Hyperino Casino - Il giocatore è stato accusato di aver aperto più account.

Dear Sebastian,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

Were your winnings accumulated with or without an active bonus?

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 as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good day,

Weeks later, a friend wanted to log into the online casino Hyperion from his cell phone when he was visiting me. However, he used his data 100% to log in. But he canceled the registration.

And the email address given by the operator with which I should have registered twice is not known to me or my friend. Which I had also told the operator.

The profit was only achieved after fulfilling the sales conditions for free spins or bonus money.

With best regards

K *** Sebastian

Guten Tag,

Wochen später wollte ein Freund sich auch bei dem online Casino Hyperion anmelden von seinem Handy aus als dieser bei mir zu Besuch war. Dieser hat aber zu 100% seine Daten benutzt um sich anzumelden. Aber er hat die Registrierung abgebrochen gehabt.

Und die Email Adresse die von dem Betreiber angegeben wird mit welcher ich mich doppelt registriert haben soll, ist mir und meinem Freund nicht bekannt. Was ich dem Betreiber auch mitgeteilt hatte.

Der Gewinn wurde erst nach erfüllung der Umsatzbediengung von freispielen oder bonus Geld erzielt.

Mit freundlichen Grüßen

K*** Sebastian

Thank you very much, Sebastian, 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.

Hi Sebastian,

I'm taking over your complaint. I have a question for you. What do you mean by: "And now I can only register with an email address that I don't know or have."? Can you actually log in to the account using the warts******@gmail.com email address?

Hi Sebastian,

I'm taking over your complaint. I have a question for you. What do you mean by: "Und ich mich jetzt nur noch mit einer Email Adresse anmelden kann, welche ich nicht kenne oder habe."? Can you actually log in to the account using the warts******@gmail.com email address?

Alright, I just wanted to make sure I understand, thank you. I will contact the casino and see if I can help. I would like to invite Hyperino Casino to the conversation to participate in the resolution of this complaint.

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.

Hello, why hasn't hyperino contacted you yet? Can't hyperino just see that my account was wrongly blocked and not just pay me the winnings?

Guten Tag, warum hat den sich hyperino noch nicht gemeldet? Kann hyperino nicht einfach einsehen das mein Account zu Unrecht gesperrt wurde und mir den Gewinn nicht einfach auszahlen?

Hi Sebastian,

Unfortunately, it seems that the casino decided not to react to public complaints. 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