Hyper casino

I need help with this casino please. Can the rep give me a message please xx

Hello lydbateman,

Could you please provide us with more information about your issue so that we can assist you further? What specific problem are you experiencing?

Thank you for your cooperation.

I won there on the 11th/12 of October and the withdrawal never went through and disappeared. I went back to the support there and they told me I had spun it away. So I asked the agent multiple times if he could provide me with my spin history and he avoided it by saying "you can check it yourself". I explained to him that the spin history was inaccessible both on desktop and mobile and I'd appreciate it if he could email me it. The conversation ended with we'll email you about it. Please help ♥️

Hi lydbateman,

Please send us your casino username via private message and we will contact the casino rep and inquire further about this case.

Thank you.

Hi lydbateman,

Thank you for providing your casino username. We will contact the casino rep and inquire further about this matter. Please keep an eye on this thread for updates.

Dear lydbateman,

We've received a response from the casino rep stating the following:

We have checked this player's account and it seems they didn’t request the winnings to be withdrawn they had just played it all away, they can check their gameplay if they look at it one day at a time, e.g: only the 12th October not 11-12 October.

Could you please try checking your gameplay this way and let us know if it worked?

Thank you.

Dear lydbateman,

Is there any update on your case? Were you able to check your gameplay?

Thank you.

Yes I have tried to check my gameplay history. It isn't available to view. I asked multiple times if they can send it via email, that would be the simplest way to clear this up. I'm still waiting a month later.

Hyper Casino: Your chat transcript [GVN-BDBNB-106]

Dear Lydia Bateman,

As per your request, we have attached the chat transcript containing the correspondence between you and the Hyper Casino support agent.

Please do not hesitate to contact us should you have any further queries.

| name: lydia

| email: [email protected]

Lydia Bateman (18:01:57): withdrawal issue

Simon (18:02:20): Hello Lydia, how are you today?

Lydia Bateman (18:02:27): hi simon

Simon (18:02:58): What seems to be the issue with withdrawal?

Lydia Bateman (18:03:23): i am just wondering if you could send me my casino history from the 11th of october please?

Lydia Bateman (18:03:50): Im ok thanks simon, how are you?

Simon (18:04:23): You have no withdrawals on the 11th of october.

Simon (18:06:08): Are you still with me?

Lydia Bateman (18:06:47): this is my point. i am unable to access my casino history on here, i have tried via mobile and desktop and nothing comes up, could you send it to me please?

Simon (18:07:52): You are able to access it here: https://www.hypercasino.com/en/casino-history

Lydia Bateman (18:09:02): yes ive tried already however nothing comes up.

Lydia Bateman (18:09:22): coukd you send it to me please?

Lydia Bateman (18:09:27): could*

Simon (18:09:43): You need to update the dates and press submit.

Lydia Bateman (18:10:28): i have tried multiple times. via desktop and mobile. could you send it to me please?

Simon (18:10:40): Can you send me a screenshot of when you have updated the date and pressed submit please?

Lydia Bateman (18:11:17): simon, nothing happens that is why i am repeatedly asking you to send me the history of my gameplay

Simon (18:11:28): Can you please send me a screenshot of this? :)

Simon (18:11:53): When you have updated the date and pressed submit.

Lydia Bateman (18:12:07): 1 second

Simon (18:12:21): Thank you, I can advise you further after that.

Simon (18:14:38): Are you still with me?

Lydia Bateman (18:14:48): yes

Lydia Bateman (18:15:25): here it is

Simon (18:15:42): That would be a blank screen, Lydia.

Simon (18:15:56): The image is also minimal.

Simon (18:17:26): Are we still connected?

Lydia Bateman (18:17:44): yes

Simon (18:17:53): That would be a blank screen, Lydia. The image is also minimal.

Simon (18:18:07): Please provide a screenshot of what I requested.

Lydia Bateman (18:18:55): here

Simon (18:20:39): And change the date from 11th of October to today's date and press submit. :)

Lydia Bateman (18:21:06): i pressed submit and nothing happens

Simon (18:21:13): So it goes from 11th of october then press today's date.

Lydia Bateman (18:21:46): i dont need the info for todays date the 11th would be sufficient.

Simon (18:22:21): No, but the gameplay goes from 11th to 12th.

Lydia Bateman (18:23:47): as you see it is not working!!!!!!!!

Simon (18:24:05): And if you scroll down?

Lydia Bateman (18:24:12): please could you send me the

Simon (18:24:18): Since you have a whole page to scroll down for

Lydia Bateman (18:25:08): you can clearly see the start of the bottom of the screen .... home deposit withdrawal etc

Simon (18:25:30): I will have to check this further then. One moment please.

Simon (18:29:25): Thank you for holding. Can we please get back to you via email?

Simon (18:30:48): I will have to pass this over to the relevant department since you are unable to see your history. Once we have resolved this issue since you want to see your history we will get back to you via email.

Lydia Bateman (18:31:23): ok, fine.

Simon (18:31:40): Thank you, can I help you with anything else today?

Kind regards,

Simon

Customer Service Team, Hyper Casino

Questions? - We are happy to help!

Feel free to call us on +356 2033 0258, or our UK number +44 1223 931488 or contact our Customer Service by Live Chat or Email

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Dear lydbateman,

We will contact the casino once again regarding this. Keep you posted on this thread.

Thank you for your patience.

Dear lydbateman,

We've contacted the casino rep and asked for an update regarding your case.

Thank you for your patience.

Dear lydbateman,

Still no response from the casino rep so we've pinged them once again.

Thank you for your patience.

Thanks Jovana you are the best. Hopefully they hurry up. 🤞🏻

Dear lydbateman,

We've received update from the casino rep stating the following:

The customer support team will send an email to this player to fill in a DSAR request and this should show her gaming history.

What is a DSAR?

Hello lydbateman,

It's a Data Subject Access Request. The casino should have explained all of this in the email they sent you. Have you received their email?

No they haven't, they told me they would email me weeks ago and still haven't. Fingers crossed it's different this time.

Dear lydbateman,

Have you checked your spam folder?

Thank you.

Hi Jovana. I have checked my spam and inbox and nothing has come in. The only thing I have from them is promotions.

Dear lydbateman,

We've forwarded them this information and will let you know when we hear back from them.

Thank you for your patience.

Dear lydbateman,

We've received feedback from the casino rep that the email has been sent again today. Could you please recheck?

Thank you for your cooperation.