Lucky Hippo Casino - 選手の退会が遅れました。

Withdrawal was approved on November 1st. Every time I ask when I will get my money the response is soon. I’ve asked to speak "chat" with a supervisor or someone higher but they say they are handling it.

unfortunately I’ve made deposits since then. When I requested my playback bonus I was told I couldn’t get it since my withdrawal was pending.

Dear ddurden,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

The withdrawal was approved on November 1st. When I email the casino this has been their response:

Your withdrawal is at the approved queue just waiting its turn to be processed and confirmed as sent by our third-party payments provider.

We will gladly notify you via email once this is done.

The casino has a different email address than the one I used opening this complaint. Also withdrawal is for 825. THANK YOU.

Thank you very much, ddurden, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello ddurden

I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.

We would like to invite Lucky Hippo Casino to join the conversation.

Dear Lucky Hippo Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal?

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.

I finally received the withdrawal after O submitted this complaint. It too over a month.

Thank you

Great news, ddurden. I'm glad to hear that you successfully received your winnings. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal