Hyperino Casino - プレイヤーが自分のアカウントを確認するのに苦労しています。

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that you have blocked your account in this casino in the past and now you wish to reopen it? What was the reason to close it earlier? Could you advise how long ago it has been? Additionally, if you still have the communication from before, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

good day no I was blocked about 3 weeks ago because of my responsibility so as not to get addicted to gambling. I therefore wanted to have my remaining balance paid out. But this is always needed and then something else that annoys me, I hope you can help me. Thank you

guten tag nein ich habe vor ca.3 Wochen mich sperren lassen wegen meiner Verantwortung um nicht der spielsucht zu verfallen. daher wollte ich mein restguthaben ausgezahlt haben . aber immer dieses wird gebraucht und dann wieder was anderes das nervt ich hoffe sie können mir helfen.danke

Dear Michael,

Thank you very much for your quick reply. Do I understand it correctly that you have requested your account to be blocked 3 weeks ago due to a gambling addiction and your remaining balance was pending since?

yes, thank you very much for your quick answer. yes I chose self-protection

ja genau für ihre schnelle Beantwortung danke ich recht herzlich. ja ich habe mich für den Selbstschutz entschieden

Thank you very much Michael for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Peter you need any information with kind regards Michael

hallo Peter brauchen sie noch irgendwelche Infos mit freundlichen gruß michael

Hello Michael,

I'm taking over your complaint. Could you please forward all relevant conversations with the casino to my email address (peter.m@casino.guru)? That would be very helpful.

hello Peter unfortunately my conversations with the casino were only in live chat, I have no documentation. I was always rejected very quickly and the conversation was ended. As I said, documents were plentifully received 7 days ago and the last one doesn't respond at all. thank you for being there for me

hallo Peter leider sind meine Gespräche mit dem Casino nur im live Chat gelaufen darüber habe ich keine Dokumentation. ich wurde aber auch immer sehr schnell abgewiesen und das Gespräch wurde beendet. wie gesagt Dokumente haben sie reichlich erhalten vor 7 tagen die letzten und die reagieren überhaupt nicht leider. danke das sie für mich da sind

I understand, I will contact the casino and see what can be done.

thank you and stay healthy

danke und bleiben sie gesund

Hello Peter, I just got informed that my credit will be paid out tomorrow. Thank you very much for all efforts. greetings from michael let's see if the money arrives

hallo Peter gerade eben habe ich bescheid bekommen das mein guthaben morgen ausgezahlt wird. für alle Bemühungen recht herzlichen dank. grüsse von michael mal schauen ob das geld ankommt

Hi Michael,

That's good news. Please let me know when you receive the funds.

Hello Peter Unfortunately there is still no money in my account, she just wanted to inform you

hallo Peter leider ist bis heute noch kein Geld auf mein Konto wollte sie nur informieren

Hi Michael,

Thank you for the update. It's been a week now, so there was enough time for the money to arrive. I'll try to get in touch with the casino and find out what the problem is.

hello Peter there is still no money today thank you for the effort

hallo Peter auch heute ist immer noch kein Geld da. danke für die mühe

hello Peter now you can see for yourself how hyperino deals with its customers still no money

hallo Peter jetzt sehen sie selber wie hyperino mit seinen kunden umgeht bis zum heutigen tag immer noch kein geld

Hello Peter yesterday on the 9th I contacted hyperino again in live chat to ask for the money I got the answer that it is not a hyper transfer. therefore it would be correct that it takes so long. Insolence or

hallo Peter gestern am 9. habe ich hyperino im live Chat nochmals kontaktiert um nach dem Geld zu fragen habe ich zur antwort bekommen das es keine hyper Überweisung ist. deshalb währe es richtig das es so lange dauert. Frechheit oder

Hi Michael,

I still haven't heard from the casino. The email I sent was opened, but there was no reply yet. I'll try to remind the casino about the complaint.

hello peter what happens if they don't answer i lose my money?

hallo Peter was passiert denn wenn die nicht antworten verliere ich dann mein Geld?

Hi Michael,

The casino has a good rating so I'm expecting a response soon. I sent them another email, let's just wait a few more days.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

hello Peter yesterday on 13.5. I wrote an email to hyperino which was not very friendly but not insulting, but this had an effect and today the money in my account is true. I would like to thank you very much for the effort you have had through me and for your commitment and wish you all the best and good health. thank you

hallo Peter gestern am 13.5. habe ich hyperino eine mail geschrieben die nicht sehr freundlich wahr aber auch nicht beleidigent,aber dieses hat Wirkung gezeigt und heute wahr das gteld auf meinem Konto. Für die mühe die sie durch mich hatten und sie sich auch eingesetzt haben bedanke ich mich recht herzlich und wünsche ihnen alles gute und viel Gesundheit. Danke

Hello Michael,

I'm glad to hear you had more success than me and that your issue got resolved. I will now mark it as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. Thank you for using the Casino Guru complaint resolution center. 

Best regards,

Peter