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Hippodrome Online Casino - Twice told I was verified but withdrawals still not processed

UNRESOLVED
Complaint Info
Disputed casino Hippodrome Online Casino
Reason Delayed payment
Amount £ 576
Posted on May 18, 2019

Three months ago I signed up to Hippodrome online Casino. I requested three withdrawals within a week.

3 months later and the withdrawals are not processed. I was asked to complete KYC. I sent in all my ID and three bank statements.

I received an email confirming I was verified.

A month later I had still not received my withdrawal. I went on chat and spoke to a manager. He spoke with Operations and they apologied, stated everything would be approved again and I would hear in 24 hours.

Two weeks later and nothing had been processed! I received another email when I chased stating they wanted a utility bill! I went on chat furious and was told they still wanted a utility bill. I specified I had provided three bank statements and a utility bill and copied the chat transcript I had with the manager. The chat agent was dismissive and said they would never process my withdrawal without another utility bill! My chat with the manager who confirmed the operations would approve and process everything within 24 hours had covered this! The fact I was paperless as an ethical and religious choice so could provide nothing more then I had and that this whole ordeal was making me unwell after I had been confirmed I was verified twice.

I need help here as Hippodrome are lying to me, spinning me in circles and saying im verified and withdrawals will be processed to then go back on this. They are breaching UKGC LCCP and this is making me sick with stress.

Ive attached confirmation I am verified and they are STILL NOT paying out!

AskGamblers
Posted on May 18, 2019

Dear @leanneb,

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

Thanks for cooperating the AskGamblers Complaints Team.

Posted on May 18, 2019

Hello, Attached is an image of the total amount still outstanding.

£576

Hippodrome Online Casino Complaints

  • 2 of 10 resolved
  • 5 days avg response
  • 1 week avg complaint life
  • 3,997 USD avg amount

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