Hyperino Casino - Il ritiro del giocatore è stato sospeso.

Hello

I'm dilara s ***. i have a problem with hyperino, they don't want to pay me my money and have been holding me for days saying i have violated the general terms and conditions because i deposited money with my parents' paysafe account so i should send the data i sent everything So every day they asked for something different what they want, but I sent everything and they said it would fit and in the future I should simply pay in with my own paysafe account. I have now also created my own, but they said that it was that fits that have verified and I get my money with a little patience but slowly I think that they just want to hold off and not pay it off

why is that so can you please help me i really invested a lot in hyperino and my profit is not a little money so i don't understand why i put off like that. even though i have sent everything they want to pay back my deposits and i didn't accept that they also blocked my account

Many Thanks

s *** dilara

hallo 

ich bin dilara s***. ich hab ein problem mit hyperino, die wollen mir mein geld nicht auszahlen und halten mich seit tagen hin die meinten ich habe gegen die agbs verstoßen weil ich mit dem paysafe account meiner eltern geld eingezahlt habe daraufhin sollte ich die daten schicken ich hab alles geschickt was die verlangt haben also jeden tag kam was anderes was die wollen aber ich hab alles geschickt und die meinten auch das es passt und ich in zukunft einfach mit meinem eigenen paysafe account einzahlen soll ich hab mir auch jetzt ein eigenen erstellt aber die meinten halt das es passt das die verzifiziert haben und ich mein geld bekomme mit etwas geduld aber langsam glaub ich das die mich nur hinhalten wollen und es nicht auszahlen 

warum ist das so können sie mir bitte weiterhelfen ich hab wirklich viel investiert in hyperino und mein gewinn ist nicht wenig geld deswegen versteh ich nicht warum ich so hingehalten. werde obwohl ich alles geschickt habe die wollen jetzt auch meine einzahlungen zurück zahlen und das hab ich nicht akzeptiert die haben auch mein konto gesperrt

vielen dank 

s*** dilara 

Dear Dilara,

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."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

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? If not, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela

Dear Guru Team,

I read your terms and conditions again in peace. There, under 2.4 Payments, it is stated that no payments may be made from third-party credit cards or bank accounts. However, a PaySafe account from my parents is not one of the same. It is an online payment system that I used to spend the money I spent on a PaySafe card at the gas station. So I have not violated your terms and conditions. If you are of the opinion that I have done this, please send me the paragraph which is affected by the Paysafe account in your terms and conditions. I ask for a quick clarification.

Best regards

Dilara S ***

Sehr geehrtes Guru Team,

ich habe mir nochmals in Ruhe Ihre AGB‘s durchgelesen. Dort steht unter 2.4 Zahlungen, dass keine Zahlungen von fremden Kreditkarten oder Bankkonten erfolgen darf. Jedoch ist ein PaySafe Konto von meinen Eltern keines der gleichen. Es ist ein Online Bezahlsystem welche ich benutzt habe das Geld, welches ich an der Tankstelle für eine PaySafe Karte ausgegeben habe, auszugeben. Somit habe ich nicht gegen Ihre AGB‘s verstossen. Falls Sie, doch der Meinung sein sollten, dass ich das getan habe, bitte ich um Zusenden des Paragrafens welches in Ihren AGB‘s von dem Paysafe Konto betroffen ist. Ich bitte um schnelle Aufklärung.

Beste Grüße

Dilara S***

Dear Dilara,

The paragraph that you cited in your last reply says:

"„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."

Would you be able to prove that you are a legitimate owner of the payment method?

Dear Casino Guru Team,

I took another look at Hyperino's terms and conditions, strangely enough, the terms and conditions on your website under point 2.4 contain other things such as the text that you sent me. Since we will not come to an agreement that way, I will submit a written complaint to the MGA (Malta Gaming Authority) in English. I reserve the right to take any legal action against your company. Thanks for your time.

Best Regards

Dilara S ***

Sehr geehrtes Casino Guru Team,

ich habe mir nochmals die AGB‘s von Hyperino angesehen, komischerweise stehen in den AGB‘s auf Ihrer Website unter dem Punkt 2.4 andere Sachen wie die Textstelle die Sie mir zugesendet haben. Da wir so nicht zu einer Einigung kommen werden, werde ich eine schriftliche Beschwerde an das MGA ( Malta Gaming Authority) auf englisch einreichen. Ich behalte mir das Recht vor eventuelle rechtliche Schritte gegen Ihr Unternehmen einzuleiten. Vielen Dank für Ihre Zeit. 

Mit besten Grüßen

Dilara S***

You have an absolute right to file an official complaint. However, the paragraph you have cited in your previous replies says that the verification to establish the ownership of a payment method will be carried out by the casino or by third parties, not that deposits using third-party payment methods are allowed.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Dear Dilara,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.