Hyperino Casino - La cuenta del jugador ha sido deshabilitada.

I recently won a larger sum (€ 4,500) at this casino and also paid it out.

Today I wanted to log in again and had to find out that my account was blocked.

On request via live chat I was told that my account was blocked because I had self-excluded in the sister casino Wunderino.

When I asked whether the € 4,500 would still be paid out to me, I was assured that the payment is being processed.

Now I am afraid that I will not get the money paid out because you read some negative things about Hyperino in many forums.

Ich habe kürzlich eine höhere summe (4.500€) in diesem Casino gewonnen und diese auch in die auszahlung gegeben.

Heute wollte ich mich erneut anmelden und musste feststellen das mein Account blockiert wurde.

Auf anfragevim Livechat wurde mir gesagt das mein Konto gesperrt wurde, weil ich im Schwestercasino Wunderino ein Selbstausschluss vorgenommen habe.

Auf meine Frage ob mir die 4.500 € dennoch ausgezahlt werden, versicherte man mir, das die Auszahlung in Bearbeitung ist.

Nun habe ich die Befürchtung, das ich das Geld nicht ausgezahlt bekomme, da man ja über Hyperino auch einiges Negatives in vielen Foren liest.

Dear Henrybz,

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. What was the reason for the self-exclusion in the sister casino? Have you requested it, or it’s been applied by the casino? How long ago it took place?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I requested the self-exclusion myself at the end of January 2021.

But after I had asked by email to reopen my account, I was informed that it was blocked for 6 months

Den Selbstauschluss habe ich selbst Ende Januar 2021 angefordert.

Nachdem ich aber per E-Mail darum gebeten hatte mein Konto wieder zu öffnen, wurde mir mitgeteilt das es für 6 Monate gesperrt ist

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

The casino has just transferred the money

Das casino hat soeben das Geld überwiesen

Hello Henrybz!

I would like to ask you, did you receive your withdrawal after the casino transferred it?

Yes i received my money

Ja ich habe mein geld erhalten

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.