Lucky Hippo Casino - Spillerens tilbagetrækning er blevet forsinket i en måned.

I requested my payout for 500.00 on 10/28/2024 and on 10/29/2024, the casino denied that payout amount due to the attached 50.00 bonus that needed to be removed, which I understood.

I couple business days went by and I contacted CS to get an update and was told that my payout has been approved and waiting for next payout date and also they were experiencing payout delays, but this always seems to be the problem.

I've been checking in every week since then (usually Friday's) to get an update and they keep giving me the same automated message that my payout has been approved and awaiting processing date. When I try to actually talk and get answers from the withdrawal team, they either never respond back in a timely fashion, which causes the chat the disconnect and restart. I told to the withdrawal CS representative that it's the holidays and ive been waiting for a month and im hoping to get this money before Christmas and he never responded or sympathized and disconnected the chat. I'm highly frustrated and I thought that since I have put so much money into their casino (I'm a regular user that does multiple deposits, sometimes daily) that they would at least give me more than an automatic generic answer that they've been telling me for a month.

Hello rae808rae,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Hippo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus were you using?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I've been verified at the casino since July 2024.

I was using a bonus called WINSLOTS, which is a 200% bonus with a 40X wager and a 20X your deposit maximum cashout . Since I deposited $25, I got $50 total to play and requested $500 withdrawal. They removed the sticky bonus, so my actual withdrawal amount is $450

The last time I spoke to a customer service representative was on November 29, 2024 and it was to get an update on my withdrawal (been contacting them once a week for updates) and was told the exact same thing they've been telling me for the last month now, that it's been approved, but waiting for payout date and will be soon... it's been a month with the same response

My apologies, it was a 200% deposit bonus, so it was actually $75 total to play, not $50.

Thank you rae808rae for all the information provided so far. We always do recommend 14 days for every withdrawal to be processed but as your's is pending much longer, I will be passing your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rae808rae,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

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

Dear Lucky Hippo Casino,  

I would appreciate it if you could share some insights regarding the extended delay in processing the player's withdrawal. Could you please inform us when the player might expect the funds to be credited to their account?

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 rae808rae,

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,

Michal

Casino Guru

We are reopening this complaint as we have received the following message from the player:

Payment has finally gone through to my bank account on 12/23/2024. Thank you for all your help!

As the player confirmed they have received the funds, we will now close the complaint as resolved.

I would like to thank both parties for their cooperation.

Dear rae808rae,

Thank you for your email. I'm glad to see that our intervention helped to resolve the situation and that you received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru