Hippodrome Casino (part of Betway group) payment shenanigans

irmster

Non-Gambler
PABnononaccred
Joined
May 5, 2010
Location
UK
I made a withdrawal request for £2000 on 18 May. There is a 48 hour 'pending period'. I submitted my documents on 19 May and received an email saying they had received them.

Yesterday I was told the documents had been approved and the payment would be made this morning.

Nothing happened so I called up and was told by the support person that 'operations' are responsible for the payment so they couldn't tell me why it hadn't been made.

I then received an email saying I hadn't completed the 'deposit authorisation form' (which is true, as they never sent it to me or mentioned it when I called up). So I signed and dated the form and sent it back.

I then called back and was told the form had not been approved yet. (it's just a signature and a date). Now I have been told operations need another 48 hours to review the form. So we are looking at the best part of a week (or more) before they release the payment, which I have never experienced with an MGS casino.

Very disappointing. I have PM'd the Betway rep but no reply yet.
 

tomgalanis

First Look Games
webby
Joined
Dec 8, 2009
Location
London, United Kingdom
irmster,

I am assisting the Hippodrome with their affiliate operations. I've flagged this up with their head of online. I will endeavour to get this all sorted for you tomorrow.

Thanks,

Tom
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
I made a withdrawal request for £2000 on 18 May. There is a 48 hour 'pending period'. I submitted my documents on 19 May and received an email saying they had received them.

Yesterday I was told the documents had been approved and the payment would be made this morning.

Nothing happened so I called up and was told by the support person that 'operations' are responsible for the payment so they couldn't tell me why it hadn't been made.

I then received an email saying I hadn't completed the 'deposit authorisation form' (which is true, as they never sent it to me or mentioned it when I called up). So I signed and dated the form and sent it back.

I then called back and was told the form had not been approved yet. (it's just a signature and a date). Now I have been told operations need another 48 hours to review the form. So we are looking at the best part of a week (or more) before they release the payment, which I have never experienced with an MGS casino.

Very disappointing. I have PM'd the Betway rep but no reply yet.


Inefficient yes, slow yes, but you will get paid which is the main concern. Thereafter things will be quicker. Chin up m8.
 

irmster

Non-Gambler
PABnononaccred
Joined
May 5, 2010
Location
UK
irmster,

I am assisting the Hippodrome with their affiliate operations. I've flagged this up with their head of online. I will endeavour to get this all sorted for you tomorrow.

Thanks,

Tom

thanks Tom. I am going on hols tomorrow so just wanted it sorted as I don't want to be chasing it while I away!
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
thanks Tom. I am going on hols tomorrow so just wanted it sorted as I don't want to be chasing it while I away!

Thing to remember for everybody is that CS are outsourced on most MG casinos. You'll find 'sylvie' on 7sultans is also on Gaming Club and River Nile etc. They have a generic shared system and access many different MG casinos via your account number/code. CS have no direct access to the payment processors - all they can do is check your account and tell you the same as you see, i.e. 'work in progress'. They have to pass on a message to get any answers concerning banking. They can provide no instant answers or resolution. This is frustrating but it's the way things are with most sites.
 

djkice

Dormant Account
PABnoaccred
Joined
May 13, 2013
Location
Perth, Australia
Paperwork and documentation part of it always sucks but is necessary. I think payment conditions vary from casino/casino rather than software/software. Different jurisdictions and payment terms. Never fear the rep has responded and escalated your issue. :thumbsup: Hopefully gets to you soon!
 

ValDes

Dormant Account
Joined
Jun 19, 2012
Location
Out of space
Hippodrome has still much to improve regarding their customer support and withdrawal timeframes, but when it comes to paying they are rock solid! I've hit some good runs there and made two cashouts for about approximately 2000 euros from only 50 euros deposit. Got the money in my credit card after 5 days, so kudos to these guys!:thumbsup:
 

maphesto

Dormant account
Joined
Jun 5, 2009
Location
Sweden
Thing to remember for everybody is that CS are outsourced on most MG casinos. You'll find 'sylvie' on 7sultans is also on Gaming Club and River Nile etc.

Are you sure of River Nile? If it was Riverbelle I can understand it (I mix them up often). 7sultans, Gaming Club and Riverbelle have the same owner and are working under the same licence. If River Nile have the same support at least one of them would be outsourced and against Bryals standards for accreditation.

Edit: I have made 1000 posts exactly now! :)
 
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irmster

Non-Gambler
PABnononaccred
Joined
May 5, 2010
Location
UK
an update - had an email to say payment has now been made and also a PM from the rep - (but when I log on, the transaction list says 'work in progress' for the withdrawal).

Anyway, hopefully it's been done and I can enjoy my hols.
 
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