The Hippodrome Online Casino - Player’s account is closed due to self-exclusion.

i make complain beacause i have created an account to this casino, and i wasn't know that this casino was a partner with betway.. and i got self exclusion on this website so, when i was able to open an account on hippodrome, i was able to deposit, but right after it my account was blocked. i try to reach customer service by online chat, waiting time are infinite, never can reach customer service for asking refund. and they do not have email service.

Hello doritos3366,

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

• Could you please advise when exactly did you self-exclude yourself in their sister casino?
• How long after your registration did the casino block you?
• Since when exactly are you trying to get the refund of your deposits?

Looking forward to your answer.

Regards,

Nick

The account was blocked immediatly after deposit accepted, i asked self exclusion from betway i dont know how Much Time exacly but been while, ans i try to get back my fund right after my account was blocked last 2-3 Days.

Hello doritos3366,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Doritos3366,

Could you kindly confirm when you initially contacted the casino regarding the refund of your deposit? Have you received any response from them so far?

Please note that even standard withdrawals can take up to 14 days, and processing a refund may take even longer.

I look forward to your reply.

Best regards,

Nick

yes, i have contacted betway directly on thier betway casino, they have unblocked my account on hippodrome, i played, i win 1500$.. but i asked self exclusion again. beacause im feeling bit addicted after this.

but, im actualy on a process to change my withdrawal methode, so i have send my bank information.. i think it will be a very long process but i will be happy if all of this will be resolved quickly.

Dear Doritos3366,

Do I understand it correctly that the verification is currently still ongoing? Have you requested the withdrawal yet?

Please keep in mind that both verification and the payout may take up to 14 days so please follow the casino's instructions and let us know in case of any update.

Regards,

Nick

Yes, everything is OK, i have receive my money.

Dear doritos3366, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru