Hi

I'm waiting for my payout on November 9th, 2020 I have neither played a second account nor played with a bonus

I deposited with my virtual credit card from revolut and monese.

Constantly there were problems with the verification, you wanted to keep screenshots that you had not accepted. So I asked revolut to create a pdf with all of my maps. I received this and forwarded it to the casino 5 times and I wrote it every time. Virtual card I can't send a photo from the card. After 5 times they wanted a screenshot again and they at least explained to me where I had to press something on revolut. The joke was that the same PDF came out according to their instructions which I had already sent 5 times and the almost same game with my Monese credit card and now my account has allegedly been blocked because of a stalled verification. Daa is not normal, is it?

regards

Jerome

Hi

ich warte seid dem 09.11.2020 auf meine Auszahlung ich habe weder ein zweites konto noch mit bonus gespielt

Ich habe mit meiner virtuellen kreditkarte von revolut und monese eingezahlt .

St?ndig bei der verfizierung gab es probleme sie wollten dauernd screenshot die, Sie dann nicht akzeptiert hatten. Also habe ich revolut darum gebeten mir ein pdf zu erstellen mit allen meinen karten. Dies habe ich bekommen und an das casino weitergeleitet bestimmt 5 mal und ich hab es auch jedes mal geschrieben es virtuelle karte ich kann kein foto von der karte schicken. Nach dem 5 mal wollten sie wieder einen screenshot und sie haben mir wenigstens erkl?rt wo ich bei revolut was drücken muss. Der witz dabei es kam nach deren Anleitung das gleiche PDF raus was ich schon 5mal geschickt hatte und das fast gleiche spiel mit meiner Monese Kreditkarte und jetzt ist mein konto angeblich wegen einer standert verfizierung blockiert worden. Daa ist doch nicht normal ?

Viele Grü?e

Jerome

Dear Jerome,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that this is the only thing holding you back from completing the KYC? Have you provided all the other required documents?

Could you please forward any relevant communication between you and the casino to [email protected]?

Looking forward to hearing from you.

Best regards,

Kristina

The verification had been completed long ago, months ago.

So with ID and proof of address, I always delivered everything and now my account has been blocked. I've always been kind too.

Die Verfizierung war schon lange abgeschlossen, vor Monaten schon.

Also mit Ausweis und Adressnachweis, ich habe immer alles geliefert und jetzt ist mein account blockiert worden. Ich bin auch immer freundlich gewesen.

Thank you very much 089city for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

The casino wrote me the following over the weekend:

"Hello Jerome,

We are still working on your case and will get back to you with feedback in a timely manner. Rest assured that this is your priority.

Thank you again for your patience and we apologize for any inconvenience.

Sincerely yours

Toni

Team Hyperino "

Question should I wait?

Mir hat das Casino folgendes am Wochenende geschrieben:

"Hallo Jerome,

Wir arbeiten noch immer an Ihrem Fall und werden uns rechtzeitig mit Rückmeldungen an Sie wenden. Seien Sie versichert, dass Sie Priorit?t haben.

Nochmals vielen Dank für Ihre Geduld, und wir entschuldigen uns für eventuelle Unannehmlichkeiten.

Mit freundlichen Grü?en

Toni

Team Hyperino"

Frage soll ich noch warten ?

Hello Jerome,

I looked at your case and emails and understand the situation. It may get resolved soon, but I will contact the casino anyways and see if we can speed up the whole process.

Yes, thank you, it's also about 41,000 euros that I won.

Thank you for your help.

Ja danke dir, es geht auch um 41000Euro die ich gewonnen habe.

Danke sch?n für eure Hilfe.

We would like to ask the 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.

Hi Jerome,

I tried to get in touch with the casino repeatedly but without success. 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 with 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 ([email protected]). I wish I could be of more help.

Best regards,

Peter