Lucky Hippo Casino - 選手の退会が遅れました。

I have twice tried to withdrawal the same 150 from this casino. Customer support was no help either time. I just get the same answer about my payment being approved just waiting for the next batch of payments to come. Which it never does weeks later when they advertise 3 day btc withdrawal

Dear kshirley6969,

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

My withdrawal was initiated on 1/14 also I have contacted withdrawal support and just keep getting the same answer when I ask I'd I need to submit any documents. They just say my withdrawal has been approved and will go out with the next batch payment.

Thank you, kshirley6969, for your reply. Could you please advise if your winnings were accumulated with or without an active bonus? Do I understand correctly that you were not asked to provide any personal documents for the KYC verification yet?

The winnings were from a bonus ì meet playthruogh requirements and no I was not asked for I'd verification even though I inquired about it

Thank you very much, kshirley6969, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you kshirley6969 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!

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 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,

Peter