Have not received $2,800 withdrawal

After messing me around with verification after I won stating that my utility bill is not an example of a recurring document they now won’t even respond to any communication. Looking on the site it seems like they have verified my multiple documents but this has merely caused them to simply ignore me. They owe me over £11,000, I have all the proof of winnings. I have all the unresponded emails. Happy to share all this with you. I have never known a casino as bad as this.

I won 745€ on my first time at Hippozino. I made a withdrawal by trustly and after a couple of days I needed to verify. So I did. After verifieing I received the message that trustly is not working on Hippozino, they asked me to cashout with Visa. So I added my card but that card wasn’t working because it is a prepaid creditcard. I asked in the livechat what to do and they said; please create an ecopayz or skrill account, so I did. Tried to cashout but I didn’t had the option to cashout with ecopayz or skrill, so I contacted the chat again. They told me to ask for a manually cashout and all I had to do was sending my ecopayz and skrill account info. So I did. After 3 days nothing happened so I had contact with the livechat. They where sorry and told me to log out and log in again after 30 minutes. I checked and they made a manually cashout, by creditcard which was not possible like they told me before. Contacted the livechat and they told me to do nothing and that everything will be fine. Now 2 days later the status of my withdrawal is still pending. It’s now 15 July. I won the 30th of June. So it’s taken more than over 2 weeks.

I did not get my winnings of €4100. First of all I read the terms and conditions many times very carefully, I always do. When I make the withdraw it takes a couple of days then I got a mail that says I breached the "terms and conditions" . They refer to a term that was not there when I read, accepted them and played the bonus. I looked for a date and time in the conditions to see when they were last changed, but there was no date anywhere. After some mail correspondence they put a date to the conditions. Through the correspondence it was obvious for me that they changed and did things throughout the way just so they don´t have to pay my winnings! After this I did some research and found another player who a short time before me got the same email from the same site, hippozino has highlighted the same part in their terms with one difference. In the highlighted part in his mail one sentence was missing, exactly that part that they referred to in may mail that I have breached. So its very obvious that they changed it just to take my winnings away from me. The term they referred to is the on below: "£/$/€2 or 2% of the value of the bonus if you made a deposit via either Neteller or Skrill." Just to be clear, I betted €4,5 through the hole wagering of the bonus but at that time the term above did not excist in the terms and conditions. The attached pictures shows the email that the other player got from hippozino when he betted over €5, and the other picture shows the email that I got from hippozino shortly after when I betted €4,5. The difference is very clear. It shows that I was right about the part above missing. Pleas explain that to me or do the right thing and pay out my winnings that I earned fair without breaching the terms.

A few days I had a look through askgamblers.com certified casinos and read a few reviews in order to decide where to sign up. Hippozinno looked legit so I went ahead and signed up through the askgamblers.com link depositing £200 and receiving a £200 bonus. I was informed that the wagering is £10,000 and I successfully played through that ending up with a balance of £1,366. AND THAT IS WHEN THE PROBLEMS STARTED.... I have to NOTE that a request for documents in order to verify the account had been sent to me. I filled that in very quickly and I got an email that my account is successfully verified.... so this has nothing to do with VERIFICATION!!! After checking with Live Chat that the wagering is complete (YES indeed... the ONLY way to check the wagering progress is by logging into live chat and waiting for THEM to tell you where you stand... anyway) I attempted to withdraw... Magically the "withdraw" button did not work.... Got onto live chat and spoke to Alex in the beginning who kept insisting that I must log in through a mobile device in order to withdraw... i explained that I deposited through a PC, I played through a PC and would like to withdraw through a PC... in any case I tried that and it did not work... Then I got talking to Mr Costa (whose customer service skills are appalling, product knowledge lacking and written English not good enough for a Live Chat service). Costa gave me (apart from rude attitude) the same message i.e. try through your phone... then he said he will inform the technical team and cut me off.... 24 hours later I had heard nothing so i decided to log back in and try again.... nothing changed... the "withdraw" button did not work :) ... of course I had not problems with the "deposit" button a couple of days earlier... Anyway.... spoke to Alex again.... who AGAIN told me to try through a mobile device. I informed him I have already tried that and he reverted to the good old "I will inform the relevant department in order to help you". At that point I had had enough and decided to file an official complaint with askgamblers.com who have certified this casino as a trustworthy one. I would like this issue to be looked into by both askgamblers.com and hippozino.com management in order to find a timely resolution. It is unfair that people get lured into these kind of traps.

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.