Hyperino Casino - Der Spieler hat Probleme, die Kontobestätigung abzuschließen.

My account was blocked for the upcoming payout. I sent the team all the necessary documents, such as photos of the credit cards and bank statements. Unfortunately, Hyperino only replies with prefabricated text modules without addressing the problem and has been asking me for several weeks to send various documents that I have already sent them.

Mein Konto wurde bei der bevorstehenden Auszahlung gesperrt. Ich habe dem Team alle notwendigen Unterlagen, wie Fotos von den Kreditkarten und Kontoauszüge geschickt. Leider antwortet Hyperino nur mit vorgefertigten Textbausteinen, ohne auf das Problem einzugehen und fordert mich seit mehreren Wochen auf, unterschiedliche Unterlagen zu senden, die ich denen bereits geschickt habe.

Dear Violetta,

Thank you very much for submitting your complaint and for forwarding all the relevant communication. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Dear Violetta,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, 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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.