Hyperino Casino - La cuenta del jugador ha sido congelada.

Hello my name is Manuela.

I deposited money with Hyperino but from my husband's account.

Yesterday I made a withdrawal of 2100 €. Today the account was frozen and I wrote to the casino.

They said that I violated the terms and conditions because the account is in my husband's name, but I can access the account and have an account card.

I then sent my husband's marriage certificate and ID card. And on the player account there is also about 400 € on it. Which of course I don't want to give away. I am of the opinion that I have not violated anything, even if the player account is given with my name. I hope you can help me.

Hallo mein Name ist Manuela.

Ich habe bei Hyperino Geld eingezahlt aber von dem Konto meines Mannes.

Gestern habe ich dann eine Auszahlung getätigt von 2100 €.Heute wurde das Konto eingefroren.Daraufhin schrieb ich das Kasino an.

Sie sagten das ich gegen die Bedingungen verstoßen habe da das Konto auf den Namen meines Mannes läuft.Aber ich kann auch auf das Konto zugreifen und habe auch eine Kontokarte.

Ich habe dann Heiratsurkunde und Den Ausweis meines Mannes zugesandt.Und auf dem Spielerkonto sind auch noch ca 400 € drauf.Was ich natürlich nicht verschenken möchte.Ich bin der Meinung das ich gegen nichts verstoßen habe auch wenn das Spielerkonto mit meinen Namen angegeben ist.Ich hoffe sie können mir helfen.

Dear Manuela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.hyperino.com/en/terms-and-conditions:

„2.4 In order to perform any transaction the gaming operator may undertake any such verification checks as may be required by ourselves or by third parties (including, but not limited to, regulatory bodies) to confirm the legal ownership and the origin of the money implicated, the identity of the applicant and to comply with the existing anti money laundering provisions."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? Does your husband have an account in the same casino too?

Looking forward to hearing from you.

Best regards,

Petronela 

Hello!

First of all, thank you for taking care of the matter. Yes, I can also deposit and withdraw money with the card. I have also sent all copies of the card to the casino as well as the marriage certificate and personal information.

Lg Manuela

Hallo!

Erst einmal danke da sie sich der Sache annehmen.Ja ich kann mit der Karte auch einzahlen und auch Geld abheben. Ich habe auch dem Casino alle Kopien der Karte zugesandt sowie auch Heiratsurkunde,Personalazsweise.

Lg Manuela

So is it a joint account? Is your name displayed on the bank statement or the card itself?

Hello!

On the card, but not on the statement, but I sent a copy of my bank card there.

Hallo!

Auf der Karte ja aber nicht auf den Auszug.Aber ich habe die Kopie meiner Bankkarte dort hingeschickt.

So on the card is only your name displayed, correct? Does your husband have an account in the same casino too?

Dear Manuela,

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.