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Hippozino Casino - Refuse to pay winnings by changing the terms retrospectively

UNRESOLVED
FranzW Sweden
Posted on December 2, 2016.

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.

Posted on December 5, 2016.

Hi Robert,

Thanks for the mail. Please PM me your your user name email for Hippozino so that I can take this issue forward with the investigation team.

AskGamblers
Posted on December 5, 2016.

Dear Hippozino Casino,

Please keep in mind that player's login details could be found within the notification email sent from our complaints system.

However, to avoid losing time we have just sent these manually as a private message.

Posted on December 6, 2016.

Hi Askgambler Team,

I have been informed that the player has been contacted yesterday through mail. Thank You

FranzW Sweden
Posted on December 6, 2016.

Then you have been informed wrong. I had a long mailcorrespondence with you before I posted this complaint. Since then I heard nothing, not even yesterday. So I have not been contacted from you yesterday. Either way, you shall discuss and solve the problem here.

Posted on December 10, 2016.

Hi Robert,

Please let us know if you have any further communication with the investigating team. Thank You

FranzW Sweden
Posted on December 10, 2016.

Of course not! You refuse to answer my emails, thats why I turned to Askgamblers!
Give me some professional response and stop with the delaying nonsense and lies!
Askgamblers please, what is this, seriously!?

Posted on December 14, 2016.

Hi Robert, Our endeavor has been to help you in getting the issue solved. But if the casino finds out during investigation that the player has breached any rules then it will be difficult from our end to initiate any further investigation. I request you that if you are not satisfied with Hippozino reply then you can raise an complaint with the investigation team again.

FranzW Sweden
Posted on December 14, 2016.

As I said I have attached proof here that I not breached your terms. Have you sent that to them?
Btw who are you anyway, I want to write with the responsible staff here, why are you acting like you are a middle hand!?
If I don´t get this solved here I will go to higher instance, actually you are breaking the law when you change your terms and conditions retrospectively. Then we will have a real investigation.

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