Lucky Hippo Casino - 選手の退場が遅れました。

I used a new player welcome bonus which the max cash out was $144. I played through their wagering requirements and made a $30.00 Bitcoin deposit. They have a minimum withdrawal of $150.00 so I had to deposit money in order to cash out the max withdrawal of $144.00. Great catch to the bonus but okay I did a deposit and initiated the withdrawal and played with the remainder. I made this request from payout on July 12th, over 2 weeks ago. I made sure to verify my account with security and clarify with the live chat agent before I did anything once I met the play through requirements. Barring any need for further documentation, which security verified my documents, I should have absolutely zero obstacles preventing a seem less payout which their casino says expect up to two weeks once processed. They have not even sent mine through for review and the only response I get is they are experiencing a high volume of payouts and I am in the queue. When I ask where I am in the queue they can’t tell me because that information is not in their department, and they can’t give me an estimate of how long it takes once moved from the queue to the review stage. And it has been the same run around each time I have asked. I’m beginning to think I will not be paid and it should happen quickly since I used my Bitcoin wallet. I just don’t trust it!

Dear Sassycec7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Was your account 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. 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

Hello,

Yes, it is my first withdrawal and I submitted my documents to security for verification and told I was verified. I have waited over two weeks before I submitted this complaint or asked the live chat what the expected wait is considering it says it can take up to two weeks for withdrawals. As I mentioned in my original complaint, there should not be any problems as I made sure to complete everything necessary for a seem less withdrawal. I did everything correctly to avoid having any hassle or delays as far as I know.

Thank you very much, Sassycec7, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Sassycec7 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!

Thank you! I have been asking the same question with the same response being they are backed up with withdrawal requests. I find it difficult to understand considering the use of lightening fast Bitcoin as the gold standard for such transactions that it can take this long for a casino to pay out an amount that is their minimum withdrawal limit. This is the smallest amount they payout for any transaction so it should not be something too complicated to review and process in a timely manner. I could understand if the request was for a huge amount that required several payouts over a few weeks due to maximum cash out limits but this is not the case.

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 sent a reply a few days ago that I received payment. I’m not seeing it on this thread however it can be marked as resolved.

Dear Sassycec7,

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,

Peter