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Hyper Casino - Misleading practices

RESOLVED
Complaint Info
Disputed casino Hyper Casino
Reason Double charge/Refund
dogshead United Kingdom Message
Posted on August 27, 2019

I'm not quite sure what this would fall under. I've signed up to Hyper casino who upon registration said I need to verify my account via email as per normal procedure. I'm a UK player. No email was sent. Straight away after registration I was asked to make a deposit to claim my welcome bonus. Attached is there promo terms screenshot from their page. It does not once specify that players must firstly activate their welcome bonus via the bonus tab in their accounts section. Nor is their any direction or hint of this being in the players account sectionn(Problem No.1).

Upon speaking to customer support and highlighting this I was told my account does not need to be verified by email (Problem No.2).

I then request they immediately return the funds back to my back as I did not trust their practice after I probed them on such issues and was told I had to wait 24 hours for the marketing departing to decide whether or not to activate my welcome bonus (Problem No.3).

Upon this request they told me I should wager my deposit or be charged I 5% fee if I withdraw without wagering (Problem No.4)

They are attempting to hold me to their TCs after already breaching UKGC marketing and Verification policies. I have no intention of staying signed up to this casino after such practice and have no intention of paying the 5% fee or wagering my deposit.

Please can you help

AskGamblers
Posted on August 27, 2019

Dear @dogshead,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed deposit refund/s.

Thanks for cooperating the AskGamblers Complaints Team.

dogshead United Kingdom Message
Posted on August 29, 2019

Eventually this morning the welcome bonus was credited!

Their marketing manager was on holiday at the time of my dispute I have been told.

AskGamblers
Posted on August 29, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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