HypeKasino Casino - La cuenta del jugador permanece abierta tras la solicitud de autoexclusión.

Dear CasinoGuru Team,

​I am filing this complaint against Hitz Gaming OÜ regarding their sister brands Trickz and Hype. The operator has severely failed to protect me after a clear declaration of gambling addiction.

​On May 6th, 2026 at 07:14 AM, I sent a formal email to support@trickz.comand support@hypekasino.com explicitly stating that I suffer from severe gambling addiction and requested an immediate, permanent closure/self-exclusion of my accounts across their network.

​While their other sister brand (Winnerz) reacted properly and blocked me instantly, Trickz and Hype completely ignored my request. They kept my accounts open and allowed me to continuously deposit and lose money over the following week.

​Between May 6th (after my exclusion email) and May 13th, I lost a total of 3,607.00 € across these two brands. When confronted, the support only used stalling tactics, refused to provide my full transaction histories under GDPR, and claimed they are not responsible for other brands.

​I have already filed an official complaint with the Estonian Tax and Customs Board (EMTA). I am requesting the full refund of 3,607.00 € which was unlawfully accepted after my clear self-exclusion request.

​Thank you for your assistance.

Aida S.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response from the customer support of HypeKasino Casino regarding your self-exclusion request submitted on 6 May? If so, please forward the communication to me at veronika.f@casino.guru.
• Have you attempted to contact the casino through any other communication channels, such as live chat? If yes, what response did you receive?
• If your initial email remained unanswered, did you send any follow-up requests or additional account closure requests? Please provide copies of those communications if available.
• Has your account been fully verified (KYC approved) at the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika.

Did you receive a response from HypeKasino Casino's customer service regarding your self-exclusion request of May 6th? NO, I did not receive a response on May 6th, 2026. Only the partner company Winnerz responded to my request to close my account and reply to me.

Have you tried contacting the casino via other communication channels, such as live chat? If so, what response did you receive?

Yes, they said the block could only be done via email. On May 11th or 12th, the live chat representative claimed they had never received an email. However, since the email address is correct and WINNERZ responded, that can't be right.

If your first email went unanswered, have you made any further inquiries or requests to close your account? Please send us copies of this correspondence, if available. - YES, multiple times. I will forward all emails I have to you via email.

Has your casino account been fully verified (KYC approved)?

YES

Liebe Veronika.

Haben Sie vom Kundenservice des HypeKasino Casinos eine Antwort auf Ihren Antrag auf Selbstausschluss vom 6. Mai erhalten? NEIN am 6.5.2026 habe ich keine Antwort erhalten. Jediglich hatte sich die Partnerfirma Winnerz der Aufforderung mein Konto zu schließen und mir zu antworten gestellt.

Haben Sie versucht, das Casino über andere Kommunikationskanäle, wie z. B. Live-Chat, zu kontaktieren? Wenn ja, welche Antwort haben Sie erhalten?

Ja, es hieß die Sperre sei nur per Email möglich. am 11 oder 12.5 meinte das LiveChat sie hätten nie eine Email erhalten. Da aber die Emailadresse korrekt ist und WINNERZ antwortete kann das nicht sein.

Falls Ihre erste E-Mail unbeantwortet blieb, haben Sie weitere Anfragen oder Anträge auf Kontoschließung gestellt? Bitte senden Sie uns Kopien dieser Korrespondenz, sofern vorhanden. - JA mehrfach. Ich sende Ihnen alle Emails die ich habe per Email zu.

Wurde Ihr Konto im Casino vollständig verifiziert (KYC-genehmigt)?

JA

Hello Jakub02,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email and for your patience while I was away from the office.

I have reviewed the communications you sent me, and I need some additional information to better understand the timeline of events.

More specifically, the emails you sent to the casino on 6 May, 11 May, and 12 May do not include any responses from the casino. However, based on the content of your messages, it appears that you may have been in contact with customer support during that period. For example, in your email dated 11 May, you state that your account had been closed but was subsequently reopened by the casino despite being aware of your gambling-related issues.

Could you please clarify this part of the timeline in more detail? Was your account closed at any point between 6 May and 11 May? If so, when exactly was it closed, and when was it reopened?

Additionally, did you receive any response from the casino to your email sent on 12 May?

Also, is your account currently closed? If so, when did the casino close it?

Please also forward any missing communications, including the casino's replies. Reviewing the casino's responses is a crucial part of our investigation and resolution process.

Thank you in advance for your cooperation.

I closed the account myself and then reopened it. I don't remember exactly whether I closed it for 48 hours or 7 days. The casino itself did nothing before May 12th or 13th. It was all just hype and tricks.

All communication is contained in the email. There will be no further communication. On May 12th, all accounts of Trickz, Hype, and Bulletz were closed, as they are all partner casinos.

Ich selbst schließe das Konto und nach es öffnete selbst. Ob ich es auf 48 Stunden oder 7 Tagen geschlossen hatte weiß ich nicht mehr genau. Das Casino selbst unternahm nichts vor dem 12 - 13 Mai. Hype wie auch Trickz.

die komplette Kommunikation haben Sie auf der Email. Es besteht keine weitere Kommunikation. Am 12.5 wurden alle akonten von Trickz, Hype und Bulletz geschlossen da alles Partner Casinos sind

Did you close your account using the self-exclusion feature in your profile? Did you receive any email confirmations regarding the closure? If so, please forward them to me as well.

Also, when you reopened your account, were you required to complete any questionnaires or go through any responsible gambling procedures?