Withdrawn: Hippodrome Online - permanent vacation?

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
[withdrawn]As reported in Casinomeister's recent Tales of Terror Hippodrome Online seems to be having problems handling player account requests ... or basic communications.

In late June a player reported problems with the casino regarding account locking requests. It seems the player was able to withdraw, lock the account, re-open, play, request locking again, re-open again, close again, discover that the account was not closed per request and finally play away her winnings all within the space of two days. FTR the casino's position regarding temporary closures is found under Responsible Gaming Policy as follows:
3.2 Take a Break

At Hippodrome Online Casino we understand that a Customer’s personal / financial circumstances may change and that there will be times when it makes sense to take a break from gambling (perhaps to save for a new car, a holiday or simply when travelling) and you can by requesting one of the following Cooling-Off periods:

• 24 hours
• 1 week
• 1 month
• 2 months
• 3 months

Please contact Customer Service at any time and ask for a Cooling-Off period to be applied to your account. Upon receipt of your request, Hippodrome Online Casino will take the necessary measures to temporarily suspend your account until the Cooling-Off period has expired.

NOTE: Upon the Cooling-Off period expiring, your account will automatically be re-activated and you will once again have access to participate at Hippodrome Online Casino.

The point being that whatever the casino seemed to say they'd do regarding account closures it either wasn't being done or was so badly mishandled that it was completely ineffective.

To make a long story short we tried to contact the casino, got an automated response and then dead air.

We tried going through a casino contact who said he'd get someone to help us .. dead air.

We tried contacting the contact again .. dead air.

One bright note though: we were contacted by a Hippodrome Sales person asking if we wanted to "do business". More dead air when I asked about getting help resolving old player issues first. :rolleyes:

WARNING: Players are advised that Hippodrome Online appears to have joined the undead insofar as offering decent Customer Service and being able to address player issues: Player are advised to proceed with extreme caution. The chances are that if you get into difficulties at the casino there won't be much we can do to help you. And UNDER NO CIRCUMSTANCES should you depend on their "Take A Break" temporary self-exclusion service, it is seriously out of order and cannot be depended upon.[/withdrawn]
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
We've since been contacted by a casino representative wanting to improve their communications with us in regard to player issues. Although I still need clarification on their account-closure/self-exculsion policies the new rep has been helpful and persistant in getting the problems resolved so I'm taking that as a good sign that we can get this worked out to everyone's satisfaction. Given this I'm upgrading the Warning to "Under Review". Assuming we get everything worked out and there are no further issues during the Review period -- 60 days -- the Warning will be withdrawn and archived.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Ok, I'm reminded that the 60 days has passed. There have been no problems so the Warning is hereby withdrawn.

I'll leave this here for a few days for folks to see the update. After that I'll archive this off to our Withdrawn Warnings section.
 
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