The Hippodrome Online Casino - Spelarens vinster är okrediterade på grund av ett tekniskt problem.

Thank you Romi

Complaint for Casino Guru – Missing Bonus Round / Uncredited Winnings

On 1st October 2025, while playing Monopoly Big Baller on Hippodrome Online Casino between approximately 2:00–4:00 PM, I placed a total bet of £12 (£5 on 3 Rolls, £5 on 5 Rolls, and £1 each on two line cards).

The game started normally, and my 3 Rolls bonus hit, clearly showing my £5 wager as the bonus round began. I briefly switched tabs to withdraw £50 from my account, something I’ve done many times before without issue. When I returned moments later, the bonus round had disappeared, and the system showed that I was no longer in the game, even though my bet was confirmed and I had already seen the bonus start.

Based on the round’s progress and multipliers, I estimate the expected win was about 55x my £5 stake, but no winnings were credited to my account. I contacted Hippodrome’s live chat immediately, and they confirmed my game details and said the issue would be escalated to Evolution (the game provider). However, it has now been 28 days, and I have had no proactive communication at all!only responses when I reach out first, and even then, no progress or updates.

I was later told that I "could not have placed the bet," which is completely inaccurate, as my gameplay records confirm it. This was one particular round, but I believe there may have been other affected games around that time, as several players in the live chat also reported similar technical issues.

I kindly request Casino Guru’s assistance in investigating this matter and ensuring that any winnings owed are paid and the cause of this issue is properly explained.

Session ID: 1716193802

Transaction Number: 1191

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you’ve experienced. Please allow me to ask you a few questions to better understand your situation.

• Do you have any evidence of the error that occurred during your gameplay, such as screenshots or videos?
• Can you see the disputed bet recorded in your gaming history, and what is the result of this bet?
• Please forward all evidence related to the uncredited winnings and your communication with the casino’s customer support to veronika.f@casino.guru.

Kindly note that without any supporting evidence, we won’t be able to proceed further with this case, as it would be nearly impossible to confront the casino effectively.

Looking forward to hearing from you, and thank you in advance for your understanding.

Best regards,

Veronika

Dear Jero82097232,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.