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Withdrawn: Play Hippo issues

Discussion in 'Withdrawn Warnings' started by maxd, Dec 10, 2013.

    Dec 10, 2013
  1. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    [Later developments make the following statements regarding Play Hippo obsolete. See below for details.]

    About six weeks ago a player came to us with an issue regarding Play Hippo (playhippo.com): he'd won roughly €2200 on bonus-related play in August but in September the casino had apparently added a "max bet" rule and retroactively applied it to confiscate the player's winnings. When the player complained to the casino they said they would not discuss the matter and that the player should take it up with the LGA (Malta).

    The player came to us, we forwarded the case on to the casino and they said "can't discuss unless the player gives his permission". Oddly they added "if we do not hear anything by the end of this week we will close this case." Strange process but I contacted the player immediately and the requested permission was sent to the casino and CC'd to me in less than 24 hours, well before "the end of this week". That was the last we heard from the casino. Further attempts to move the issue forward went nowhere, the casino simply never responded.

    WARNING: Play Hippo is confiscating player winnings under very dubious circumstances and is hiding behing the LGA to avoid dealing with player complaints. Furthermore they are playing games with "permission statements" which they say they require but then ignore. Players are strongly advised to avoid Play Hippo until they prove that they are paying legitimate player winnings and handling player issues responsibly.
     
    Last edited: Dec 17, 2013
    14 people like this.
  2. Dec 12, 2013
  3. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    The casino people have contacted us regarding the Warning. They deny that any Term was retroactively applied and claim that the player simply violated the Terms that were in place at the time of play.

    [strike]Unfortunately they are not willing to go into further detail at this time -- "company policy" -- and so there is no way to gather the evidence necessary to re-evaluate the current status of the player's issue nor the conditions that precipitated this Warning.[/strike]
    Latest update: Play Hippo management has approached us to resolve any outstanding issues. Stay tuned.
     
    Last edited: Dec 16, 2013
    4 people like this.
  4. Dec 17, 2013
  5. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    After extended discussions with the casino regarding the original PAB case I am convinced that they acted properly and fairly in their actions against the player.

    Furthermore they have apologized for the break-down in communications regarding the player's case and appointed a member of the casino staff as a point-of-contact for any future issues that might arise.

    Given these developments I am putting this Warning "Under Review" for 60 days. Assuming there are no further unresolvable problems with this casino the Warning will be withdrawn and archived.

    I'd like to thank the casino personnel for working with me to get this resolved. This is always the better outcome for these issues but it doesn't happen unless they are willing to meet us half way. They did and the issue is now on its way to being put to rest. Thanks to all. :thumbsup:
     
    13 people like this.
  6. Oct 14, 2014
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Ok, the expiry date on this is long since past.

    There have been no confirmed issues regarding PlayHippo since the Review began so they're well in the clear: Warning withdrawn.

    I'll let this sit a few days for folks to see the update and then I'll Archive it.
     
    1 person likes this.

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