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PlayHippo Casino - Does not stick to its own terms!

UNRESOLVED
Complaint Info
Disputed casino PlayHippo Casino
Reason Bonus removal
Amount £ 40
Posted on June 7, 2016

31/05
I was browsing, stumbled on Playhippo and looked at the bonus terms (see attachment). In particular, term 4 states "Certain games contribute differently to the wagering requirement. Check out the full list of included games.". I clicked through and saw that some of my favourite slots including Scrooge for example were 100% (see attachment).

31/05
Based on the info I joined and deposited £40 and got a £40 bonus leaving a locked £80. Loaded up the game and pressed spin and said "insufficient funds" even though the funds were there at £80. Tried a couple of other favourite slots, same thing.

01/06
Fired off a message on the web facility about it and got a reply saying that some games are not allowed to be played with bonus funds. I replied saying that that is untrue based on the terms I signed up and deposited with. I asked for my deposit to be sent back as when I try "forfeit" on their website it says it will forfeit the whole £80. (At this stage I haven't even spun once so that's shady on top but that's for another day)

02/16
No replies received to initial email or follow up. I contacted the UK Gambling Commission who said that indeed it seems I was made to sign up with untrue terms and any contract under such terms in null and void and I should get my deposit back. They suggested a firmer "second stage of dispute" email with a deadline before legal action so I sent it.

03/06
No reply whatsoever to the second stage dispute email. The UKGC say they will accept an official complaint if Playhippo do not act by Monday. They have advised to open a case at IBAS as well as legal action using the Online Dispute Resolution platform of the European Union.

Currently, I intend to do all that but I hope Playhippo see some sense. I know wishful thinking. The amount is fairly small but the gotch a terms and just shoddy customer service have left me angry beyond belief. So I will be fighting this to the end. And to anyone reading this, DO NOT USE THESE SHYSTERS.

Thanks very much for reading.

AskGamblers
Posted on June 10, 2016

Dear @4086554Playhippo,

Please let us know if there's some update on your issue.

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