The Hippodrome Online Casino - El retiro del jugador se ha retrasado.

Subject: Delayed Withdrawal - Hippodrome Online Casino

Dear CasinoGuru Team,

I am reaching out for assistance regarding a significant delay in receiving my withdrawal from Hippodrome Online Casino (Betway).

I had been playing at the casino for a few weeks when, on or around the 22nd of November 2024, I won £3,000 on the live casino. That same night, I submitted a withdrawal request, which to this day has not been processed.

Initially, I waited a few weeks before contacting customer support. When I did, they requested standard verification documents, including proof of address and a copy of my passport, which I promptly provided.

After further waiting, I followed up again. At this point, they requested Enhanced Due Diligence (EDD), asking for proof of income, including a wage slip and employment details. I submitted these documents on 31st January 2025.

On 20th February 2025, I finally received an email from Hippodrome confirming that I had successfully cleared all verification steps. However, despite this, I am still waiting for my withdrawal to be processed.

It is now March, and after sending three more follow-up emails to customer support, I have received no further updates, and my funds remain unpaid.

I would appreciate any assistance you can provide, as I am unsure what further steps to take. This delay is unacceptable, and I would like to see my withdrawal processed as soon as possible.

Thank you for your time.

Best regards,

Tony L

Dear Bones92,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Did you accumulate your winnings with or without a bonus?

Could you please specify what types of games you played?

Have you made any successful withdrawals from this casino before?

When was the last time the casino customer support communicated with you? Did they explain the reason for the delay of your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi, yes these winnings were without any bonuses, I was playing a bit of roulette but mostly blackjack. This was my first withdrawal as I was a new costumer I have since closed my account. As for my

last

communication With the actual communications team I would guess a few weeks ago but I’m not sure as this has been back and fourth for over 3 months now. The only reason for the delay as Im aware were verification which I’ve provided and proof of funds which I have also provided. Thanks

Thank you for your reply. From the screenshot of the email you provided, it appears that the verification was completed on 20 February. If your withdrawal request started to be processed on that date, we recommend waiting up to 14 days for your winnings to appear in your account.

Since the 14-day period has now passed, could you please confirm if you have received any of your winnings yet? Additionally, have you received any updates from the casino in the meantime?

Hi,

I can confirm that I have received 0 winnings and I have heard nothing from the casino at all. Thanks

Thank you very much, Bones92, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear Bones92, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear The Hippodrome Online Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when Bones92 can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 Bones92, I have received a message from the casino representative saying they will check the issue. I will extend the timer for 7 more days. Hopefully, we'll hear updates from the casino soon.

Hi,

just wondering if there’s been any updates from previous message.

Dear Bones92, unfortunately, the casino representative hasn't replied to our last messages yet, although we're still trying to get in touch with them.

Dear Bones92, we 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. 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 might 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. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia