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Hippozino Casino - Unable to request a withdrawal

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Von Ashley F.
vor 9 Jahren
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.
Unseriöses Casino Hippozino Spielothek
Grund Verzögerte Auszahlung
Betrag £1366

Diskussion

User name loyalty-level-2
Sorry...is this a joke? Did you even read my last response? Clearly you are just replying hoping that I will go away and the complaint will be closed. That's not going to happen - I've made a data request, please PROVIDE ME WHAT I'VE ASKED FOR.
User name
Hi Ashley,

Please let us know what is the status of the complaint. Have you got any further replies from the investigating team? Thank You
User name loyalty-level-2
Dear Ask Gamblers and anyone reading,

My winnings have been CONFISCATED and my deposit returned!!!

Hippozino are CLAIMING that I broke the terms (saying that the max bet cannot be EQUAL to or more than £5. This is the first time I have ever seen this. Damn, if only I'd done £4.99 spins), but I am not convinced and won't be until Hippozino provide me with evidence of the following:

1. The logs of my conversation with live chat (please send this to me via email). I checked before I even placed a bet that the max bet was £5 and live chat confirmed this was the case.

2. Evidence that the terms they have enforced were the terms when I signed up - there is no date attached to them - because I do not remember seeing anything saying that the max bet could not be equal to £5.

Also, the terms don't even make sense:

"Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of the lower of £5 / €5 / $5 / 50kr or 5% of the value of the bonus credited to your account"

'in excess of the lower of'?

I await a response from Hippozino.
User name
Hi, Thanks for the update. The team making all its effort to solve the issue asap. Thanks for your cooperation.

Hippozino Spielothek Beschwerde-Statistik

Gelöst 6 / 8
Durchschn. Betrag $3,070
Durchschn. Dauer 9 Tage
Durchschn. Antwortzeit 2 Tage

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I am writing to you to raise an issue about: Gaming Platform

The issue that I have experienced was: My account is fully verified and work perfectly recently i did deposit and made some successful withdrawal, however on early morning 18/5/2023 after won 3000£ i did submits my withdrawal, as usual the withdrawal only take 1 workint day to be processed however until evening 19/5/2023 suddenly they requested my selfie photo with id. Im happy and did submitted in just 10 minutes. In next hours after I submitted the documents has bene verified. However my withdrawal is still onhold, i did come to the live chat and emailed them but no reply the customer service not provided any information regarding to my withdrawal, i feel

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An clear answer and my withdrawal

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

<full name removed>

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