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Hyper Casino - Withdraw withheld on technicality

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet while playing with a bonus. As such there is nothing we can do to help them.

Read our Hyper Casino Review.

Player's Complaint

I had created the account by depositing $200 dollars and it automatically used a bonus to start with.

This was not made very clear that my max bet during this couldn't exceed $5, and was never brought up again during my gambling.

I proceeded to gamble up to $30K up and down all the way just under 10k and back up to 30k.

I had changed games and the casino had even automatically set my bet higher then their maximum for this bonus quite a few times.

Also I did gamble through the required amount to release the funds.

They had not used any software to remind, stop, try to prevent or show me that I would be breaking the rules when the bet was set above $5.

I had attempted to withdraw the money and they didn't bring this up, even got them all the required documents.

Then out of the blue I log into my account and my balance was set to $0 and they gave me the reason that I had broken the rules.

I had gambled after I had hit their required amount to withdraw and make the cash real not bonus down to 10k and then back up to 30k.

I feel I should be entitled to the money, they didn't even give me back the original $200 I deposited.

Also they denied my request for an address my lawyer could send information and my request for the wagering history, they stone walled me completely and passed me off to different employees.

This had happened a few weeks ago, I just haven't had the ability to find the time to do this till now.

I have all emails from our correspondence.

Please let me know what can be done and if you require any additional information or documents.

Sincerely [EDIT]

Read the casino review

1 Responses

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ThePOGG
September 24, 2019

Hi erikman86 - welcome to ThePOGG.com!

As we are the ADR for the L&L Europe license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to help you in this situation.

If you have accepted a bonus you have agreed to abide by the terms and conditions associated with that bonus. In this instance the Welcome Bonus terms and conditions are easily located in the promotions section of the Hyper Casino website with the relevant term being point 19. If you have placed bets larger than $5 you have violated the bonus contract and the operator are within their rights to consider the contract void and reset both parties to starting position.

Sorry we could not be of further help.

ThePOGG

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Agreement

erikman86 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:

  • Hyper Casino
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • L&L Europe Ltd

September 24, 2019

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