Play Hippo - changed there terms and not paying me :(

Hi Slot12,

My apologies for not acting on this quicker but we've been having some serious issues with the site and all my attention over the weekend has been on getting that fixed.

I was just about to contact Play Hippo, but before I can do this I need your username at Play Hippo and the email address you used to sign up. As soon as I've got that I'll fire off an email.

ThePOGG

It is my email [EDIT]

Thank you

Hi Slot12,

I've heard back from Play Hippo and before they can discuss any details of this case they need you to provide them with written permission to discuss your account with me. If you could forward this to [email protected] and also CC me ([email protected]) so that I know when you've sent it in.

Thanks

ThePOGG

Sorry for the late reaction. yes got the confirmation a few days ago.

see underneath

[EDIT] (PlayHippo.com)

Sep 16 15:48 (CEST)

Ok, thanks for the confirmation.

Best regards

[EDIT]

Hi Slot12,

Ok, I’ve got as far as I’m likely to get with this issue and while I doubt you’re going to feel it’s the conclusion that you were looking for given the situation I’m happy that it’s a comfortable middle ground.

To my mind there is fault on both sides in this issue. It has to be the player’s responsibility to read to and agree to the terms and conditions of a bonus prior to commencing play. As such and accepting that the chance in terms happened on the 7th of September (between your play on the 5th and the 12th) it has to be accepted that there was a failure on your part to ensure that you had read the terms.

That said, I can also see how it could be easy for a player who is playing semi-frequently could miss a term change like this – even if you did read the terms every time, human nature would lead to skimming them and potentially missing important updates.

My major concern in this instance was that two deposits were made on the 12th, the play for both deposits was in violation of the new max bet rule, but only the play on the winning deposit was voided. Had you continued to lose rather than win and claim further bonuses with the same playing style you would have been allowed to lose indefinitely with no possibility of being allowed a win. That’s obviously an unfair scenario and Play Hippo have agreed to return your first deposit as well (this should be in your account and free to withdraw now).

Alongside this, the pop-up alerting you to the change in rules has been added at my request and will hopefully be something that will continue to be implemented alongside future changes to terms to help protect players from situations like this one. In my opinion this should be standard practice across the industry, but very few casinos take this proactive approach. I’m really happy to see Play Hippo taking on board this suggestion. No-one gets everything right first time, but by implementing this new feature when many of the casinos I speak to would have just brushed off any advice, Play Hippo demonstrate that they are willing to listen and action constructive feedback.

I appreciate that this is substantially less than the win you were hoping to recover, but as there’s nothing to support this rule having been added after the play, while I agree that this isn’t a great situation I really have no grounds to dispute the confiscation of the win. It’s a harsh lesson to learn and one I myself have lost several thousand pounds to, but this is why it’s critical that all players ensure that they read the terms and conditions thoroughly for every bonus.

I’m going to hold this complaint open until Slot12 confirms that they’ve withdrawn and received the sum of their first deposit.

ThePOGG

Hi Slot12,

Apologies - due to some server issues we've lost some content so this is just replacing it.

Can you confirm that you've managed to withdraw your first deposit?

ThePOGG

Sorry for the long wait I was very busy , I just logged in today and saw that the first deposit was returned.

I must say I really don't like the outcome of thios dispute but Ok i have to life with it.

thank you for the help it is must appreciated.

regards

Slot12

p.s I will cash out today I thin there will be no problems

Hi Slot12,

I can appreciate your frustration, but as detailed above there really is no grounds for me to argue for any further funds to be returned. If you could let me know when the funds arrive in your account I'll close the complaint.

Thanks

ThePOGG

As I've not heard back from Slot12 - I assume I would have if you'd not received the second deposit returned - I'm going to close this complaint and mark it as Resolved.

ThePOGG

Sorry I send an email, yes I got my second deposit I cashed it out. Not feel like playing at playhippo anymore.

thank you the pogg

regards

slot12

p.s I returned by email I thougt it was automated in the blogg

Thanks for getting back to me Slot12.

The email issue is likely on my end - we're still experiencing some issues with our incoming emails.

Thanks

ThePOGG