Complaint #5 Hiperwin Casino

Cancels the deposit along with the bonus

By Quebonaf

3 years ago

Hyperwin is stealing deposit and their live chat support Jean François is arrogant and the worst support I have seen in 10 years playing online gambling.

I made a deposit: 18/02/2023 14:58:00 amount: €104.90, I automatically received a 100% bonus on Sport.

Bonus amount was 208e, I placed 2x the bet, one bet won so my bonus balance was €191.62, second bet is lost. Then I noticed in the conditions that Poland is excluded from the deposit promotion.

Of course, I immediately wrote to Garret in the chat, what in this situation, can I continue to play? what should I do, I received a response that the bonus was granted by a system error and that escalate the problem to the appropriate department and that I should wait for a response, so I logged out and didn't play anymore.

Today I receive an e-mail in which hyperwin support informs me that it was me who canceled the € 191.62 bonus, I was very unpleasantly surprised because when I logged out of the Hiperwin website on 18/02/2023 the bonus was available in my account. After all, it's absurd that I canceled the bonus because it also resulted in the loss of the deposit, I would never do that, it's completely pointless.

IUt looks like someone at hyperwin canceled my bonus balance (including deposit) because the terms and conditions said that Poland is excluded from bonuses. On live chat an arrogant person Jean François who does not answer any questions, ends the conversation every time and hangs up.

So it's impossible to explain anything, not getting any help from support, never seen such a low standard of live chat support. In my opinion if the casino cancels the €191.62 balance bonus they should refund me the €104 deposit, the casino simply cancels the bonus that is linked to the deposit, cancels my entire balance and sees no problem.

If they add a bonus due to a system error to a player from an excluded country and then cancel it, by what right do they also steal the deposit,

Support responds:

Bonus forfeited on the 18th of February 2023 at 15:58, total amount of bonus gained at the time of forfeit: 104.90 EUR.

Such an answer from support: Jean François. I made a deposit at 18/02/2023 14:58:00 and placed my bets a few hours later at 18:51 and 18:53 and the entire balance of € 191.62 was canceled, so the bonus couldn't be forfeit in time 18.02.2023 15.58 as support wrote.

I have added screenshots to prove it. Unfortunately, on the hyperwin website, it is not possible to check the history of bonuses and when it was canceled.

Disputed Casino Hiperwin Casino

Reason Bonus removal

Amount €100

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Quebonaf

3 years ago

HIPERWIN CASINO - of course I agree to your offer.

but the whole situation looks like this in my opinion:

when i deposited 104.9e i got bonus 104.9e and all balance was in bonus (deposit and bonus are not in separate balance, this is sticky bonus
) i bet 2x coupon single ( stake bets 110e and 99.8e) for whole balance i bet whole bonus amount which is 209.8 (104.9 deposit + 100% bonus 104.9)
one of these bets was won and my balance was 191e, and that balance was cancelled.
it was nowhere mentioned which bet was placed for the deposit and which bet was placed for the bonus because the entire balance was in the bonus like in a sticky bonus.

AskGamblers Complaint Team: yes I agree to the offer of Hiperwin and consider this as a solution to the problem.

Thanks to Hiperwin and ASKgamblers for their help in resolving the issue.

AskGamblers

• Support Team

3 years ago

Dear @Quebonaf,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hiperwin Casino

• Representative

3 years ago

Hi Quebonaf,

We appreciate your compliance.

Please understand that the 100Euro is not a return of your deposit as your deposit was instantly used on a Sports bet for 104.90EU.

This is a refund of the bonus funds, since you had wagering included in the bonus, we have removed the wagering and we are offering you a free bonus of 100Euro.

We hope this clarifies the matter. I completely agree that this could have been resolved earlier, and I can assure you we will give the relevant feedback from Management.

Thanks,

Customer Support Management

Hiperwin Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $37

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Hiperwin Casino Complaints

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Hiperwin is not paying winnings

Several weeks ago I made a deposit and won €1,142 playing slots at Hiperwin Casino. Shortly after winning, I tried to make a withdrawal. Soon afterward the funds had returned to my casino account. I received an email from support saying that I had to wager approx ten thousand euros before withdrawing because that was the bonus requirement.

My winnings came from bets using real money funds. This is reflected by the fact that my balance is in real money and there are no active bonuses anywhere on my account. I pointed all of this out to support by email. They replied agreeing that there was no wagering on my account and that I can make a withdrawal. I was happy at this point that a misunderstanding had been cleared up and that I had been told I could be paid my winnings.

I made the withdrawal and the money bounced back again. Again they email the same thing: That I must bet 10.000 euros before being allowed to withdraw as if the previous conversation never happened.

I spoke to live chat who then said that the reason this was happening is that there is an error with my Bitcoin account. This is not only false but completely contradictory to everything else support has said to me up until now. I pointed out that there is no error on my account. It works with every other merchant and the account address I provided during the cash out was correct since it was copy pasted. I then went ahead and made the withdrawal in front of the live support agent sending screenshots to them showing them that I had completed the withdrawal and that there was nothing wrong with my account or the details I provided. The live chat agent told me that he would keep an eye on the transaction.

Nearly another week passes and the money has bounced back to the casino account. Again I have an email saying that I must complete wager many thousands to withdraw despite my balance being real money.

At first, I thought this was a misunderstanding. Now I am finding it hard to believe that it is.

1. They tell me I have a bonus on my account that I must wager.

2. I prove to them that I do not.

3. They acknowledge that I am right and that I can withdraw.

4. When I withdraw they do not pay.

5. Live chat insinuates that this error is on my end. I demonstrate that the error is not mine and I withdraw in front of them.

6. Despite live chat assuring me they will keep an eye on the transaction, the money bounces back to the casino after several days of waiting.

Hiperwin, please don’t tell me I must wager because I have already wagered a ton and there is no active bonus on my account. My funds are real money funds. If they were bonus funds the mechanics of your website would not even let me withdraw, since no withdrawals can be made with any active bonuses. Can you please pay me my winnings and maybe improve your support?

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I have been waiting for a month to review

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TL111