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Hyper Casino - Account Balance Access

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Hyper Casino Review.

Player's Complaint

On 22/02 I noticed that access to my Hypercasino account (games as well as cashier) was blocked.

I asked the "VIP Host" about this on the same day and was told that there was an unspecified "review" and that I would be notified once the review was complete.

No further information, nor a time frame, were communicated in response to further enquiries. I raised a formal complaint with the operator on 25/01, also formally asking to remit my account balance. No substantial reply has been received to the complaint, only further "VIP Host" messages, stating that I would be notified at an unspecified time.

To this date, I have not even been told what this "review" is about.

I consider the time frame of this "review", and the fact that the operator has not even informed me what is being reviewed, as unacceptable. I have neither been given a reply to the formal complaint (their T&C do not state a time frame for this), nor a time frame for resolution.

As a result, I am starting the ADR process and am asking to compel the operator to return my account balance.

My account is fully verified including source of wealth and source of funds, and no concerns have been raised regarding the documentation provided.

Thank you for your consideration.

Read the casino review

5 Responses

User icon
thepogg
February 5, 2022

Hi ms2905 - welcome to ThePOGG.com.

Is it fair to assume that this is you [EDIT]?

Thanks,

ThePOGG

User icon
ms2905
February 6, 2022

That is me, yes.

User icon
thepogg
February 6, 2022

Hi ms2905,

Thanks for that confirmation.

Looking at your work experience, you have held positions previously where you will have been involved in conducting KYC on customers. That being the case you will be familiar with the facts that security reviews can take far longer than you have left it to submit this complaint and that there are circumstances in which the operator will be limited in what they can share with you.

While we will be happy to review this case in due course, this service is not intended simply to hurry the KYC process along. If you are still experiencing issues on Friday the 18th of February let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ms2905
February 11, 2022

Thank you for yur reply.

The operator has paid out the account balance.

[EDIT - given this complainant's activities within the industry, we do not feel it appropriate to provide them a platform to express opinions about other businesses within the sector.]

User icon
thepogg
February 12, 2022

Hi ms2905,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

ms2905 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

February 4, 2022

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