Hippozino Casino - Player’s struggling to withdraw her winnings.

I was depositing money to hippozino and 1000 was taking out if my acount and showd system error when I contact support she advsie I should do withdraw request I have done so on 28 Dec today is 31st Dec and come back to say I need to create ecopay account is this far it my cash I didn't win it on the casino

Dear Kammy,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Do I understand correctly that you requested a refund of your deposited funds (not the winnings?)

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Can't reply 

Hi

Thank so much I ask to use my Mastercard and it was also refused

Yes it my deposit that was more then the amount I enter then it shows on casino site unexpected error"

Dear Kammy,

Could you please advise if your account was successfully verified already? How much is your active balance now?

hi

real balance 0.50

and my withdrawal status is -opend and dont know what this means

You stated previously that you have deposited 1000. Was this money successfully credited to your casino account?

yes it was

Have you played any of the deposited funds?

yes 200

And now €800 is a pending withdrawal?

yes

Thank you very much, Kammy, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thanks very much dear happy new yr to u

Hello Kammy!

I will take care of your complaint from now on. I'll contact representatives of Hippozino Casino in order to provide us with an explanation of the situation and help us resolve your withdrawal issue.  

thank you

Dear Kammy,

I'm in contact with the casino rep. They can't locate your account based on the info you provided. Could you provide the ID or email you use to log in to your casino account? Thank you.

Ok so they found your account and it seems that you have not included all of the relevant information to make an EFT to you. Without all of the necessary details - a refund can not be made. The Customer Support team will be in touch with you i have been advised.

Have you done a new withdrawal on the EFT as they requested ?

They are telling me that you have not entered the full information required.

yes i did and this as been happen since 28 dec everytime they come back with new story

Kammy - South Africa can be a tough place to get winnings back because of payment providers.

The team are telling me that they will email you again and tell you what they are missing. Please can you respond to them with the missing details.

Without that - its impossible to make payment.

We have a lot of South African players and all of them get their money. I will follow up with the team now to ensure that they deal with this swiftly.

The main aim here is to get you your winnings.

look at the date on the mail i didnt rec any other email from this casino

So did you go and make a withdrawal via the method they asked for you to do ?

thanks very much but it not winning it was unexpected error on the casino site and 1000rand when i was deposing 200rand

i did do what they asked now tomas

thanks very much but it not winning it was unexpected error on the casino site and 1000rand when i was deposing 200rand

I dont understand what you are saying I'm afraid.

on the casino site said unexpected error and 1000 was taken from my bank account

i was only depositing 200rand

As far as i am aware thats just not possible. The Casino does not enter input amounts and if there was an error nothing could be taken from a bank account.

As i said that's as far as i am aware.

So you now have an issue with winnings & you have an issue with your deposits - is that correct ?

well all i need is for them to pay me and not come with new story all the time

Yes, they will pay you - once you have provided all of the details they require.

Without the full details - they cant make payment.

They will be in touch - look in your spam folder for emails as well, please

Once they have told me payment is sent I will update you here.

thanks tom

Dear all,

thanks to the Hippozino casino representative for your reply.

Kammy, the best way to resolve this situation is to comply with the verification procedure. I understand it can be frustrating to wait so long, However, I am positive you will be paid out and the issue will be resolved smoothly.

Please, be on the lookout for instructions from the casino support and follow them as best as you can. Please, let us know how it went. Much appreciated!

thanks All

Hi Tomas

like i did everything was asked even did new withdrwal and see 800 back in

whenever i ask support they said it being paid im so lost now

Hi Kammy

I have asked the Payment Team for feedback in regards to why this has happened.

I will get back to you

thanks i mean since 28th dec up n down and they dont even mail me or let me know what going on

This is a bizarre case & very unusual. As we are restricted by security and licensing reasons from accessing player accounts, it's hard for me to actually say. I have asked them why this has happened again and await their feedback. It is a public holiday though where they are based - Malta - just an FYI, so a response might be a bit slower coming than usual.

and again they should staus that to user like me would know

That there is a public holiday?

There are people working - just less than usual. I dont think any company in the world advises that there are fewer people working on a public holiday than normal.

Have you not been emailed? Please check your Spam as well.

im working on my laptop whole and since day one i only rec one email about requesting me to do withdrawal again no other mail 

Hi Kammy

So I got an answer from the team and they are telling me that the PSP - Payment Service Provider is refusing the refund due to insufficient details. They have attempted this refund a number of times with the latest one being today. They are escalating the matter.

Are you filling in all of the details? I thought I would ask in any event.

There does not appear to be a problem with any other players in South Africa. The EFT refunds are working and we are paying out to other South Africans so the Payments team is escalating the matter.

Once they get back to me - i will let you know whats up.

thanks cause i am no getting any feedback from them on mail to advise me what is happin if they need my bnk statment they need to ask see below i only need to enter this nfo so what is the problem then

And you are entering both fields right - of course, you are. Very bizarre.

I will communicate this with them

well this is frist time i am having issus with online casino which is very bad

thanks

Hi Kammy

I have been advised that you were called by the Casino and that you are aware as to why the transfer did not happen. I trust that this is the case & you understand why the funds could not be withdrawn.

I hope that this matter is resolved soon for you.

hi

thanks so much i didnt knw that they need cleaning number i did get it from my bank i did do my withdrawl again

yes someone did call n it was very helpfully

Hello all,

Thank everyone for the update. I believe we are on track to resolve this issue smoothly.

Kammy, I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

thanks Tomas i will advsie once payment rec

thank very much

hi tomas again im been treating unfair when on the casino site and see cash back on the acc when i asked what is happening all i get is ,from them Unfortunately I do not have any further updates for your query. Kindly note, once there is an update you will be informed through email from my Verification Team.

telling them im not getting any update or maili dont know what to do anymore

Kammy - I have no clue as to what it is your last message is about.

Your issue is withdrawals and we have reached the point where it has been pointed out that not all of the information was supplied. You have been contacted and you will get your funds - have you supplied all of the necessary details?

Now you have an additional issue?

What is that issue?

Please post here your email and your response from the Customer Service team.

I think from my side I have tried to assist you as best as possible and you keep finding issues.

Kammy - ive just been advised by the team that your withdrawal has successfully been sent to you. You were using incorrect banking details and the team assisted with that. Please confirm once you have the funds.

Also please advise me as to what your last message is about.

hi

yes andreas did call me and assist me with the banking details

it ok now it was support team but i am now happy to play if i can do withdrawl without problems

i will advsie once i rec payment

Hi Kammy

I was advised that it was sent so it should be with you shortly. The issue here is the incorrect banking details. Correct details need to be entered otherwise money goes missing and the payment platform can not make a withdrawal without the correct details.

I am glad that you are getting your funds - i will be extra glad when you confirm receipt of the funds.

We look forward to welcoming you back for some entertainment now you know what is necessary when you make a withdrawal.

well i was laugthing at myself cause it was the branch number ,

but on site it said cleaning number and that what i got from the bank

but it sorted i will advsie ,

Yes different Terminology is used outside of South Africa

I think you meant Clearing Number - thanks for the feedback though as this is important.

I will see what can be done about this so that no confusion occurs with other players

yeah cool will advsie once i rec my paument

thanks

Kammy - i am assuming that you have got your withdrawal - can you update us here please.

hi sorry yes i did sent mail to casino thanking them

i will play again

Thanks for letting us know Kammy

We look forward to welcoming you back - have a great weekend

I am glad to hear that, Kammy! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.