Hiperwin Casino - L'account del giocatore rimane bloccato.

Hello,

I played at hiperwin, and after a few days, my account was blocked and verification was requested. I submitted all the required documents, and my account was successfully verified.

However, the account remained blocked afterward because I was told it still needed further verification. Now, almost three weeks later, the account is still blocked. I have an active bonus that's valid for 30 days. Those 30 days are almost up, and I haven't had any chance of fulfilling the conditions for almost three weeks.

Hallo,

ich habe bei hiperwin gespielt und nach ein paar Tagen wurden mein Account blockiert und eine Verifizierung angefragt. Die erforderlichen Dokumente habe ich alle eingereicht und mein Account wurde auch erfolgreich verifiziert.

Anschließend blieb der Account aber gesperrt, weil man mir sagte, dass er noch weiter überprüft werden muss. Jetzt fast 3 Woche später ist der Account immer noch gesperrt. Ich habe einen aktiven Bonus, der 30 Tage lang gültig ist. Diese 30 Tage sind jetzt demnächst bald rum und ich habe seit knapp 3 Wochen keinerlei Chance die Bedingungen noch zu erfüllen.

Dear Helli929,

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

To assist you effectively, could you please answer the following questions:

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Could you kindly send me a link to the bonus you activated and played with?
• Was your account blocked during gameplay, or did you submit a withdrawal request before the account was blocked?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hi Veronica,

I played the following bonus:

https://www.hiperwin.com/de/promotions/hiperwin-sportsbook-bonus-3/

I placed five bets with this bonus. After that, my account was temporarily blocked. I received a verification request via email, which I successfully completed. However, my account remained blocked, with a message stating that something needed to be checked. It shouldn't take long, though. This happened three weeks ago. I asked several times about the status, and I always received the same response.

I haven't been able to use my active bonus yet. Since the bonus is only valid for 30 days, unfortunately, it will expire in a few days.

Hi Veronika,

ich habe folgenden Bonus gespielt:

https://www.hiperwin.com/de/promotions/hiperwin-sportsbook-bonus-3/

Mit diesem Bonus hatte ich 5 Wetten gesetzt. Danach war mein Account erstmal gesperrt. Per Mail kam die Anfrage der Verifizierung. Diese habe ich dann erfolgreich abgeschlossen. Dennoch blieb mein Account weiterhin gesperrt mit dem Hinweis, dass irgendwas geprüft werden muss. Es sollte aber nicht lange dauern. Dies ist nun drei Wochen her. Ich habe mehrmals nachgefragt, wie der Stand sei und es wurde immer das selbe geschrieben.

Meinen aktiven Bonus konnte ich somit bisher nicht weiter umsetzen. Da der Bonus nur 30 Tage gültig ist, sind diese leider auch in ein paar Tagen um.

Thank you for the response.

As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. For this reason, I have to reject your complaint.

Thank you very much for your understanding.

Best regards,

Veronika