Lucky Hippo Casino - Player's payout request blocked by casino.

I requested a payout for $500 i did not get a response from them. They even blocked my account because i have tried to chat with them and i cannot access the chat. Canr even email them to ask of theres an update at least with my payout.

Dear mitchai123,

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

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

only 3 days actually since i requested the payout. Usually in different casino they will acknowledge that they received my request but not this one. I tried to chat with then again still wont let me..this is the first time this happened to me i played different casino too and they were really fast and sending me updates on my payout.

I fully understand your frustration, mitchai123. However, I will set the timer for additional 9 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hi i finally heard from lucky hippo casino. They said they will verify everything then it will be sent to the financial department. They said this process will take 5-7 days, depending on how many people are requestinf for payout. I requested on oct 7 which i hope i will be hearing from them soon. Ill keep you updated. Thanks

Heres their recent email: rejected! I dont even undestand it.

The email clarifies that your winnings were generated while an active bonus was in play, and you are advised to submit a new withdrawal request for the sum of $421.24. The bonus you activated has a maximum cashout limit of $455.40, but the bonus amount itself is not eligible for withdrawal and must be deducted from the payout.

Kindly initiate a new withdrawal request for a maximum of $421.24, and please keep me updated on any additional developments. Thank you in advance.

I tried to request for a withdrawal unfortunately it shows thats my available balance ia 20cents here’s what it shows

Hello lucky hippo finance department sent me an email that my withdrawal is still pending to be evaluated. Today is the 25th of october already. I resquested on the 7th of october it was denied then tried on the 17th of oct. until now theyre still evaluating my withdrawal,

Thank you very much, mitchai123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you mitchai123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Hippo Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you for the reply Peter 🙂

We will process funds today. Thanks

Thank you very much for the update Lucky Hippo Casino Team.

Dear mitchai123, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

got my winnings finally. Thank you

Dear mitchai123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter