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Hyper Casino - Withdrawal / verification issues

REJECTED
Complaint Info
Disputed casino Hyper Casino
Reason Verification issues
Leone South Africa
Posted on September 24, 2019

Hi, i live in South Africa and have recently started playing Hyper Casino i won some money and decided to cash out, upon trying to cash out there was no option to send the money into my bank account. I then contact the Hyper Casino "support" chat and spoke to someone and they said i need to open a Neteller account so that i can transfer the money into there, and from there into my South African bank account. I opened a Neteller account and tried transferring my money but it kept saying insufficient fund or it would say the transfer failed even though i do have money. I then again contacted Hyper Casino's " support" persons and i told them the dilemma and they said i would have to get in contact with someone from Neteller to verify my account. I then contact someone from Neteller via email and they told me that my account is verified on their side. I've been trying to sort out the issue for a couple of days now with no success and no help from Hyper Casino what so ever. Is there anyone else in South Africa experiencing the same problem and if so how did you go about it?

AskGamblers
Posted on September 24, 2019

Dear @Leone,

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

Thanks for cooperating the AskGamblers Complaints Team.

Posted on September 26, 2019

Hello Leone,

I'm very sorry for the inconvenience.

We have been trying to assist you with your withdrawal in the best possible way, but you're unable to make a minimum deposit via your Neteller acccount which is required, so that our system registers your Neteller account as valid payment method.

Due to legal restrictions in South Africa on banking transactions in relation to gambling, withdrawals can only be processed to Skrill or Neteller. If the deposit method does not match the withdrawal method, the account has to be verified before withdrawals can be processed.

In order to process a withdrawal to your Neteller account, you need to make a minimum deposit via Neteller into your Hyper Casino account. We cannot process a withdrawal through any other methods than Skrill or Neteller due to restrictions, and therefor you will need to do a minimum deposit with one of the eWallets. You simply needs to top up Skrill or Neteller, deposit 100zar, and request a withdrawal.

Your Neteller account is verified, but for some reason you haven't deposit with Neteller as you haven't topped it up. It could be that you didn't indicate the transaction that it is for gambling. Skrill/Neteller asks that these days, if you say: no - it fails. We have been trying to explain this to you, but you still haven't managed to top up your Neteller account and make a successful minimum deposit. We also suggested you to use Ecopayz to deposit, as alternative method to use for his withdrawal.

If you're unable to make a deposit via Neteller for any reason, please understand that we're unable to help you with this and you should get in touch with Neteller. As soon as we received a minimum deposit via Neteller, we're able to approve your withdrawal to Neteller.

Best regards,
Hyper Casino

AskGamblers
Posted on September 30, 2019

Dear @Leone,

Please let us know if there's an update regarding your ongoing complaint and whether you have cooperated with casino. Please be in aware that that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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