Need help with hyper casino. I feel helpless and cheated.

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Lmack7

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Hi guys, I need some help with hyper casino they have decided to ban me without paying me out. I know this site promotes them so I was wandering if anyone like one of the streamers could contact them for me to speed things up as they are VERY slow. So basically I signed up with hyper casino (I’m a girl btw) I signed up and used my boyfriends card as a deposit method (it’s a card we share and I had hid full permission). 

So I deposited 80£ end up winning 350£ and I withdraw it. I specifically ask on the live chat if I need to verify anything so I can speed it up and they said no any withdrawals under 1400£ you don’t need to verify. 

Come the next day they are asking me for documents of me and my boyfriends ID, address and Passport. And as the card isn’t in my name they need him to sign a credit card authorisation form saying that he is allowing me to use the card. So we send everything over, wait a day nothing has happened. They then say I need to do a phone verification to prove who I am etc. I British woman rings me and I pass the phone verification (this was yesteedsay). At the end of the call I say am I fullly verifies now then and she says yes. I also ask if she could speed my withdrawal up if possible and she says she’ll see what she can do but can’t promise anything and it can take upto 24 hours to process. 

So so today I check and see my £350 is still pending and its been over 24 hours, I go on live chat and they say it will be professed soon. An hour passes by so I go to log in to my account and it says my account has been EXCLUDED?! At this point I’m livid they’ve lied to me on multiple occasions already and now WITH NO warning they decide to ban me. I had to find out my self I was banned I didn’t receive in email or anything. 

I then receive an email saying ‘your 85£ withdrawal has been processed’ so I go back into live chat and explain it should be 350 not 85£ and they say they are only returning my deposit?!? I have used my boyfriends card on multiple other sites including video slots and Casumo and have not had a problem just had to provide both mine and his documents and sign a credit card authorisation agreement.

So they can’t say they’ve banned me because I used my boyfriends card as no where does it say you can be banned for this and plus why would they have a form ready that they sent me to sign. I’m absolutely livid its been a week now all my documents that I sent for me and my boyfriend are in a saved folder that I use for every casino and was actually verified for another casino with them just 3 days ago. So they can’t say the documents didn’t match either. 

I’m hoping someone can help me here or maybe get a rep in to discuss it with me as they don’t have a contact number for the complaints department and I can only email them and it takes 24 hours for each reply and I know for a fact they will take exactly 24 hours to reply to each email. I feel completely helpless and let down and very anxious about this whole situation, it shouldn’t be like this when your trying to collect your winnings. 

If no one can help me get a rep or can contact them personally does anyone know how I could proceed with it via the gambling commissions or another website to help get back my winnings. 

Sorry for the long read I just don’t know what to do and I could really do with that money

Thanks Lucy xx

 
You used somebody else's card to sign up and that is a straight breach of the terms and conditions so I doubt you will get anything from them. Hard to criticise the casino in this case.

 
BoracicLint said:
You used somebody else's card to sign up and that is a straight breach of the terms and conditions so I doubt you will get anything from them. Hard to criticise the casino in this case.
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Go find where it says it, it’s literally not true.  they will pay you out once and make you remove it and use your own or in this case my boyfriend signed a credit card authorisation form which means I am allowed to use this card in the future the women who verified me on the phone said because he has signed it you can keep the card on file, each casino is different some will just make you use your own but they will always pay you out. So your wrong I’m afraid.  

Ive inserted two screenshots that they sent me to prove what I was trying to say. 

341312E1-5188-4E14-80AA-5CB1CE922B6F.png

AB3FEB74-EE12-4EED-B6DD-F633DC78EAD8.png

 
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I wasn't not wanting you to get the money,I hope you do,I just always thought that you could only use a card with your name on it as I'd never try using anybody else' card myself. 

Good luck.

 
this is a tough one as you have used your boyfriends card, gambling is addictive please dont take it personal, option was to to use the card and create the account in his name, but this is why they have rules mostly to have the card in your name 

 
Lmack7 said:
Do you know anyone who could help me? Like some of the admins here who know the reps 

@Nick

@LetsGiveItASpin

can you guys help me please ?
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Look how this thing goes. You used somebodys card to deposit. Even if its not written on the terms, its automatically a breach. Consider this, you open up a skrill account and use your mothers card. If they close your account is a ligit move. The support agents you talked to, work for a specified department. When the finance department saw your cashout ( your name and the cardholders name) they probably talked with their supervisor and decided to refund your deposit and close your account. Its a legit move. They didnt steal your deposit so you cannot feel that cheated. If you dont want thise kind of problems just deposit with your own card and stop using other cardholders card.

 
I understand but if you look above thuckiterally have a form readily available for instances like this and when I did the phone verification the woman said will it be you AND your boyfriend using this account and I said will I need to add my own card and she said no now he has signed the credit card authorisation form you can use it freely. 

themajestic said:
Look how this thing goes. You used somebodys card to deposit. Even if its not written on the terms, its automatically a breach. Consider this, you open up a skrill account and use your mothers card. If they close your account is a ligit move. The support agents you talked to, work for a specified department. When the finance department saw your cashout ( your name and the cardholders name) they probably talked with their supervisor and decided to refund your deposit and close your account. Its a legit move. They didnt steal your deposit so you cannot feel that cheated. If you dont want thise kind of problems just deposit with your own card and stop using other cardholders card.
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I understand but if you look above thuckiterally have a form readily available for instances like this and when I did the phone verification the woman said will it be you AND your boyfriend using this account and I said will I need to add my own card and she said no now he has signed the credit card authorisation form you can use it freely. 
 
themajestic said:
Look how this thing goes. You used somebodys card to deposit. Even if its not written on the terms, its automatically a breach. 
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What a daft thing to write. What other 'things' are you aware of which are an automatic breach of 'something' but are not actually terms and conditions?

@Lmack7 You should read the actual terms and conditions you agreed to and go from there. Just because some other casino agreed to it doesn't mean they all will.

 
Skylined87 said:
Hey @Lmack7!

I'll try to get this issue looked into tomorrow and will get back to you :)  
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Thanks a lot! Can you pm me? 

ALSO GUYS I HAVE AN UPDATE

so I rang them today and was on hold for 40 minutes before finally getting through. 

The supervisor (Liz) said my verification didn’t pass the security checks and they are legally allowed to shut my account at any time so that’s what they have done and they don’t have to give me a reason as to why they have failed. 

They are 100% lying. I have all these documents in a file and only 3 days ago I was verified with these same documents by videoslotd and 5 days ago by casumo. They are all legal documents and none of them are blurry, all 4 corners are in every photo and I have used these 100s of times before NEVER had a problem.

Ultimately they have shut down my account for absolutely no reason whatsoever and then lied saying it failed  the security, I have challenged them and asked what exactly failed and which document and they said they are not obliged to tell me. This is a lie as all my documents I use for every casino are the exact same as I have stated before.

j find this behaviour disgusting that they can just shut your account down for absolutely no reason whatsoever after you have won money, if they do this for every 100th person who wins money and then just ban said persons because they are not ‘satisfied’ with the verification documents they will be making a small fortune on the side.

If anyone wants to see the emails exchanged and the documents I sent off PM me and you can see for yourself that they are lying out there @ss  

Lucy x

NudgeShuffle said:
What a daft thing to write. What other 'things' are you aware of which are an automatic breach of 'something' but are not actually terms and conditions?

@Lmack7 You should read the actual terms and conditions you agreed to and go from there. Just because some other casino agreed to it doesn't mean they all will.
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Read the update they have banned be for no reason piece of sh*t casino. 

 
If the card used doesn't have your name on it then it will always be a problem. here in the UK I doubt you'd have even been able to open the account as its become so strict regarding identity checks,and correctly so in my view. If you got your deposit back then you have been treated fairly and not been cheated at all.

 
Over the years I have dealt with several of "I used someone elses card" complaints and not once did I get anywhere for the player. With even tougher money-laundering regulations these days, it's unlikely you will get your winnings.

If they have returned the original deposit to the cardholder, then they will not look into this further IMO. Having a look through their terms, they are well within their rights to close your account.

 
NudgeShuffle said:
What a daft thing to write. What other 'things' are you aware of which are an automatic breach of 'something' but are not actually terms and conditions?

@Lmack7 You should read the actual terms and conditions you agreed to and go from there. Just because some other casino agreed to it doesn't mean they all will.
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i can tell you.many things. Just because its not stated specifically for this occasion, a term can be general for example, online casino is against money laundering and vpn cover up in some occasions.  If you use a stolen lets say card for them, eventhough its not stated, can you categorise it in a general term? Trust me as far as it comes to laws and terms i know what im saying. The only thing she has a reason for asking her winnings is the acceptance they made for her occasion.  I would say to go to askgamblers.com and submit a complaint. Here you will only heear opinions.

 
I don't understand, you mention you've done the same thing several times over the course of a week? You know that it's against T&Cs but you keep doing it, why? Because you got out ok with some other sites?

 
Hi! thank you for your comments and description of the situation. Could you please kindly send your Hyper account details in private message, so we could look it up and check the situation in order to answer you.

 
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Andreas said:
I don't understand, you mention you've done the same thing several times over the course of a week? You know that it's against T&Cs but you keep doing it, why? Because you got out ok with some other sites?
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Why would they have a form ready specifically for this instance then? They also said that once I signed the credit card authorisation card both me and my partner could play ...

Hyper said:
Hi! thank you for your comments and description of the situation. Could you please kindly send your Hyper account details in private message, so we could look it up and check the situation in order to answer you.
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I’m sending them now. Will keep the thread updated with what they say. 

 
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