enter a new account. Alternatively, I can also select an account on the tab. And all three accounts were available on this tab. I just clicked on it. Nothing else. No further information was required to make a payout. Since I could recognize all three bank accounts as our account number, I didn't care which bank account is being paid out to. If this is a violation of using an account other than your own as a payout target, then no other accounts may be displayed either.

Ja, ich glaube alle drei Konten wurden schon zum auszahlen genutzt. Kann ich aber nicht hinterlegen.

ich meine mit den konten folgendes:

wenn ich eine Auszahlung machen möchte, wird mir angezeigt ob ich ein neues Konto angeben möchte. Alternativ kann ich aber auch auf dem Reiter ein Konto auswählen. Und auf diesen Reiter standen alle drei Konten zur Auswahl. Ich habe nur darauf geklickt. Nichts weiter. Keine weitere Angaben waren nötig um eine Auszahlung zu tätigen. Da ich alle drei Bank Konten als unsere konto-Nummer erkennen konnte, war mir es egal auf welches Bankkonto ausgezahlt wird. Wenn dies ein Verstoß ist, ein anderes Konto außer dein eigenes als Auszahlungziel zu verwenden, dann dürfen auch keine anderen Konten angezeigt werden.

Thank you very much, Franky68, 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.

Many thanks for the support

Vielen Dank für die Unterstützung

Hi Franky68,

I'm taking over your complaint. Casinos in general don't really like players to open more than one account from the same IP etc. so I can't guarantee you a positive outcome. However, I will contact the casino and see what can be done. I would like to invite Hyperino Casino to the conversation to participate in the resolution of this complaint.

Hello, and thank you for that.

I have now also received the response from the casino and sent in some documents again.

Hallo, und vielen Dank dafür.

ich habe mittlerweile auch die Antwort des Casinos erhalten und nochmal einige Unterlagen eingesendet.

Hi Franky68,

It's a good thing that the casino communicates, let's see what its reply will be.

Hi Franky68,

Has there been any news?

Hi Peter.

No, unfortunately not. I have sent in all the documents again. Then it should take another 72 hours, but those are already over and nothing happens.

Hallo Peter.

nein, leider nicht. Ich habe noch einmal alle Unterlagen eingesendet. Dann sollte es noch 72 Stunden dauern, die sind aber auch schon vorbei und es passiert nichts.

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.

Hi Franky68,

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