Bonus Complaint Playhippo voided my winnings after they changed their terms

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
That is true, some casinos, not all, have a pop-up notifying players of a change in their T&Cs.

Nifty, I am referring to the scenario where the OP has deposited and used several bonuses and would not have to expect a sudden change in the max bet size for players of his nationality. I myself always double-check but if I trust the casino and am a regular player I could also have fallen in this trap.

Yes an example of that is Unibet - if they change Terms and Conditions, when you log on a POP up appears to tell you that they have changed and you have to accept the new ones - it happens quite often but this way they have covered themselves and the punter knows they have changed too.

I agree its our responsibility to check Terms and Conditions but when they seem to change so often the Casinos could help like Unibet do
 

Slot12

Dormant account
Joined
Mar 5, 2014
Location
32redcity
Hi,

I was reading this thread today and felt like I have to post about my experience with Playhippo I already made complaint with a third party website so I won't do it again, only thing is that I really felt the same as the OP they have done the same thing to me.

Playing at Playhippo for a while it was a good casino with allot of promotions, on Monday I played at the casino with a promotion on Wednesday they send me a promotion again. After winning a 4000 euro amount they gave me the same max bet rule even when I played a slot where the bonus features where saved and by changing my bet size the features would be lost. They not noticed me at all for any changes.

After consulting with the third party website I got some of my deposited back and they made a pop up where it said they changed the terms, but as I see now they don't do it anymore. The Playhippo isn't responding to this thread to they just seem to do this to get some extra money out of this action. My lesson is learned it's costs me over 4000 euros.

I only play 32red from now :)
 

3jokers

Webmeister
webmeister
Joined
Jun 7, 2007
Location
Pembroke, Malta
If you want to play at NetEnt casinos, avoid these newcomers and just stick to sites like Betsafe and Betsson. Granted, they don't give that many bonuses, and they do request ID verification, but at least you always get your winnings. Also the withdraws only take a few minutes to Skirll.
 

dusky

Full Member
Joined
Oct 8, 2013
Location
England
Wasn't there a player that fell foul of this on here a while back as he was betting €10 spins when they changed it to €8.

I take on what Nifty is saying and agree to an extent and it leaves us with no option but to trawl pages and pages of horrendously formatted TnC's on their website looking for the clauses to catch players out.

I believe they added some form of pop up last time that suggested they had changed their terms and conditions but I've personally never seen one and have had my account there for probably coming onto a year.

I think in instances like this it would be nice of some companies to fire off a quick email for any terms changes. An email distribution list can be pulled in 2 minutes from a database and they should have a note of which copy has changed so it's easy to inform people and then it works both ways, players don't lose money and the casino doesn't get any bad press.

Too simple a suggestion though I imagine for most places who would rather trip players up.
 

grinder020123

Dormant account
PABnononaccred2
Joined
Jan 13, 2014
Location
Vinkeveen
Contacted the rep

Hi,

Once again thanks for everyone taking the time to reply to share their thoughts about this issue. I contacted the rep of Playhippo again and I hope that he can give us some feedback about this issue.

Thanks
 

PlayHippo

Dormant account
Joined
Jun 7, 2013
Location
Sweden
Reply from PlayHippo

Hi all - We have tried to put together a comprehensive respond to this thread and we apologize in advance for the rather lengthy reply.

Please understand that we can’t discuss a single player in an open forum but we are always happy to do so with a representative from Casino meister since we trust that the information stays there.

First we would like to comment on the discussion that we seem to offer really high bonuses and that it is “dodgy”. As most of you are aware of many casinos offer more or less the same games and most casinos try to find a USP or a “niche”.

This can be done through for example gamification (read Casumo, Thrills etc) or by offering a wide range of products (Casino, Poker, Sport betting as in Unibet, Betsson) and then as in our case offer high loyalty bonuses and live of low margins and trying to keep overheads to a minimum in order to be able to give most of the margin back to the players. Again, the games are for the most part the same (in our case Netent, Microgaming, Betsoft and NYX) and it is up to every player to decide what he/she wants from a casino.


"ok here is the term, but why say MAY BE VOID? or is it because of the sum won that its deffo void?

Obviously if a player follows our bonus T&C’s there will never be an issue. The T&C’s are exactly what it says. The bonus T&C’s are very straight forward, and the same or very similar bonus T&C’s are used by most casinos.

It happens from time to time that the bonus T&C are broken by players but the game pattern is clearly such that it is not meant to exploit the bonus and we don’t enforce the rule just because we can hence MAY BE VOID. In fact, the absolute majority of T&C breaches are not enforced.

"terms that apply on where a persons passport is issued is something that belongs in the past"

We have had a number of players, mainly from Eastern European countries signing up as residents in Scandinavian countries or UK clearly in order to avoid the T&C. Rather than having to have a discussion about fake proof of address (which happened a lot and take time and effort form the fraud team) we have decided that the passport or national id card a player holds also can be used to decide the allowed betting limit.



"Some of you have highlighted that we are changing T&C because of one player has won money."

Please understand that even though we may not be Unibet or Betsson in terms of size it should be obvious to most that we as a relatively large casinos with thousands of players will not change T&C’s or take any other similar action based on one player winning or losing. That may sound arrogant but it is true nevertheless.

"I never trusted these guys they are giving out allot of bonuses, I once tried to play there but first I did some Google research on them and saw that they confiscated some winnings on exact the same way. Maybe the casino rep can give an explanation why they keep doing this on a regular basis..."

Our T&C has not changed at all besides in explanatory terms in order to make them even more straightforward in recent time. Instead of expressing maximum bet in terms of percentage we have now a fixed number in order to avoid all possible misunderstandings. In fact, the only T&C’s that has changed in recent times (this year) are the lowering of the maximum bet for a few selected countries.

We have had one single previous PAB at CM and as you can read for yourself we were cleared when we could explain things and show extensive proof of the situation to the CM representative. It was a question of something a lot more serious than breaching T&C’s and you will have to trust that CM did a proper Due Diligence, as we can’t discuss that in an open forum.

"So how I or anyone else can know if terms are changed or not? Usually online casinos notice you when you are logged in into casino or just write in terms, that they were changed or updated on exact day. This kind of BS they are trying to push IMHO."

When big changes occur, a pop-up is used letting everyone know that the T&C have change. Last time that happened was in September 2013 and all players had to tick a box in the pop- up before being able to play.

As a final point -please do not hesitate to contact our support if you are unsure about the terms of a promotion. The support agents know all the T&C for our campaigns. Again, the T&C’s are straight forward but if you don’t want to read the T&C’s it is a good alternative to ask our support

We hope this has been helpful.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
Where is the advantage for a player if he bets €8 instead of €4 if I may ask. And what is the reason some Casinos has max 20% of bonus. Some Casinos max €/£3-4-5-6-7-8 etc. And then we have RTG Casinos where some don't even has a max. I am just thinking every spin is random right? So if a player wants to risk and blow his whole bonus in one spin what is problem in this?

Sorry for sounding a dumb ass. I have never really been into using maths and been speculating in gameplay with casinos and so with bonuses as I mainly stick to playing cash. Unless I get a really good offer from likes of 32Red.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
Hi all - We have tried to put together a comprehensive respond to this thread and we apologize in advance for the rather lengthy reply.

Please understand that we can’t discuss a single player in an open forum but we are always happy to do so with a representative from Casino meister since we trust that the information stays there.

First we would like to comment on the discussion that we seem to offer really high bonuses and that it is “dodgy”. As most of you are aware of many casinos offer more or less the same games and most casinos try to find a USP or a “niche”.

This can be done through for example gamification (read Casumo, Thrills etc) or by offering a wide range of products (Casino, Poker, Sport betting as in Unibet, Betsson) and then as in our case offer high loyalty bonuses and live of low margins and trying to keep overheads to a minimum in order to be able to give most of the margin back to the players. Again, the games are for the most part the same (in our case Netent, Microgaming, Betsoft and NYX) and it is up to every player to decide what he/she wants from a casino.


"ok here is the term, but why say MAY BE VOID? or is it because of the sum won that its deffo void?

Obviously if a player follows our bonus T&C’s there will never be an issue. The T&C’s are exactly what it says. The bonus T&C’s are very straight forward, and the same or very similar bonus T&C’s are used by most casinos.

It happens from time to time that the bonus T&C are broken by players but the game pattern is clearly such that it is not meant to exploit the bonus and we don’t enforce the rule just because we can hence MAY BE VOID. In fact, the absolute majority of T&C breaches are not enforced.

"terms that apply on where a persons passport is issued is something that belongs in the past"

We have had a number of players, mainly from Eastern European countries signing up as residents in Scandinavian countries or UK clearly in order to avoid the T&C. Rather than having to have a discussion about fake proof of address (which happened a lot and take time and effort form the fraud team) we have decided that the passport or national id card a player holds also can be used to decide the allowed betting limit.



"Some of you have highlighted that we are changing T&C because of one player has won money."

Please understand that even though we may not be Unibet or Betsson in terms of size it should be obvious to most that we as a relatively large casinos with thousands of players will not change T&C’s or take any other similar action based on one player winning or losing. That may sound arrogant but it is true nevertheless.

"I never trusted these guys they are giving out allot of bonuses, I once tried to play there but first I did some Google research on them and saw that they confiscated some winnings on exact the same way. Maybe the casino rep can give an explanation why they keep doing this on a regular basis..."

Our T&C has not changed at all besides in explanatory terms in order to make them even more straightforward in recent time. Instead of expressing maximum bet in terms of percentage we have now a fixed number in order to avoid all possible misunderstandings. In fact, the only T&C’s that has changed in recent times (this year) are the lowering of the maximum bet for a few selected countries.

We have had one single previous PAB at CM and as you can read for yourself we were cleared when we could explain things and show extensive proof of the situation to the CM representative. It was a question of something a lot more serious than breaching T&C’s and you will have to trust that CM did a proper Due Diligence, as we can’t discuss that in an open forum.

"So how I or anyone else can know if terms are changed or not? Usually online casinos notice you when you are logged in into casino or just write in terms, that they were changed or updated on exact day. This kind of BS they are trying to push IMHO."

When big changes occur, a pop-up is used letting everyone know that the T&C have change. Last time that happened was in September 2013 and all players had to tick a box in the pop- up before being able to play.

As a final point -please do not hesitate to contact our support if you are unsure about the terms of a promotion. The support agents know all the T&C for our campaigns. Again, the T&C’s are straight forward but if you don’t want to read the T&C’s it is a good alternative to ask our support

We hope this has been helpful.

Does this mean I am not allowed to play in your Casino? I am Danish moved from Denmark to UK. I have a Danish Passport of course and Denmark are not allowed to play........

.....Nevermind i can see it is basically used in case of fraud cases etc. :)
 
Last edited:

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Where is the advantage for a player if he bets €8 instead of €4 if I may ask. And what is the reason some Casinos has max 20% of bonus. Some Casinos max €/£3-4-5-6-7-8 etc. And then we have RTG Casinos where some don't even has a max. I am just thinking every spin is random right? So if a player wants to risk and blow his whole bonus in one spin what is problem in this?

Sorry for sounding a dumb ass. I have never really been into using maths and been speculating in gameplay with casinos and so with bonuses as I mainly stick to playing cash. Unless I get a really good offer from likes of 32Red.

It's all about extracting the maximum value from a bonus.

Contrary to popular belief among some, the best method to gain maximum advantage from bonus money is to bet as high as possible. Why? The more bets you make, the more you expose your bankroll to the house edge....so, betting max means less total bets which means your results will gravitate less towards the TRTP.

Of course, there will be plenty of times where you bust out. However, the times you win, you win BIG. Mathematics dictate that you will end up much further ahead overall using the max bet method, as opposed to grinding out a WR. Grinding might produce more actual cashouts, but the overall amount will be lower, as you would have made far more actual bets and your results will be closer to the TRTP I.e. an overall loss.

Casinos have attempted to decrease the value of such methods by having max bets and even max withdrawals.

Rest assured, if playing big bets with a bonus was to the house advantage, there would be no such thing as a max bet rule. Think about it....when is the last time you saw a minimum bet rule for bonuses?
 

PlayHippo

Dormant account
Joined
Jun 7, 2013
Location
Sweden
Where is the advantage for a player if he bets €8 instead of €4 if I may ask. And what is the reason some Casinos has max 20% of bonus. Some Casinos max €/£3-4-5-6-7-8 etc. And then we have RTG Casinos where some don't even has a max. I am just thinking every spin is random right? So if a player wants to risk and blow his whole bonus in one spin what is problem in this?

Sorry for sounding a dumb ass. I have never really been into using maths and been speculating in gameplay with casinos and so with bonuses as I mainly stick to playing cash. Unless I get a really good offer from likes of 32Red.

Does this mean I am not allowed to play in your Casino? I am Danish moved from Denmark to UK. I have a Danish Passport of course and Denmark are not allowed to play........

.....Nevermind i can see it is basically used in case of fraud cases etc. :)

Hi, since still up and awake, but Danes can play, and neither Denmark or UK is on the lower limit wagering requirement. The problem would be if you signed up as Danish/UK but then when we try to verify your account you can only provide a Romanian ID and Address. Said you just moved to Denmark etc and have not received a new proof of address or ID etc...

Regarding the math question I leave it up to the other members here to explain that one, cause not 100% and don't want to spread wrong info.
 

ChillBill

Banned User - Aussiedave in disguise
Joined
Oct 16, 2012
Location
Australia
Sorry, but I am not even going to attempt the read that massive block of text - it would make my eyes bleed! :eek2:

I got to the 3'rd line and thought, screw this my eyes are sore. Why some people can't post paragraphs - it's as simple as hitting the Enter Key.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
It's all about extracting the maximum value from a bonus.

Contrary to popular belief among some, the best method to gain maximum advantage from bonus money is to bet as high as possible. Why? The more bets you make, the more you expose your bankroll to the house edge....so, betting max means less total bets which means your results will gravitate less towards the TRTP.

Of course, there will be plenty of times where you bust out. However, the times you win, you win BIG. Mathematics dictate that you will end up much further ahead overall using the max bet method, as opposed to grinding out a WR. Grinding might produce more actual cashouts, but the overall amount will be lower, as you would have made far more actual bets and your results will be closer to the TRTP I.e. an overall loss.

Casinos have attempted to decrease the value of such methods by having max bets and even max withdrawals.

Rest assured, if playing big bets with a bonus was to the house advantage, there would be no such thing as a max bet rule. Think about it....when is the last time you saw a minimum bet rule for bonuses?

Hi Nifty thank you very much for going in details and giving nice explanation without giving me a hard time. I did actually expect to get a bit grief for my post as might have come a bit daft. But no that was great. PS I have seen a minimum stake in place on a bonus which is €/£0.50 which is really lame thinking most slots roll around now is around 0,30 stake as minimum. I cant remember that Casino name but can promise you not accredited. To finish off will leave out any smileys just for you hehe.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
Hi, since still up and awake, but Danes can play, and neither Denmark or UK is on the lower limit wagering requirement. The problem would be if you signed up as Danish/UK but then when we try to verify your account you can only provide a Romanian ID and Address. Said you just moved to Denmark etc and have not received a new proof of address or ID etc...

Regarding the math question I leave it up to the other members here to explain that one, cause not 100% and don't want to spread wrong info.

Thanks for giving answer on this. Yeah that was reason I changed my actual question and added a bit no probs :thumbsup:
 

incrediblestuff

SearchingForTheHolyGrail!
webmeister
CAG
Joined
Mar 22, 2010
Location
Mostly the Netherlands
Hi Nifty thank you very much for going in details and giving nice explanation without giving me a hard time. I did actually expect to get a bit grief for my post as might have come a bit daft. But no that was great. PS I have seen a minimum stake in place on a bonus which is €/£0.50 which is really lame thinking most slots roll around now is around 0,30 stake as minimum. I cant remember that Casino name but can promise you not accredited. To finish off will leave out any smileys just for you hehe.

That would be the quite new CyberClubCasino which is affiliated with GoldenBoysBet.
 

Slot12

Dormant account
Joined
Mar 5, 2014
Location
32redcity
Hi all - We have tried to put together a comprehensive respond to this thread and we apologize in advance for the rather lengthy reply.

Please understand that we can’t discuss a single player in an open forum but we are always happy to do so with a representative from Casino meister since we trust that the information stays there.

First we would like to comment on the discussion that we seem to offer really high bonuses and that it is “dodgy”. As most of you are aware of many casinos offer more or less the same games and most casinos try to find a USP or a “niche”.

This can be done through for example gamification (read Casumo, Thrills etc) or by offering a wide range of products (Casino, Poker, Sport betting as in Unibet, Betsson) and then as in our case offer high loyalty bonuses and live of low margins and trying to keep overheads to a minimum in order to be able to give most of the margin back to the players. Again, the games are for the most part the same (in our case Netent, Microgaming, Betsoft and NYX) and it is up to every player to decide what he/she wants from a casino.


"ok here is the term, but why say MAY BE VOID? or is it because of the sum won that its deffo void?

Obviously if a player follows our bonus T&C’s there will never be an issue. The T&C’s are exactly what it says. The bonus T&C’s are very straight forward, and the same or very similar bonus T&C’s are used by most casinos.

It happens from time to time that the bonus T&C are broken by players but the game pattern is clearly such that it is not meant to exploit the bonus and we don’t enforce the rule just because we can hence MAY BE VOID. In fact, the absolute majority of T&C breaches are not enforced.

"terms that apply on where a persons passport is issued is something that belongs in the past"

We have had a number of players, mainly from Eastern European countries signing up as residents in Scandinavian countries or UK clearly in order to avoid the T&C. Rather than having to have a discussion about fake proof of address (which happened a lot and take time and effort form the fraud team) we have decided that the passport or national id card a player holds also can be used to decide the allowed betting limit.



"Some of you have highlighted that we are changing T&C because of one player has won money."

Please understand that even though we may not be Unibet or Betsson in terms of size it should be obvious to most that we as a relatively large casinos with thousands of players will not change T&C’s or take any other similar action based on one player winning or losing. That may sound arrogant but it is true nevertheless.

"I never trusted these guys they are giving out allot of bonuses, I once tried to play there but first I did some Google research on them and saw that they confiscated some winnings on exact the same way. Maybe the casino rep can give an explanation why they keep doing this on a regular basis..."

Our T&C has not changed at all besides in explanatory terms in order to make them even more straightforward in recent time. Instead of expressing maximum bet in terms of percentage we have now a fixed number in order to avoid all possible misunderstandings. In fact, the only T&C’s that has changed in recent times (this year) are the lowering of the maximum bet for a few selected countries.

We have had one single previous PAB at CM and as you can read for yourself we were cleared when we could explain things and show extensive proof of the situation to the CM representative. It was a question of something a lot more serious than breaching T&C’s and you will have to trust that CM did a proper Due Diligence, as we can’t discuss that in an open forum.

"So how I or anyone else can know if terms are changed or not? Usually online casinos notice you when you are logged in into casino or just write in terms, that they were changed or updated on exact day. This kind of BS they are trying to push IMHO."

When big changes occur, a pop-up is used letting everyone know that the T&C have change. Last time that happened was in September 2013 and all players had to tick a box in the pop- up before being able to play.

As a final point -please do not hesitate to contact our support if you are unsure about the terms of a promotion. The support agents know all the T&C for our campaigns. Again, the T&C’s are straight forward but if you don’t want to read the T&C’s it is a good alternative to ask our support

We hope this has been helpful.


First of all I want to thank the Playhippo rep for responding at this thread for a while there it looked like we weren't going to hear anything just like the other third party websites, only there is still some questions remaining on my side about your post you are saying some things that are incorrect Some of you have highlighted that we are changing T&C because of one player has won money." There isn't one winning player like you saying in your posting you have allot of people playing at your casino from different countries so you have to be honest that you are not aggrieve one player but whole country groups when the casino voided my winnings there was a change for Germany Netherlands Romania, Italy , Croatia and Canada. As the volume of promotion Playhippo is spreading this wouldn't be just ONE player or one win, allot of wins and as mentioned earlier in this thread the casino cannot lose with this rule if the player loses nobody is taking action especially the casino as they gaining money.What I can see on other third party websites and forums you void over 20-30K only on people that come forward with there complaints half of the casino users not even know they can do something about it with for example a third party website.


Like you write in your reply the T&C not changed recently the OP is saying that you changed 7th January and he played at the 10th of January he said he didn't get notified at all, I have to refer back to my own situation I know you don't discuss personal player issues in a public forum and you don't have to only in my case you hand out a bonuses on 1 September 5 September and 8 September and on the last date you changed the terms and condition without notifying the player this what costs me over 4000 euros as I look to your promotion emails you aren't doing anything to show your T& C that comes with your promotion, you made a copy of your website only the buttons " about, responsible playing, t&c etc." isn't working at all. Just poor communicative for your players. As I remembered AFTER my complaint you did make a pop up that you changed T & C, From what I am reading now seeing in other complaints this was a one time thing why not do it every time when you change such a heavy bonus rule(for some players) as you strike so many customers with it.

I can understand you have to change the T & C sometimes to survive in this messy casino world only think about your players, as you hand out 3000 +1000 euro bonuses and you changed the max bet size to 4 euro that is a big deal for your players what is the point of playing these low betsizes as you can get such a big bonus(with high wagering) as you see winner screenshots also on this forum allot of great wins are with 10+ bet sizes for some people it just isn't fun to play small as you cannot win big either or other gamblers that repeatedly up the ante to win bigger or win there money back.

What I can see from your casino is that it looks quite good you have allot different software fast pay outs good website lay out and has potential to be a big casino competitor for the other big casinos only in the this kind of situations you are misguiding for your players and aren't improving the situation by helping or compensating them, you can look at 32 red how they are handling these situations.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
Not happy at all!!! I received nice email couple days ago with offer. Get 100 Free Spins if make deposit of £30. This needed a code to be used. I made £30 deposit tonight using code, and received a tiny £7,50 with £375 wager requirements which made me go :eek: I will not be playing which so massive wager requirements. I was sure it would be 35x which i would have tried with. But my general opinion is not to bother with small bonuses like that rather play with my cash.

So of course before playing I pressed "Forfeit" bonus. It also came up bonus would be removed from balance. I had also read all terms conditions through which cleary states only bonus and winnings will be removed. BUT my whole balance vanished! So account balance is now ZERO :confused: I am really angry about a mistake like this how that can happen is really strange. Also no Live Chat at PlayHippo so no help there. :mad:

So only option was to email support which I have done. And also sent REP an PM here so expect him to come back to me with explanation. Also asked him to give reply in this thread.
 

GamblerXXXl

Dormant account
PABnoaccred
Joined
May 9, 2012
Location
Amsterdam
I can see this thread is bleeding to death without the casino rep answering some relevant questions from the players, they doing this trick on a structural basis here is a list of complaints I found on Google

-Askgambler 11000 euro

-Askgambler 4000 euro

-Askgambler 3300 euro

-Latestcasinobonuses 12000 euro

-Thepog 4641 euro

This is almost 35000 euro that they gained from players!!!
All complaints have exactly the same issue as the OP.
 

maphesto

Dormant account
Joined
Jun 5, 2009
Location
Sweden
These are the terms about changes at Playhippo:

3. CHANGES TO THE TERMS OF USE
3.1. We may need to change the Terms for a number of reasons, including for commercial reasons, to comply with new laws or regulations or for customer service reasons. The most up-to-date Terms of Use can be accessed here, and the date on which they came into force is noted. Please make sure you are updated on our latest terms and conditions by visiting this page.
3.2.Where we make changes to the Terms of Use which we wish to notify you of, we will do so by email or by placing a notice on the Website, the player must re-confirm acceptance before the changes come into effect and he is able to place bets on our website.

These are the terms at the accredited and Best New Casino 2013, GUTS:

3. CHANGES TO THE TERMS OF USE
3.1. We may need to change the Terms for a number of reasons, including for commercial reasons, to comply with new laws or regulations or for customer service reasons. The most up-to-date Terms of Use can be accessed here, and the date on which they came into force is noted.


3.2. Where we make changes to the Terms of Use which we wish to notify you of, we will do so by email or by placing a notice on the Website, the player must re-confirm acceptance before the changes come into effect and he is able to place bets on our website.

Infact, PlayHippo informs the player with this line:

Please make sure you are updated on our latest terms and conditions by visiting this page.

This tiny little line is the only one that differs from T&C:s at GUTS. Both these casinos are Everymatrix ones btw.

How many regular GUTS players from here are revisiting that page before every new playsession?

I admit, I don't!
 
Last edited:

ThePOGG

Meister Member
webmeister
Joined
Feb 17, 2012
Location
UK
I was the 3rd party that dealt with Slot12's issue.

As I said at the time, it is ultimately the player's responsibility to ensure that they review the terms and conditions of any bonus that they choose to accept. That's unquestioned.

However, where a casino chooses to make no effort to inform players of changes to terms and conditions that are potentially hazardous to them they are never going to come out looking good in any complaint situation. This applies especially to casinos like Play Hippo that have a bonus heavy marketing strategy. Understandably this marketing strategy results in tweaks needing to be made to promotional terms and conditions regularly to ensure that the bonuses remain a profitable promotional activity for the casino, but humans by nature read often read what they're already expecting to see rather than what's actually there. Even if I do re-review the bonus terms every time I take a bonus, there's a very good chance that I'll miss small changes simply because I wasn't expecting to see them and these small changes are having a negative impact on players as evidenced by these issues.

I discussed this issue with Play Hippo at the time, explaining that if this strategy was maintained that further player issues were likely to occur. I was pleased to see that they implemented a pop-up to alert players to this change. I assumed that this strategy would be carried forward to future changes to actually achieve the goal of preventing similar issues coming up again. It's disappointing to see that the original pop-up appears to have been a placating device for the immediate situation rather than a review of policy to improve future services.

That said I would stress that Play Hippo are far from the only casino failing on this front. In fact I'm dealing with another case right now at a Microgaming casino (I'm not going to name them at this point) where a confiscation is based on a term that I can confirm, via the terms and conditions monitor I run, changed on the day that the player signed up. The player has email evidence to support that they were talking to casino support the day before, so could easily have reviewed the terms either the day before or on the day before the change was actioned, yet the casino have used the new term to justify the confiscation of winnings. This case is more muddy because the time frames between changes and play were closer, but ultimately even if the change had occurred a few days before by not having an alert to let players know that the terms were changed on date xx/xx/xxxx, or preferably a specific direction to the changed term, the casino would come out look very harsh.
 

PaaskeDenmark

Always think positive
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Not happy at all!!! I received nice email couple days ago with offer. Get 100 Free Spins if make deposit of £30. This needed a code to be used. I made £30 deposit tonight using code, and received a tiny £7,50 with £375 wager requirements which made me go :eek: I will not be playing which so massive wager requirements. I was sure it would be 35x which i would have tried with. But my general opinion is not to bother with small bonuses like that rather play with my cash.

So of course before playing I pressed "Forfeit" bonus. It also came up bonus would be removed from balance. I had also read all terms conditions through which cleary states only bonus and winnings will be removed. BUT my whole balance vanished! So account balance is now ZERO :confused: I am really angry about a mistake like this how that can happen is really strange. Also no Live Chat at PlayHippo so no help there. :mad:

So only option was to email support which I have done. And also sent REP an PM here so expect him to come back to me with explanation. Also asked him to give reply in this thread.

Just to update on this. Sven came back to me really quick and sorted it all out and apologized for the error. I was credited the £30 into my account and also 100 Free Spins was ready to use as well.

Big thanks to Sven on help here and kudos to Play Hippo :)

:thumbsup:
 
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