PlayHippo Casino - Support lied in chat and removed whole amount

RESOLVED
posted on July 2, 2015.

Well,,, this is not nice..
I took a 100% welcome bonus on P-Hippo..and deposited 100 sek ( 10 €) and recived 100% bonus
After a while i had 1037 Sek..( 100 €)
I asked the livechatt if i can forfeit the bonus and in that case, what would happen.
The support said: You will loose your deposit + your bonus.
I asked several times if she meant the 100 kr + 100 kr bonus i recived and she repeted her self over again: yes you are right.
So,, after asking 4-5 times if i only loose 200 sek and will have 800 sek left on my account that has no wager she ansered YES.
She never said that EVERYTHING would dissapear.
Now,, i immiedtly tlaked to her and she claims she said: i told yuou everything will dissapear

I have the full dialog between us at the mail and she never said this to me, she only said i am right when i asked if i loose 100 + 100 Sek..

I have the conversation on mail but its in swedish..
But in translete it looked like this
09:13:36 PM) maria: I deposited Sek 100 only
(9:13:41 PM) maria: and got Sek 100 bonus
(9:13:48 PM) Maria will then 200 Sek disappear?
(9:15:26 PM) maria: if I deposited 100 sek and got 100 sek bonus will only 2++ sek dissapear from my balance that is 1000 sek now?
(9:15:33 PM) maria: iand have SEK 800 left?
(9:15:43 PM) PlayHippo - Chat Support: Both disappear
(9:15:53 ​​PM) maria: I understand then 200 sek disappeas?
(9:16:06 PM) PlayHippo - Chat Support: yes

(9:16:29 PM) maria: okey one second so I cancel
(9:17:25 PM) maria: Wait You said that 100 + 100 would disappear?
(9:17:42 PM) PlayHippo - Chat Support: yes
(9:17:47 PM) Maria: But all disappeared
(9:17:48 PM) PlayHippo - Chat Support: 200 that you had
(9:17:50 PM) maria: Full balance disapeared
(9:18:09 PM) PlayHippo - Chat Support: yes
(9:18:14 PM) PlayHippo - Chat Support: that I said to you
(9:18:21 PM) maria: NO
(9:18:29 PM) maria: I asked if only 200 dissapear and you said YES
(9:18:31 PM) PlayHippo - Chat Support: all money that you deposit with bonus


This happend to me... is this really right? that supoort can lie to me like this?

As i said,,, i have full conversation as you see... i have it on mail from Playhippo..

And the refuse to put back the 1037 sek with 1 815 sek left to wager...

posted on July 4, 2015.

Hi Maria,

I hope all is well, as our support told you we would refund the money as soon as they had verified the amounts. Your money 1037,50 with a wagering of 1845,50 is now in your account.

We hope you will have a great weekend and sorry for the misunderstanding with cancelling the bonus.

Regards
PlayHippo

posted on July 4, 2015.

nice..
This was great..
Well done and i hope your support staff is clearer to you customors. So that when we ask a querstion we get straight up answers :)
But anyway
i recive extra spins for the convinence and averything is like it was
WELL DONE :)

AskGamblers
posted on July 4, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.