Lucky Hippo Casino - Player's withdrawal request has been altered and delayed.

On March 13th I won using a welcome code. I played through $4000.00 after I finished the playthrough I wrote support to ask the next step since its my first time using this casino. I was told in order to withdraw being a new customer, I'd need to deposit $25 dollars and playthrough that 5 times then I could withdraw. The amount was $150. I got it in writing and took screenshots along the way. I playthrough the amount and over. I wrote support again and said I satisfied the playthrough amount with my deposit too. I also filled out all the paperwork to verify identity. I was told okay it takes 5 to 7 business days to process withdrawals. Then on the 20th i receive an email. They changed the withdrawal amount to $127.77 i believe. However their minimum withdrawal amount for any method is $150. I requested bitcoin because I deposited with bitcoin. Again, I was told before I made the deposit after I won with the coupon that if I deposited $25 and playthrough that 5xs I would receive $150.00. I did my part. On the 20th when they changed the withdrawal amount and told me via email that it was changed, they still didn't send anything. I wrote them again and asked okay when will it be processed, I was told 5 to 7 days they said I made it through the first screening and It will be sent out with the next batch. It is now the 28th and still Nothing. I was confused because on the website the minimum to withdrawal is $150 how are they going to change the amount to under the minimum and still send it. I'm disappointed and confused. It's definitely not a smooth and straight up process. I'd stay away from here honestly.

Hello Veronicaish,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Hippo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus were you using exactly? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed, especially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Good evening, yes it was verified the 20th of last month. Today I logged on to check the status since I haven't received any emails or any word for weeks. Today the status has changed to processed my withdrawal at 11am. However, I never received anything in my bitcoin wallet nor an email saying it was processed. I wrote support but still no response. I asked where they sent it to because its not in my wallet. Thank you so much for your time and help!

Update it came this morning. Still wouldn't use them again. Took 3 weeks to come and it wasn't the right amount. Thank you for your help!

Dear Veronicaish,

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,

Casino.Guru