Baptism by Fire - success Hello Casino enters the flames!

[RyanFCA]

In my experience over at JonnyJ & SlotPlant (also WHG) the first WD took 2 days but the vast majority since usualy between 15 mins and 12 hours.

For those mentioning slow WD times. I agree, we should all be striving to process them as quickly as possible.

However, in our terms it does state they will be processed after 24 hours. Usully they ar eprocess beforehand in all honesty.

If you have experienced slow withdrawals, it tends to be like this case, because it is your first and there is a certain amount of KYC/compliance that needs to take place. Otherwise, if you process a WD after taking a bonus, this may delay the WD as your bonus play activity will most likely be checked by our team. otherwise, like TheAddict says, they and process responsibly quickly.

 

[RyanFCA]

They used to be one of the last to have max versions on all. One of the WHG Full Cream sites. All were among my favs and regular plays.

All paid, and all worked well.

I have not visited for a while, but I believe they have lower RTP models now on some providers, hence why I stopped.

My only feedback is that the bonus offers appear when you have not visited for a while. I found that, as a frequent flyer, there were no offers, which did not encourage me to play there over and above others following the RTP drop.

Besides RTP, I never had an issue at any of the sites from the group, including Hello Casino. I was fully verified quickly and easily, and all withdrawals were paid out well within the 48 or 72-hour time frame (I forget which one it is now).

@RyanFCA Can you confirm the group's RTP policy now, please?

Edited because I see the pending period is still 48 hours. For the record, once I was verified, my withdrawals were quicker, normally on the same day or within 24 hours. Not sure if that is policy, or they were just running very efficiently

Yeah the 48 hours term is there in case we can't process them before. Which will sometimes be due to resources or timing. However, most likely because we need to process addiitoanl complaince/KYC checks, or review bonus play.

As for the policy on RTP, I have requested that information form someone and will come back to you. I know for the PNG games where we can choose our RTP, we have gone for middle level (out of three choices).

 

[rtb123]

use to like WHG played there for over 5 years, one day they just banned me for no reason at all

same...

 

[BillyGoldblum]

Hi BillyGoldblum,

Do you have a personal experience you want me to look into regarding such incidents? If so, please send me your details. Or is there a particualr term in our T&C's which refers to this you are not happy about?

Otherwise, I will inquire about such policies this end and provide some feedback in due course.

Cheers
Ryan

Yes a friend of mine lost an $1800 cashout to your casino a few months ago because he accidentally clicked max bet and your casino confiscated the win because of one mistaken spin that was not even a winning spin. Please change this policy or add bet protection.

Nobody should play here until that is changed.

 

[justdoit]

Yes a friend of mine lost an $1800 cashout to your casino a few months ago because he accidentally clicked max bet and your casino confiscated the win because of one mistaken spin that was not even a winning spin. Please change this policy or add bet protection.

Nobody should play here until that is changed.

it happen to me also not in WHG another casino spacial on Novomatic slots where max bet is next to spin accidentally pressed max bet £40 a spin

 

[Supababe]

As with many members here I too am BB-Ed from this casino group.
I tend to not play where casinos label me as a ‘bonus abuser’ (assuming this is the reason for lack of bonuses), as I always deposit and play fairly, in accordance to bonus T&C if one is taken.

Joined in 2016/17. Last promo email in 2019.

Edit: I’ve just gone through my account history and perhaps it is more to do with my net deposits… £-700
This seems a fair reason to not allow a bonus I guess.

 

[Schind]

Trying to sign up and all I get is 'Oops! Try Again'. Five times now with no hint as to what, if anything, I'm doing wrong. I've changed user name in case that was the issue but still nothing.

**edit**
Solved. When putting in your mobile number you need to put in the +44 (or whatever) at the beginning. Be handy if there was a notice to point out which bit of data they weren't accepting.

 

[Schind]

Had a few days fairly heavy play.
The games themselves have been running ok but there are a few little things that I think need changing.
I like to flit between games. There isn't an option to return to the homepage to choose another game after playing a game. You can press 'back' but one of two things happens - it either takes you to the last game you played and sticks there or it does take you to the homepage but logs you out at the same time.
I've also found the 'net position' counter has stopped working. It was working yesterday afternoon but stopped last night and hasn't worked today. Doesn't bother me personally but is this not a UKGC requirement?
And the 'search for a game' feature on the /index page doesn't always work.
For reference, I've been playing on a PC using the Edge browser. I haven't tried it on mobile yet.

 

[SuperTed88]

Reducing the RTP on slots offered just seems an act of absolute contempt towards one's clients. Might as well just become a bingo provider if that's how you wanna play the game.

 

[satchnz]

it happen to me also not in WHG another casino spacial on Novomatic slots where max bet is next to spin accidentally pressed max bet £40 a spin

Yep I too did an accidental £50 spin on a Novomatic, reducing my £70 balance to £20 instantly. A bit hard to swallow for a £0.20 per spin player…

 

[RyanFCA]

Hey guys, sorry was off a few days and going through my backlog of work. Will respond where need on the thread now!

 

[RyanFCA]

same...

If you would like some feedback, please send me your account details and what casinos you played on, via DM.

 

[RyanFCA]

Yes a friend of mine lost an $1800 cashout to your casino a few months ago because he accidentally clicked max bet and your casino confiscated the win because of one mistaken spin that was not even a winning spin. Please change this policy or add bet protection.

Nobody should play here until that is changed.

Interesting! Obviously I can't comment on such a case without details. But I will ask about this policy to see if I can provide any further clarification. Will also pass on your feedback.

However, wouldn't such a policy be useful if you did accidentally place a max bet spin and lost?

 

[RyanFCA]

As with many members here I too am BB-Ed from this casino group.
I tend to not play where casinos label me as a ‘bonus abuser’ (assuming this is the reason for lack of bonuses), as I always deposit and play fairly, in accordance to bonus T&C if one is taken.

Joined in 2016/17. Last promo email in 2019.

Edit: I’ve just gone through my account history and perhaps it is more to do with my net deposits… £-700
This seems a fair reason to not allow a bonus I guess.

Hi Supababe, long time ;-)

Sorry to hear you were BB. However, despite your intentions, sometime your game play might appear like that of a bonus abuser, or a high risk bonus taker. Especially as you say your net deposits and considerably in profit for yourself and you were taking a bonus on each deposit, it would be logical to restrict bonuses we can award you.

If you would like me to take a look, please let DM what casinos you played on and your account details?

 

[RyanFCA]

Trying to sign up and all I get is 'Oops! Try Again'. Five times now with no hint as to what, if anything, I'm doing wrong. I've changed user name in case that was the issue but still nothing.

**edit**
Solved. When putting in your mobile number you need to put in the +44 (or whatever) at the beginning. Be handy if there was a notice to point out which bit of data they weren't accepting.

I can confirm this is an isuse and has now been raised accordingly.

Thank you very much for letting us know.

 

[RyanFCA]

Had a few days fairly heavy play.
The games themselves have been running ok but there are a few little things that I think need changing.
I like to flit between games. There isn't an option to return to the homepage to choose another game after playing a game. You can press 'back' but one of two things happens - it either takes you to the last game you played and sticks there or it does take you to the homepage but logs you out at the same time.
I've also found the 'net position' counter has stopped working. It was working yesterday afternoon but stopped last night and hasn't worked today. Doesn't bother me personally but is this not a UKGC requirement?
And the 'search for a game' feature on the /index page doesn't always work.
For reference, I've been playing on a PC using the Edge browser. I haven't tried it on mobile yet.

Thank you very much for the detailed feedback, we will look into each of the examples you have given.

Is you 'net position' counter working again?

 

[RyanFCA]

Reducing the RTP on slots offered just seems an act of absolute contempt towards one's clients. Might as well just become a bingo provider if that's how you wanna play the game.

I am sorry that you feel this way. But we feel choosing the middle option (out of three) were possible gives us the best chance to keep operating as a business in what are ever restrictive and tricky markets to negotiate.

 

[Schind]

Thank you very much for the detailed feedback, we will look into each of the examples you have given.

Is you 'net position' counter working again?

Yes. I worked out what happened. It was running when using my opening balance but not when playing through my bonus wagering. As soon as I'd done that and reverted to cash it started working again.

I've since noticed that the Red Tiger games have a home button on them, a few others have a button in the game rules / settings but some have none at all although I played last night on mobile and noticed a game (Possibly Bonanza) that had a home button on it that isn't there in the PC version. That's the biggest issue in my opinion.

I've done rather well on this site being nearly £800 in credit so requested a £200 withdrawal half an hour ago to see what that process is like. I didn't realise it meant I'd lose some of my daily bonuses from the free spins I've yet to play through but it's only £18 and it is in the terms so no complaints.

 

[Supababe]

Hi Supababe, long time ;-)

Sorry to hear you were BB. However, despite your intentions, sometime your game play might appear like that of a bonus abuser, or a high risk bonus taker. Especially as you say your net deposits and considerably in profit for yourself and you were taking a bonus on each deposit, it would be logical to restrict bonuses we can award you.

If you would like me to take a look, please let DM what casinos you played on and your account details?

Thanks for the reply.
No need to look at it for me. I totally understand that casinos need to make a profit and I am in a strong position with net gains.

I likely decided to change casino at that point as I work on the principle that, the longer you play, the closer you will move towards the 95% rtp mark.

I deposited and played anyhow just to give it a go x

 

[Schind]

requested a £200 withdrawal half an hour ago to see what that process is like.

Took a while but that was expected based on what's been said in this thread and it being my first withdrawal just a couple of days after joining.
Withdrawal was cleared 51 hours after I applied, no questions asked, but that was a Saturday night so it didn't get into my bank until yesterday.

Being playing it on desktop and mobile quite a lot. Only had one crash out of many thousands of spins (just before the bonus on Diamond Mine - eek!) but a reload took me back to the correct page and the bonus played out.
I've mentioned the desktop issues with navigating the site already, it's a lot better on mobile. All in all I'm happy with the site. There are some minor issues about a few games being listed in the 'must drop jackpot' section that aren't actually the jackpot versions but in a way it's refreshing to play Red Tiger games without a few percent of the RTP going to the pot so that's not something that bothers me.
Knowing my luck I won't be withdrawing very often so if they can just sort out the 'back' and 'home' buttons on the desktop version it'd be great.

 

[bamberfishcake]

Sorry to hear you were BB. However, despite your intentions, sometime your game play might appear like that of a bonus abuser, or a high risk bonus taker. Especially as you say your net deposits and considerably in profit for yourself and you were taking a bonus on each deposit, it would be logical to restrict bonuses we can award you.

I think this is largely what's wrong with online casino culture.

Not personal to you Ryan, at all, but it's the wrong attitude and an approach taken by 99% of casinos I have come across.

What you are basically saying is that you promote losing and encourage losers to gamble whilst putting off winners.

I applaud such honesty, you have said what most casinos stay away from being so blatantly truthful about - that they don't want winners. Hardly a fair game is it?

Bonus abuser is a term created to make online casinos feel better about what they do. 'Winner' is the more accurate term. There is no bonus abuse, only the abuse of the player when bonuses are sent out at the start of the journey to encourage them to spend.

How can you abuse something when you stay within the terms laid out before you?

 

[mitak11]

I have been playing in this brand of casinos for many years. I can say that for me these are currently the best casinos. Many, many promotions, both for deposit and without deposit. Of course, I also play in HELLO casino. The check that is done is normal, it ends quickly if you provide the necessary documents. Withdrawals are not the fastest, it's different - sometimes they pay out on the same day, sometimes on the next day.The games and the interface are very good, they load quickly, there are several types of search engines.In two words - it is a pleasure to play in the casino. And yes - I have won a lot of money, mainly with a bonus of 25-35 pounds. I have withdrawn from such a bonus many times from 300 to 2300 pounds. I always play with a bonus.I have a deposit limit of all casinos in this group of 500 pounds per month. I am satisfied and have not sent documents to increase the limit.Yes, it is true that the withdrawal is not instant, but they always pay and without problems. Still, we have to play money that we can afford to lose, so I don't mind waiting until the next day.This brand of casinos has the most promotions in the UK. If you play smart, your bonuses won't stop.

 

[johnnymcc1966]

I have been playing in this brand of casinos for many years. I can say that for me these are currently the best casinos. Many, many promotions, both for deposit and without deposit. Of course, I also play in HELLO casino. The check that is done is normal, it ends quickly if you provide the necessary documents. Withdrawals are not the fastest, it's different - sometimes they pay out on the same day, sometimes on the next day.The games and the interface are very good, they load quickly, there are several types of search engines.In two words - it is a pleasure to play in the casino. And yes - I have won a lot of money, mainly with a bonus of 25-35 pounds. I have withdrawn from such a bonus many times from 300 to 2300 pounds. I always play with a bonus.I have a deposit limit of all casinos in this group of 500 pounds per month. I am satisfied and have not sent documents to increase the limit.Yes, it is true that the withdrawal is not instant, but they always pay and without problems. Still, we have to play money that we can afford to lose, so I don't mind waiting until the next day.This brand of casinos has the most promotions in the UK. If you play smart, your bonuses won't stop.

I wouldn't boast about it mate.You'll be next!

 

[RyanFCA]

same...

PM me and I will look into it.

For everyone else awaiting a reply. I have been off over the festive period, currently chasing everything up. Apologies for the wait.

 

[RyanFCA]

Took a while but that was expected based on what's been said in this thread and it being my first withdrawal just a couple of days after joining.
Withdrawal was cleared 51 hours after I applied, no questions asked, but that was a Saturday night so it didn't get into my bank until yesterday.

Being playing it on desktop and mobile quite a lot. Only had one crash out of many thousands of spins (just before the bonus on Diamond Mine - eek!) but a reload took me back to the correct page and the bonus played out.
I've mentioned the desktop issues with navigating the site already, it's a lot better on mobile. All in all I'm happy with the site. There are some minor issues about a few games being listed in the 'must drop jackpot' section that aren't actually the jackpot versions but in a way it's refreshing to play Red Tiger games without a few percent of the RTP going to the pot so that's not something that bothers me.
Knowing my luck I won't be withdrawing very often so if they can just sort out the 'back' and 'home' buttons on the desktop version it'd be great.

Glad to hear you had a largely positive expereince at Hello.

All your feedback has been taken on board. Thank you very much.