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?