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Complaint about HypeKasino – Verification completed, but withdrawal not possible

I registered with HypeKasino, fully verified my account, and deposited twice – once €50 via Paysafecard and then another €25. Both deposits were initially not recognized by the system, even though I submitted all necessary documentation (screenshots, payment receipts, etc.) via live chat. Only after repeated follow-up was the money credited to my gaming account.

The real problems, however, began with the withdrawal. Although support stated that I was fully verified, the system continued to tell me that verification was necessary. Several support agents (including Amelia, Mike, Andrew, Ivy, John, and Robin) repeatedly assured me on different days that my documents were being reviewed or that the case had been forwarded to the finance or security team. I uploaded dozens of screenshots, videos, and PDF documents. Yet I was repeatedly put off or redirected to someone else. In some cases, I was asked to deposit with a credit card or cryptocurrency in order to withdraw using that method—even though I don't have a credit card or crypto. Skrill, which would be an option for me, is not available, according to support.

Despite completing the KYC process, constant communication, and over 10 hours of waiting for a solution, I still can't withdraw my funds. The communication is friendly, but without result. I feel like I'm being stalled and wish for a timely solution.

Beschwerde über HypeKasino – Verifizierung abgeschlossen, aber Auszahlung nicht möglich

Ich habe mich bei HypeKasino registriert, mein Konto vollständig verifiziert und insgesamt zweimal eingezahlt – einmal 50 € per Paysafecard und dann nochmals 25 €. Beide Einzahlungen wurden vom System zunächst nicht erkannt, obwohl ich sämtliche Nachweise (Screenshots, Zahlungsbelege etc.) über den Live-Chat eingereicht habe. Erst nach mehrmaligem Nachhaken wurde das Geld meinem Spielkonto gutgeschrieben.

Die eigentlichen Probleme begannen jedoch bei der Auszahlung. Obwohl ich laut Support vollständig verifiziert bin, zeigt mir das System weiterhin an, dass eine Verifizierung nötig sei. Mehrere Support-Mitarbeiter (darunter Amelia, Mike, Andrew, Ivy, John und Robin) haben mir an unterschiedlichen Tagen immer wieder versichert, dass meine Dokumente geprüft würden oder der Fall an das Finanz- bzw. Sicherheitsteam weitergeleitet worden sei. Ich habe dutzende Screenshots, Videos und PDF-Dokumente hochgeladen. Dennoch werde ich immer wieder vertröstet oder an jemand anderen weitergeleitet. Teilweise wurde ich gebeten, mit Kreditkarte oder Kryptowährung einzuzahlen, um über diese Methode auszahlen zu können – obwohl ich weder eine Kreditkarte noch Crypto besitze. Skrill, was für mich möglich wäre, steht laut Support nicht zur Verfügung.

Trotz abgeschlossenem KYC, ständiger Kommunikation und über 10 Stunden Wartezeit auf eine Lösung kann ich mein Guthaben immer noch nicht abheben. Die Kommunikation ist freundlich, aber ohne Ergebnis. Ich fühle mich hingehalten und wünsche mir eine zeitnahe Lösung.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I'm already verified and can log in, but unfortunately the games no longer work on my device. However, they still work on my phone.

I was also told that I would be paid in XRP (Ripple), as PaySafe is currently down. I just wanted to confirm that everything is correct and there are no misunderstandings.

Thank you in advance!

Hallo,

ich bin bereits verifiziert und kann mich auch einloggen, aber leider funktionieren die Spiele nicht mehr auf meinem Gerät. Auf dem Handy klappt es jedoch noch.

Mir wurde außerdem gesagt, dass ich mit XRP (Ripple) bezahlt werde, da PaySafe aktuell nicht funktioniert. Ich möchte nur noch einmal bestätigen, dass alles soweit richtig ist und keine Missverständnisse entstehen.

Vielen Dank im Voraus!

Dear Samir91,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Samir91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru