Playhippo - untrustworthy

So I deposited 20 Euros at this casino and redeemed code Easter30 which gave me a 6 euro bonus. I admit I didnt read the bonus terms other than seeing that Baccarat contributed 1% to the wagering requirements and placed a bet of 25 Euros on banker which I won. I then proceeded to Wonky Wabbits and pressed auto at 50 spins (0.30) but the autospins wouldnt start as the balance was 0. This was strange as the balance should have been 26+ (25x0.95) ie 49.75. I wrote to support and they told me the funds reached 0 because I had played all my funds. This was untrue so I asked again and was told I forfeited the bonus. Again this was untrue as I never forfeited the bonus. I had wanted to post but allowed their rep the benefit of the doubt so I sent him a pm. His first reply was that I should not have placed a single bet of more than 8 Euros. OK assuming it was my mistake, it still does not allow them to lie to me by first stating I had exhausted my funds by playing it to 0 and later stating that I had forfeited the bonus. I detest people lying to me so I demanded an apology. I didnt get one and instead got a retort as to why I am so persistent and what I really wanted. I make this loud and clear as he will see this thread. I dont like liars and am simply looking for an apology for the lies by the support staff. Since we cant solve this amicably I am starting this thread to tell members this casino will tell lies to cover their asses. Frankly I did not know the software could automatically zero out my account if the bet placed was over their prescribed limit. They only had to admit to that instead of making up stories. Guys, you can make your own judgment.

chuchu59 said:

So I deposited 20 Euros at this casino and redeemed code Easter30 which gave me a 6 euro bonus. I admit I didnt read the bonus terms other than seeing that Baccarat contributed 1% to the wagering requirements and placed a bet of 25 Euros on banker which I won. I then proceeded to Wonky Wabbits and pressed auto at 50 spins (0.30) but the autospins wouldnt start as the balance was 0. This was strange as the balance should have been 26+ (25x0.95) ie 49.75. I wrote to support and they told me the funds reached 0 because I had played all my funds. This was untrue so I asked again and was told I forfeited the bonus. Again this was untrue as I never forfeited the bonus. I had wanted to post but allowed their rep the benefit of the doubt so I sent him a pm. His first reply was that I should not have placed a single bet of more than 8 Euros. OK assuming it was my mistake, it still does not allow them to lie to me by first stating I had exhausted my funds by playing it to 0 and later stating that I had forfeited the bonus. I detest people lying to me so I demanded an apology. I didnt get one and instead got a retort as to why I am so persistent and what I really wanted. I make this loud and clear as he will see this thread. I dont like liars and am simply looking for an apology for the lies by the support staff. Since we cant solve this amicably I am starting this thread to tell members this casino will tell lies to cover their asses. Frankly I did not know the software could automatically zero out my account if the bet placed was over their prescribed limit. They only had to admit to that instead of making up stories. Guys, you can make your own judgment.

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So they actually took you deposit as well as the bonus for overbetting?

dunover said:

So they actually took you deposit as well as the bonus for overbetting?

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Nope after I complained they told me I shall be getting back my deposit. I dont know what would have happened if I didnt complain.

Just out of curiosity i went to their website and your bonus must have different terms than the welcome bonus as i can't see anything about max bets on the welcome bonus and there is only 7 t&c's there about the welcome bonus unless they have hidden it somewhere else.
Actually when i was going through the complaints pages on different threads i have seen you type t&c's are t&c's you should've read them etc and am suprised you didn't read yours. xd

Anna

AnnaTS said:

Just out of curiosity i went to their website and your bonus must of had different terms than the welcome bonus as i can't see anything about max bets on the welcome bonus and there is only 7 t&c's there about the welcome bonus unless they have hidden it somewhere else.
Actually when i was going through the complaints pages on different threads i have seen you type t&c's are t&c's you should of read them etc and am suprised you didn't read yours. xd

Anna

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On that subject have a look through the forum for 'grammar crimes' - 'of' is not a verb, you cannot 'of' something.
should have/should've.

Poor form by the casino. Transparency at all levels is of the utmost importance for any casino. Pretty obvious their staff couldn't be arsed investigating your matter and providing you with a detailed and accurate response. Rather pathetic.

dunover said:

On that subject have a look through the forum for 'grammar crimes' - 'of' is not a verb, you cannot 'of' something.
should have/should've.

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Edited my post now thanks for pointing that out for me.

Anna

AnnaTS said:

Edited my post now thanks for pointing that out for me.

Anna

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Lol how dare you have committed such a hideous crime by putting of in your post. That's just about the most unforgivable thing I have ever saw. Shame on you lol.

Seriously I would not have even bothered editing it. It was hardly the end of the world.

Just waiting for someone to point out you have now spelt surprised wrong in your edited post.

paul7388 said:

Lol how dare you have committed such a hideous crime by putting of in your post. That's just about the most unforgivable thing I have ever saw. Shame on you lol.

Seriously I would not have even bothered editing it. It was hardly the end of the world.

Just waiting for someone to point out you have now spelt surprised wrong in your edited post.

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https://www.casinomeister.com/forums/threads/56637/

Have a read of the above. The grammar faux pas regarding the misuse of the word 'of' was voted the Number One annoyance in another thread (or perhaps the same one as I didn't read it all.)

Hell, even Vinyl thanked it!

PlayHippo

Hi chuchu59,

If you allow us to post info regarding your account here I can show that you voided the bonus.

Anyhow you contacted us with this here at CM,


"Originally Posted by PlayHippo
Hi Paul,

I hope all is well,

I can see that the 20 Euros was refunded to you, what happened was that you canceled the bonus, and then the funds vanish as well.

But you have your deposit back on your account and the bonus, please be aware that the maximum bet using a bonus is €8, so you can not bet it all on one go and then play a slot on low limit stakes.

Cheers


Quote Originally Posted by chuchu59
Removed - since apparently not allowed to post a PM here about the issue unless allowd
"

I looked into your account saw that the bonus was voided after one bet and refunded the money and added the bonus and informed about the 8 Euro bet rule. It was not the reason your money vanished it was because you forfeited the bonus.


Then you didn't seem to pleased with this and came back with

" also removed ."

Which you apparently did,

But if you allow I can also send a screen shot of the voided bonus from your end along with other bonuses that you have used up and cleared. By clicking that you want to cancel a bonus you get a warning saying that this will remove the bonus and funds but we try to be as generous and fair as possible.

Regarding your mails with support, they did reply that you wagered it, I would assume, that they checked quickly on your account, and saw a zero balance and replied that, you continued talking to them and they found out that the bonus was forfeited and explained exactly how much wagering you had left on the bonus when the bonus was forfeited by you.

Thanks
Henrik

PlayHippo said:

Hi chuchu59,

If you allow us to post info regarding your account here I can show that you voided the bonus.

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Did he allow you to post his personal messages? You ask and post directly
If not then you really broke the rules here.

dunover said:

https://www.casinomeister.com/forums/threads/56637/

Have a read of the above. The grammar faux pas regarding the misuse of the word 'of' was voted the Number One annoyance in another thread (or perhaps the same one as I didn't read it all.)

Hell, even Vinyl thanked it!

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Thanks for sharing. Me bad , I shouldn't of commented without searching the forum first.

Tirilej said:

Did he allow you to post his personal messages? You ask and post directly
If not then you really broke the rules here.

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Thanks - the info we asked for was from our casino info where we can see that the bonus was forfeited, not from the PM sent here at CasinoMeister. But have edit it as well.

paul7388 said:

Thanks for sharing. Me bad , I shouldn't of commented without searching the forum first.

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Yeah its all their in that thred and your right you couldn't of read it first

Why the hell do you play like this? This is the prime example for the dreaded two-tier betting (which btw the Intercasino rep still hasn't properly explained, but that's another matter)

You are a very seasoned and well-reputed member of CM and you really should know the very stringent bonus-rules that apply from the moment you accept a bonus (which you did by typing in the bonus-code).
Placing everything on baccarat and then playing €0.3 bets on a slot?

I think I know why the support-agent stated you have a balance of 0. Everymatrix plattforms transform your entire bankroll into bonus-funds when you claim a bonus. After you made your €25 bet on baccarat the system voided the bonus due to breach of bonus-terms. So your €26 (bonus-) balance + the winnings derived from the baccarat-game where also voided. The agent probably had no experience with this situation and just saw on his screen that you have a 0 balance. You should have guessed something like this happened.

You got your initial deposit back - that's the maximum you can expect.

PlayHippo said:

Thanks - the info we asked for was from our casino info where we can see that the bonus was forfeited, not from the PM sent here at CasinoMeister. But have edit it as well.

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Back on topic (sorry about grammatical diversions!) if the deposit has been refunded and the original bonus reinstated then he gets a second chance, all is well IMO.

PlayHippo said:

Hi chuchu59,

If you allow us to post info regarding your account here I can show that you voided the bonus.

Anyhow you contacted us with this here at CM,


"Originally Posted by PlayHippo
Hi Paul,

I hope all is well,

I can see that the 20 Euros was refunded to you, what happened was that you canceled the bonus, and then the funds vanish as well.

But you have your deposit back on your account and the bonus, please be aware that the maximum bet using a bonus is €8, so you can not bet it all on one go and then play a slot on low limit stakes.

Cheers


Quote Originally Posted by chuchu59
Removed - since apparently not allowed to post a PM here about the issue unless allowd
"

I looked into your account saw that the bonus was voided after one bet and refunded the money and added the bonus and informed about the 8 Euro bet rule. It was not the reason your money vanished it was because you forfeited the bonus.


Then you didn't seem to pleased with this and came back with

" also removed ."

Which you apparently did,

But if you allow I can also send a screen shot of the voided bonus from your end along with other bonuses that you have used up and cleared. By clicking that you want to cancel a bonus you get a warning saying that this will remove the bonus and funds but we try to be as generous and fair as possible.

Regarding your mails with support, they did reply that you wagered it, I would assume, that they checked quickly on your account, and saw a zero balance and replied that, you continued talking to them and they found out that the bonus was forfeited and explained exactly how much wagering you had left on the bonus when the bonus was forfeited by you.

Thanks
Henrik

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I never voided the bonus and I stick by my words. You dont even talk sense. First would any sane person void bonuses and winnings after doubling up on the bet like I did? Second, if I had really voided the bonus I would be left with 20 Euros ie my deposit. How is it possible I would want to remove my bonus and own deposit merely for the sake of doing so and thus allowing the casino to keep my money. Thanks so much for your so-called generosity in returning my deposit lol Thirdly, your staff had stated I played my funds to 0 and this is a lie on your part. Support staff making bold assumptions with an attachment which I was unable to open.

This makes the whole thing even more sinister. It seems the casino has in place a system that can nullify your balance if you bet over a prescribed limit on a game. Its even more scary when they can simply make up a story of a player forfeiting a bonus and forging a screenshot to prove it.

This just proves the title of the thread is correct. Hippoplay is untrustworthy and so are you and your staff.

hedgehok said:

Why the hell do you play like this? This is the prime example for the dreaded two-tier betting (which btw the Intercasino rep still hasn't properly explained, but that's another matter)

You are a very seasoned and well-reputed member of CM and you really should know the very stringent bonus-rules that apply from the moment you accept a bonus (which you did by typing in the bonus-code).
Placing everything on baccarat and then playing €0.3 bets on a slot?

I think I know why the support-agent stated you have a balance of 0. Everymatrix plattforms transform your entire bankroll into bonus-funds when you claim a bonus. After you made your €25 bet on baccarat the system voided the bonus due to breach of bonus-terms. So your €26 (bonus-) balance + the winnings derived from the baccarat-game where also voided. The agent probably had no experience with this situation and just saw on his screen that you have a 0 balance. You should have guessed something like this happened.

You got your initial deposit back - that's the maximum you can expect.

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I always play like that - with or without a bonus but that's not the main issue. The casino is lying to cover up the fact they caused the funds to vanish and they blame me by saying I forfeited the bonus. I am not talking about my deposit and compensation if that's what on your mind.

If the system is smart enough that it can be programed to zero out your balance when you break a bonus term I would think it would be smart enough to not allow you to break the term to begin with.

As an experienced player you were smart enough to push the issue and at least get your deposit back. A less experienced person might not know where to turn and just be out of luck. Front line support in general could do a better job at a lot of casinos.

Googobucs said:

If the system is smart enough that it can be programed to zero out your balance when you break a bonus term I would think it would be smart enough to not allow you to break the term to begin with.

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Well said! :notworthy

KK

chuchu59 said:

I always play like that - with or without a bonus but that's not the main issue. The casino is lying to cover up the fact they caused the funds to vanish and they blame me by saying I forfeited the bonus. I am not talking about my deposit and compensation if that's what on your mind.

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This might help your peace of mind about Playhippo. As long as you obey their terms you will be absolutely fine perhaps double up your money somewhere else then move to playhippo and go straight to slots with no bonus attached? Anyway that's me made my second withdrawal from them today first one to card(£330) came in one day and today's one withdrawn to neteller £89.49 only took 4hrs 10 and the rep actually apologized saying that was longer than usual. Don;t give up on them yet and I'm being awarded 10 free spins in grande spinata today too !

dave1888 said:

This might help your peace of mind about Playhippo. As long as you obey their terms you will be absolutely fine perhaps double up your money somewhere else then move to playhippo and go straight to slots with no bonus attached? Anyway that's me made my second withdrawal from them today first one to card(£330) came in one day and today's one withdrawn to neteller £89.49 only took 4hrs 10 and the rep actually apologized saying that was longer than usual. Don;t give up on them yet and I'm being awarded 10 free spins in grande spinata today too !

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Thanks Dave but that's not the issue. The fact is the casino is trying to distract people from what is actually a rogue system where it can wipe out players' balances at will. I never questioned the casino on whether they had the right to forfeit my winnings but in trying to cover up they first wrote to me stating it was I who played down my balance to 0 and later said I had forfeited the bonus myself. I never did either of these so you can really say this casino is untrustworthy. Occasionally, I notice some players state that their balances did not read correctly so I believe we may need a hard look at it.

chuchu59 said:

Thanks Dave but that's not the issue. The fact is the casino is trying to distract people from what is actually a rogue system where it can wipe out players' balances at will. I never questioned the casino on whether they had the right to forfeit my winnings but in trying to cover up they first wrote to me stating it was I who played down my balance to 0 and later said I had forfeited the bonus myself. I never did either of these so you can really say this casino is untrustworthy. Occasionally, I notice some players state that their balances did not read correctly so I believe we may need a hard look at it.

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No problem man. I think because I barely take bonuses (and when I do I always make sure to bet no higher than £2) I've never had this issue. It would be just awful though and I can see where you are coming from. Hopefully no more bs issues like that on the horizon for you

chuchu59 said:

So I deposited 20 Euros at this casino and redeemed code Easter30 which gave me a 6 euro bonus. I admit I didnt read the bonus terms other than seeing that Baccarat contributed 1% to the wagering requirements and placed a bet of 25 Euros on banker which I won. I then proceeded to Wonky Wabbits and pressed auto at 50 spins (0.30) but the autospins wouldnt start as the balance was 0. This was strange as the balance should have been 26+ (25x0.95) ie 49.75. I wrote to support and they told me the funds reached 0 because I had played all my funds. This was untrue so I asked again and was told I forfeited the bonus. Again this was untrue as I never forfeited the bonus. I had wanted to post but allowed their rep the benefit of the doubt so I sent him a pm. His first reply was that I should not have placed a single bet of more than 8 Euros. OK assuming it was my mistake, it still does not allow them to lie to me by first stating I had exhausted my funds by playing it to 0 and later stating that I had forfeited the bonus. I detest people lying to me so I demanded an apology. I didnt get one and instead got a retort as to why I am so persistent and what I really wanted. I make this loud and clear as he will see this thread. I dont like liars and am simply looking for an apology for the lies by the support staff. Since we cant solve this amicably I am starting this thread to tell members this casino will tell lies to cover their asses. Frankly I did not know the software could automatically zero out my account if the bet placed was over their prescribed limit. They only had to admit to that instead of making up stories. Guys, you can make your own judgment.

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Why you dont read than first, you are so self centred that you cant admit making a mistake and asking for an apology

AffGency said:

Why you dont read than first, you are so self centred that you cant admit making a mistake and asking for an apology

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That's where you and a host of others are getting it totally wrong. The casino sent me an attachment stating I had played up all my funds and later lied by stating I had forfeited my own deposit, bonus and winnings. The way I played my bonus was a separate issue. The casino does not dare to address the issue of the attachment nor can they rightfully claim I forfeited my own deposit, bonus and winnings. In other words though I made a mistake in the use of the bonus I am asking for an apology because they first lied by stating I played back my own funds and later stating it was me who forfeited the bonus.