Lucky Hippo Casino - プレイヤーの出金が遅れている。

I submitted a withdraw for bitcoin on march 14th the website says only takes 3-4 days its going on 2 weeks everything has been approved & verified all they keep telling me is it will be soon if this is the case they are false advertising they need to correct the information on the website so people can choose wheather they want to wait that long to get a withdrawl.

Dear snellkarysa33,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear snellkarysa33,

Have you received your withdrawal from the casino yet?

No I have contacted them 3 time in the last few days they keep saying they are waiting on a confirmed next payout batch!

Thank you for your reply, snellkarysa33. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I like using bitcoin to gamble so i deposited 1000$ via echeck that was on the 14th of march did all the verification said everything was good now they blocked me from even speaking to someone.

Thank you very much, snellkarysa33, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello snellkarysa33,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Hippo Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Hippo Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear snellkarysa33,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas