Complaint #10 Hippodrome Online Casino

Large £15,000 withdrawal delayed fr weeks

By Guy J.

9 years ago

I am after some help because I cannot seem to get anywhere with the Hippodrome Casino I have been dealing with.

Two weeks ago I withdrew £15000 but this money has yet to be paid to me.

I went through the verification process and sent them the documents they had asked me for and it was confirmed by an online agent that the documents were ok.

Since then I have been contacting them every few days via a live chat service and receive the same answers and that is they are awaiting feedback from the operations department.

I have since found out that they are part of the Betway group and this I find strange because I have played at Betway in the past and never had an issue with them so I am a little stumped as to why this payment is taking so long.

I would also like to point out for any future user of this casino that not one customer service advisor could give me a straight answer and I have wasted a lot of time with them so be aware of this before you sign up.

Disputed Casino Hippodrome Online Casino

Reason Delayed payment

Amount £15020.5

Discussion

AskGamblers

• Support Team

6 years ago

Dear @FranklynD,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hippodrome Online Casino

• Representative

6 years ago

Hi Guy,
Thank you for your feedback.

Please accept our apologies for the experience that you have had.

With regards to your withdrawal request of £15 020.50 we can confirm the delay was as a result of a review that took place on your account. Our aim is to process and pay your withdrawal as quickly as possible. In doing so, we will take into account any pre withdrawal restrictions that may apply and will also adhere to the requirements of the Financial Action Task Force on Money Laundering. In your instance this was the case.

Please see our findings upon investigation of your complaint.

On the 16/05/2017 the account was opened and was linked to two previous accounts you had with Spin Casino and Betway , which we are affiliated with. Both accounts were closed. There were three deposits of £2000, £1300 and £5000 made, all a few minutes apart.

On the 17/05/2017 you then requested a withdrawal of £15 020.50. You contacted us via our Live Chat facility and queried how long your withdrawal would take to reflect in your bank account. The host advised that we required your ID and proof of address to be submitted before withdrawal could be released. You submitted a bank statement and Passport while on chat and asked host to confirm it is acceptable. Host advised the bank statement was required to be in PDF format and this was then submitted as well. The host then advised the reviewing of the documents for verification could take 24-48 hours. Both your Bank statement and Passport was approved on the 17/08/2017.

On the 18/05/2017 our Operations team placed the withdrawal on hold due to reviewing the account for the deposits and withdrawal made in short time period and the review was based on AML regulations.

On the 21/05/2017 you contacted Live Chat regarding a previous account held with Betway and queried if this account was Self Excluded. The host advised the account was closed and to contact us after 24 hours to re-open the account. You returned to chat and queried how long the withdrawal was still going to be, the host advised it was with Operations Team for processing and to allow time as it was weekend.

On the 24/05/2017 you contacted Live Chat to query how far the withdrawal was, the host advised it was still under review.

On the 25/05/2017 you returned to Live Chat to check on status of withdrawal, the host advised it was still under review. You requested contact details of a manager and host advised the process was that manager would contact you once they reviewed your account and query and you would be called within 2 hours. You advised you did not wish to have a phone call and requested an email, the host advised we would contact you by email. The manager on duty emailed you to advise the review was still underway with our Operations Team and to allow more time for feedback.

On the 29/05/2017 you contacted us via Live Chat to enquire when the withdrawal would be released, the review was still ongoing, and host advised you on this. You requested copies of the chats you had thus far, and the host emailed these to you the same day.

On the 30/05/2017 you contacted Live Chat and the host advised the review was still ongoing, they then provided you with email address to send complaint to.

On the 31/05/2017 you received a promotional email from Betway account and responded to this asking for the withdrawal with Hippodrome to be investigated.

On the 01/06/2017 you received an email from Betway advising the withdrawal on the Hippodrome account was still under review and to allow more time.

On the 07/06/2017 the review was completed, and the Source of wealth documents were approved by UK Compliance and the withdrawal was then released. The withdrawal was allocated and paid to your Visa Card on the same day.

We understand this process can be frustrating and may take longer than expected. Please note as stated in our Withdrawal Policy that we may need to take additional security measures to ensure that you are the rightful recipient of the funds. In these instances, copies of identification documents may be required before payment can be made. These measures are in place to prevent fraud and protect your money and may result in a slight delay.

We trust that all is in order.
Regards,

The Betway Team

AskGamblers

• Support Team

6 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Hippodrome Online Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Hippodrome Online Casino Complaint Stats

Resolved 16 / 16

Avg. Amount $3,211

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Hippodrome Online Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 10 out of 10 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Hippodrome Online Casino Complaints

See all complaints for this casino

Hippodrome casino online holding my withdrawal

I initiated two withdrawals: the first for £ 820 on September 21, 2025, won while playing Big Bass 1000, and the second for £464 on September 26, 2025. Both amounts have been held in a "pending" or "under review" status since those respective dates.

I have repeatedly submitted all requested Know Your Customer (KYC) documentation, including my passport, provisional driving license, bank statements for September and October, a British Gas utility bill, and my tenancy agreement. The core issue lies with your support team providing conflicting information: I have multiple screenshots where support agents confirmed my account was fully verified, only to be later told—most recently by a supposed senior agent on October 16—that the account is not verified. This constant back-and-forth, coupled with the indefinite extension of the 48-hour waiting period, is causing significant distress and represents a serious failure in your regulatory compliance.

Resolved

£1,268

Not processing payment

I have requested 2 withdrawals from Hippodrome online on Tuesday 30th totalling £1304.75.
It’s now Sunday 5th October and the payments still haven’t moved beyond submitted.

I have spoken with them on chat and they just say it’s being escalated but can’t say why the payment is delayed or provide any timeframe for getting this sorted. They are still accepting and have accepted further deposits and say they can’t see any issues whenever I talk to them.

Resolved

£1,305

Withdrawal 600 been waiting since the 12th of August

I am writing to complain about this casino.

I have £600 pending in my account.

I’ve contacted live chat multiple times to check the status of my withdrawal. All said different things. One said I would need to wait from the 12th to Friday, the 15th of August, for the review to be completed.

I contacted live chat again on Saturday to check the progress. Someone told me the funds have been unheld and are processing, but they’re unable to process on weekends, so I would have to wait from Monday up to 48 hours.

I checked in again on Tuesday 19th of August; however, they said that my funds of £600 are being reviewed, and yet again, they will escalate to see what’s happening.

Mixed messages and very disappointing. My account is fully verified, hence why I was able to deposit. However, I was asked to provide documents over email, which I did, then they verified me “again”; all that’s left is for this casino to pay me out, but it is delaying payment.

It’s now been over a week, I’ve given enough time to this casino to deal with this matter effectively, but each time it seems like excuse.

Resolved

£600

I want my withdrawal

I have been waiting for 11 days for hippodrome to process my withdrawal. I have contacted chat 5 times and they just tell me to wait. I have had no emails saying there is a problem. On the suggestion of chat I submitted documentation for verification to the support email address but, just got a message saying the mailbox is not monitored and my email would not be responded to. There is no customer support contact information on the site, no customer service contact information and no way to contact them except chat which do not provide any solutions. When I go to verification in my account it says I am verified and no documentation is required. I cannot get any answers at all. I have screen shots of my chat conversations and withdrawal requests

Resolved

£350

Poor support and long waiting times

Hello! I have repeatedly requested the chat to send me my account deposits and withdrawals via email, as their website isn’t working and I cannot check the information myself. I have also pointed out that the Responsible Gaming tab on their website isn’t working. Additionally, their email support is no longer in use, so the only way to contact them is through the chat, which also functions poorly.

I was promised to receive the information within two days. Four days have passed, and I still haven’t received it. The chat is not helping with the issue. Could you get them to provide the requested information?

Resolved

Charged for a deposit that never loaded

Good morning!

I sincerely apologise I didn’t realise it hadn’t replied. I would like to submit a claim about Hippodrome online casino again. On 29/06 I transferred £200 from my bank to play but the funds left my bank and never appeared in my hippodrome account.

I spoke to several people on live chat who confirmed the issue on hippodromes end and assured me that my funds would be refunded immediately but could take 2-3 working days. Because I’ve had past issues with hippodrome I also emailed support@betway and hippodrome manager email with a copy of the chat transcript, and screenshots of my bank statement.

I was assured that these had been received but as of today (11/07) I’ve still not received my money back or any communication or response. Please help me. I am happy to resend these images etc. I have also attached screenshots of my despot history this month that shows that the £200 that left my bank account wasn’t processed as a deposit.

Many thanks

Resolved

£200

All information provided Payment not yet released

I set up my account on 27/01 and deposited a total of £730 via direct bank transfer. After playing I withdrew 1567.11 at 12.01 the same day. I sent over all of my identification. Documents. I then checked on live chat if anything else was needed and they said no and that I would be paid imminently. Since I requested a withdrawal on the 27th I was asked to provide proof of address and also proof of my debit card. - I have since sent multiple bank statements proof of address and Id. The operations asked for proof of ownership of my card as it wasn’t visible on my statement. I sent a photo of my card with all of the digits covered barring the last 4 digits as well as this I went into branch and asked for a print out showing my card info which they reluctantly gave me (it’s not normally something they do) I just want to clarify what the issues are as I’m waiting for my withdrawal.

I’ve also sent bank statements, screenshots from online banking showing the transactions, photos of my card with middle numbers covered, screen shots from my mobile banking app showing the card details as well. I am getting very mixed messages from support asking me for details I’ve already sent as well as telling me I would be paid. I’m very confused as everything I’ve sent more than proves my ownership of the card.

I am desperately trying to have this resolved as it’s causing me a great deal of stress and anxiety. I have checked the verification and withdrawal faqs on the hippodrome online website and they clearly state that screen shots can also be used. Please can someone help me I cannot speak to anyone on the phone due to Covid as phone chat isn’t working. The time frame stated has now elapsed and I really need my funds. I will attach everything I have from live chats and that I have sent over

Resolved

£1,567

Twice told I was verified but withdrawals still not processed

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!

Resolved

£576

Payment of £11,300 delayed for 17 days and counting

Hi guys, I’ve recently withdrew a significant amount of money from said online casino on the 27th of March the amount was (£11300) the week before I withdrew (£7200) successfully without a problem , I won this on roulette - no bonuses used !
I waited the allotted time for processing and they told me they needed to verify my account which I did with relevant documentation! ( this took 8 days ) the withdrawal was marked paid ( April 4th) so I waited until the Monday (April 8th ) and still no money , I contacted them and was informed that it would be in my account with in 2 business days as they had a few problems with their processing( this sounded iffy to me ) I waited until the Wednesday 10th still no money , I contacted them again by phone email and online chat , each assuring me the money will be in within 2 business days we are now on day 16 and still no money !! It seems like they are giving me the run around or something fraudulent is happening! I’m wondering what my next steps are as I’ve tried contacting them again today and their phones are off !! They are under the betway group and all calls are directed to South Africa.If you could help that would be great ? Thanks a lot.

Resolved

£11,300

Delayed payment of 50 euros

Good afternoon team Askgamblers
I registered in the Hippodrome Online Casino 8 07 2017 ,And I was lucky I won 50 euros.10 days have passed since then,They did not withdraw money,I contacted the chat they only congratulate me on winning,10 days have passed no money,I do not know what to do.
Help please in this situation

Resolved