I'VE FORGOTTEN MY USERNAME/PASSWORD. WHAT DO I DO?
If you have forgotten your username or password, click the Forgotten Password/Username link on this page.
You'll then need to enter the username or email address registered to your Hippodrome Online account so we can email you with instructions on how to access your account.
CAN I WITHDRAW MY WINNINGS RIGHT AWAY?
If your winnings were earned using a bonus, you may need to meet certain wagering requirements before you can withdraw them. You can find out the exact wagering requirements on the relevant Terms and Conditions page.
We need to know who you are in order to protect both our customers and the integrity of our service. Before you can withdraw any winnings, we'll confirm your age and identity using a Know Your Customer (KYC) check. If we are unable to verify your details, we may also ask you for additional documents to confirm your identity.
HOW LONG DOES IT TAKE TO WITHDRAW MY WINNINGS?
When you've requested a withdrawal, we'll move your funds into a short pending period (24-48 hours) before being processed by our Payments team.
We'll then process your funds and deliver them to you by the same method you used to make a deposit. If there is a restriction or limit that means we cannot use this same method, we will send your funds using your Preferred Method of Payment (PMOP). You will be contacted via email to confirm the status of your withdrawal.
Once the money has been paid to your account, it may still take a short time to clear, depending on the payment method:
- - Webwallet – 2-24 hours
- - Credit/debit card – 1-5 business days
- - Bank account – 1-5 business days
ARE THERE ANY WAGERING REQUIREMENTS ON BONUSES/FREE BETS/FREE SPINS?
All match bonuses and free spins require you to play through your winnings before you are able to withdraw them. You can find out the exact wagering requirements on the relevant Terms and Conditions page.
There are no wagering requirements on Free Bets, although the initial stake is not included in your winnings.
For more information on our Casino Welcome Bonus, you can read the Terms and Conditions here.
WHY DO I NEED TO VERIFY MY ACCOUNT?
We need to know who you are. And in some instances that requires us to request your documents to check you are old enough to play and to make sure that you are who you say you are. This is a process called Know Your Customer (KYC). It's just one of the steps we take to make sure betting and playing at Hippodrome Online Casino is always fun and safe and to protect the integrity of our service.
WHY CAN'T I USE A CREDIT CARD?
The UK Gambling Commission has recently announced a ban on the use of Credit Cards for online gambling, which will be implemented in April.
You won’t be able to deposit using Credit Cards on Hippodrome Casino as of the 31st of March 2020 – this new regulation stresses the importance of responsible gambling, and so we encourage our customers to choose a safer, more manageable payment method such as Debit Cards instead.