Hello Casino Support and Complaints Thread

Hello Players!

We would like to welcome everybody for a good time in our casino! When we launched the casino in December 2014 it was with the idea to become one of the most user friendly casino's. We noticed for a while that nowadays things are becoming (over) complicated, bonus terms & conditions that are almost impossible to understand and we want to make things simple again, back to basics.
We hope we did a good job, but we are always open to suggestions and improvements!

HelloCasino

Welcome to our wonderful forum!

Welcome to the forum! 

Thanks all, we feel welcome already!

HI - Warm welcome to the Forum. 
I decided to post my question to you here rather than on the review area for the casino.
1  )I am requesting the name of the forwarding bank for my wire transfer as I haven't received it yet even though it was approved for transfer on Jan 30th and re-sent last week.
2) There is some discrepancy with your (casino rep here on LCB) version of what is needed on the wire transfer form, and the cashier dept's. I sent an e-mail a couple of hours ago and am hoping for an early reply so that I can phone my bank and locate the transfer. I had hoped to make Hello Casino my casino and am anxious to iron out the bugs. I will still need to understand what you mean by 'account number', as there is the three parts of an account number that is required for transfer to a Canadian bank account, and that STILL hasn't been spelled out to me, though I am more than happy to provide it, of course. Thanks for your early attention to my questions. 
....Hope you're having fun - it looks like people agree that you ARE very friendly and I hope that really works for you.  LP

Hi Leanna,

We are checking everything for you, our support has already send you a copy of the payment order. Unfortunately making banktransfers to outside the EU through bank wires is not the smoothest process. We are checking the originating bank details so hopefully we can sent you these later on.
We recently added VISA / Skrill / Moneybookers as withdrawal methods, especially for our players outside the EU these will work better and faster!

Best regards,

Yes, thanks - I have indicated multiple times that I intend to play at your casino. I had a Skrill but unfortunately Yahoo won't restore my old e-mail address, so that option is gone. VISA makes a re-loadable VISA (I have a Mastercard) - that is a retail-purchased VISA card. Would that work? My other question is as to the format of the numbers on the 'account' line of the Wire Transfer form. I will wait for an e-mail regarding the originating bank info for my bank to locate the transfer. Thanks, LP

Hi - sorry to bother you. You had said that you would cover most, or all,  of the wire transfer fees. The $60 USD wire transfer came to my bank as $27 CAD - approximately $21 USD. That's $39 USD in wire transfer fees. Is there any way this can be corrected? That means that to withdraw $20 I'd have to win at least $60 and that's quite a bit higher. Thanks.  LP

Oh - one more thing - the wire transfer fees were all at the sending end. My bank didin't charge me any 'incoming wire transfer' fee, after all (I thought it might be $17.50) because it wasn't a transfer over $100.00.  Thanks.

Wait - YOUR COMPLETELY AWESOME customer service just gave me a huge bonus. Thanks VERY VERY much!  I am beyond massively impressed.  Cheers!!!!

Hi Leanne,

I think we made an error and the bank costs were not covered by the initiator (us), we will take all bank costs  for our account. We will rectify the situation as soon as possible!

Best regards,
Daniel

Thanks very much. I thought I would suggest that HelloCasino would be an excellent place to have a chip with the LCBStore ...that would be fun.  LP

hello hello or should a say hi hello registered with yourselves a couple a days ago guys an also registered a credit card as asked signed up from the Link here and the 50 free spins on twin spin no deposit, was wondering when a get this

hi, hello casino i would like to say i joined this week and you live help was onto me within a second of me making my first deposit,  i was told my bonus was on and given the choice of pc or mobile spins, it was nice top see that support were readily available for new customers and given a choice , unfortunately i didnt win to test out your withdrawal times but i was imprssed with the speed of support so far maybe you can give us an idea of cashout times so we have an idea?

I made a deposit of 50 €, received a deposit bonus of 100 €, 150 € was likely to wager 25 *, failed to win.
The next day I sent an email to my email, letter from hellocasino. They gave me 15  € cashback , wager * 25. It's nice. I won 550 €!
  The Casino is good opinion,
Long check documents, a representative at this forum can help?

Hi AbuRustam,

We looked into this and the documents are approved. You can make your withdrawal now.

Regards,
Willem

I asked to give me
"Time Out Period" to withdraw money.
But you have enabled me to account withdrawal, to delay the payment. I lost everything.
How do you unlock my account to withdraw money, I asked him not to release it to withdraw money?

Hi AbuRustam,

I'm sorry to hear that you are unsatisfied with how things were handled. I will take this up with support first thing tomorrow morning, because I can't get in touch with the person who is in charge of these kind of disputes at this hour of day.

Will have a definite answer/solution for you tomorrow.

Thanks,
Willem

Hi Hello Casino
There was an operator in online a chat by the name of Gustavo.
I asked to block an account till that time won't remove money yet. It blocked, but then other operator unblocked though money wasn't removed yet.

I had a nervous breakdown because of long verification of documents, and long withdrawal of money. If the account wasn't unblocked as I asked that everything would be good.

If the player asks to block an account to withdrawal of money I think and it is necessary to do.

I have bad English, you understood my problem correctly?

Hi AbuRustam,

We will pay out the full amount that was in your account at the time you requested to block your account until withdrawal is processed.

This time your account will stay blocked until the payment is processed.

Apologies for the inconvenience.

Kind regards,
Willem

Hellocasino.com

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Unfortunately Hello Casino is not available for Portuguese players if it is possible to update information :)

Hello CrisScp1989,

Thanks for letting us know. We're going to check this and update the restricted countries list for this casino accordingly.

First of all I want to make it clear that my message is not a complaint but a criticism.
I have always liked WhiteHatGaming casinos and have accounts with most of the casinos in this group. I was loyal to these casinos and made a lot of deposits even though the payment deadline was not fast. at some casinos in this group I have never won, I continue to make deposits to win and wish to recover only my deposits.
At the beginning of the week I wanted to connect to my accounts but I was surprised that this group of casinos no longer accepts players from my country without warning me with an email. it's not a good way to behave well with a loyal player.

It appears that you are located in Morocco and due to Gambling Regulations we do not accept gambling from your country.

If you think you are receiving this in error please email [email protected]

Hello maiwen63,

Thanks for the feedback! We'll check this with the Casino Representative and update the restricted countries list accordingly.