Complaint #3 Hyper Casino

Withdrawal / verification issues

By Leoné G.

6 years ago

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?

Disputed Casino Hyper Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

6 years ago

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.

Hyper Casino

• Representative

6 years ago

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

• Support Team

6 years ago

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.

Hyper Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $25

Avg. Complaint Duration 3 days

Avg. Response Time 2 days

Hyper Casino Complaints

See all complaints for this casino

Verification problem ongoing!

Been a customer of L&L Europe for over 2 years now, using several brands, and have deposited and withdrawn several times without issue. Did a £40 withdrawal recently, and their brand Hyper casino asked for documents before proceeding. They use an automated system now, and they accepted my payment card, selfie, proof of address, but rejected my passport. I contacted them through live chat, and they said that’s fine, just send them an email with my passport screenshot included. Did this and then they failed to reply until I contacted them again, and this time they want my old cards that I’ve deposited with, that I no longer have access to. I sent photo’s of the front of the cards that I had saved on my phone, clearly showing the same bank account number and my full name on each one, but this was rejected. They then asked me to send in statements showing all payments to Hyper casino, so I sent a PDF of the last deposits on the 2 older cards, again, that showed the same bank account number that I’ve always had, but these were rejected.

I’m fed up now, and it’s not even about the £40. Why have they allowed me to deposit and withdraw several hundreds of pounds on their brands, using 3 cards from exactly the same account, (2 that I no longer have) without alerting me to the fact I may need to suddenly prove ownership of cards that are no longer in use?

I have provided my current card front and back, my passport, proof of address, a screenshot of my statements from 2020, and 2021, and 2022, showing payments to and from them, which has my account number clearly showing on each screenshot, and the top page of a statement showing my name and address, also matching the same bank account number, and this still isn’t good enough. I feel I have adequately provided proof of KYC, yet they refuse to budge. I’m not prepared to send them more, as I feel I have provided more then they need for KYC purposes.

Unresolved

£40

Misleading practices

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

Resolved