Hippozino Casino - Withdrawal delay followed by bad customer service

RESOLVED
posted on October 3, 2016.

I made three separate withdrawals from Hippozino. I received three separate 'Withdrawal Approved' emails from them, stipulating that the winnings would be paid into my bank account within 7 working days. After the 7 working days had passed, I received none of the payments.

I flagged this with the online support, only to be told that I had been paid. I assured them I hadn't and they repeated the claim that I had. I have emailed them several times, only to be told that I had been paid and I should wait for the 7 days to be up (which I did and I still wasn't paid). I said several times that I would provide bank statements, only to be told that I had already been paid.

After saying that I would escalate this to a higher authority, I was then finally told that this was an error on their part and that they were working on it. When I asked when my winnings would be available, I was told they didn't know.

I was then emailed by them, saying that if I hadn't been paid by Monday (today - 3rd Oct), I was to contact them and tell them so they could investigate. When I attempted to do this today, I was told by the operator called Sannya (in a rude manner) that "everyone was having issues and they would work on it". The operator then cut me off. When I attempted to re-connect to the support, the operator cut me off again without saying anything.

This is terrible customer support. If there is an issue, I should have been informed of it, rather than just repeating that I had been paid. If there was an issue, I should have been given re-assurance of when I could receive my winnings. I certainly shouldn't have been cut off by the "customer support". The only reason I have had to contact Hippozino so frequently is because nobody has given me a satisfactory answer on why this has happened. More than happy to report them to the Gambling Commission if this isn't resolved as this is not appropriate for an online casino.

AskGamblers
posted on October 4, 2016.

Dear @amarsandhu,

Please make sure to update your complaint accordingly and clarify the total amount of disputed withdrawal request/s.

Thank you for your cooperation.

posted on October 4, 2016.

I am currently waiting for a total of £240 in winnings to be paid.

posted on October 4, 2016.

Hi @amarsandhu,

Thanks for contacting us. Please PM me your login email. It will help us to investigate this issue quickly. I look forward to the details.

posted on October 4, 2016.

Please send me your user name and I can PM you or PM me first and I will reply.

posted on October 4, 2016.

Hi, Thanks for sharing your details. I have forwarded it to the investigation team. I hope the issue will solved soon.

posted on October 6, 2016.

I have had two of the amounts paid back but I am awaiting one more amount.

posted on October 6, 2016.

Thanks for the information. I hope it will also arrive very soon. :)

AskGamblers
posted on October 8, 2016.

Dear @amarsandhu,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Thank you for your cooperation.

posted on October 10, 2016.

I am still waiting for the last payment of £80. | have been assured by Hippozino that I will receive an email today but have yet to receive it.

posted on October 12, 2016.

Hi, Can you please confirm if you have received the last payment?

AskGamblers
posted on October 15, 2016.

Dear @amarsandhu,

Please makes sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Thank you for your cooperation.