Complaint #2
Hippozino Casino
Withdrawal delay followed by bad customer service
9 years ago
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.
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.
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