Hello, I won € 2000 at Hyperino on July 5th and wanted to pay out € 1600. My account was then blocked because the deposit was from a third person. My girlfriend transferred the money to me on the site as I don't have online banking. I have sent all documents such as ID, proof of address, proof of bank account from me and my friend to hyperino. And explains why my girlfriend paid and I didn't. The answer was that the documents will be checked and as soon as the check is over they will report. That was 3 weeks ago. I received an email yesterday that my account is blocked and the payment has been refused. The € 50 that I paid in will be posted back to my friend's account. Is there still a way for me to get the money?

Hallo , ich habe bei Hyperino am 5.7 2000€ gewonnen und wollte 1600€ auszahlen . Mein Account wurde dann gesperrt weil die Einzahlung von einer dritten Person war . Meine Freundin hat mir das Geld auf der Seite überwiesen, da ich kein Online-Banking habe. Ich habe alle Dokumente wie zum Beispiel Ausweis ,Adresse Nachweis , Bankkonto Nachweis  von mir und meiner Freundin an hyperino zugesendet . Und erkl?rt warum meine Freundin überwiesen hat und ich nicht . Die Antwort war das die Dokumente überprüft werden und sobald die überprüfung vorbei ist melden die sich . Das ist jetzt 3 Wochen her . Habe gestern eine e-Mail bekommen das mein Account gesperrt ist und die Auszahlung verweigert wurde . Die 50€ die ich einbezahlt habe werden auf das Konto meiner Freundin zurück gebucht . Gibt es noch eine M?glichkeit für mich das Geld zu bekommen ?

Dear Dominik,

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:

"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 with joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear Dominik,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.