Complaint #12 Hopa Casino

Delayed payment, no costumer support

By Alessandro G.

9 years ago

Good Afternoon,

on 03 05 2017 I did A cashout of 750 Pounds from HOPA CASINO, no confirmation email, trying to contact livechat but a robot its answering and keeping telling me silly things.
They say they need 48 hours maximum to process a cashout in the policy, but im waiting since almost 70 hours, NOTHING
I've send an email to [email protected], but no answering
i've try to call them since this morning at the customer support,but nothing, nobody is answering at the phone.
Please let me know something

Disputed Casino Hopa Casino

Reason Delayed payment

Amount £750

Discussion

AskGamblers

• Support Team

9 years ago

Dear @Agatto92,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly. Thank you for your cooperation.

Hopa Casino

• Representative

9 years ago

Hey,

Thanks for your message

On my previous correspondences here on the forum, I have mentionned that we are still missing some documents from you.

I have insisted on having a team leader calling you to assist you with everything, since we are still missing documents, but you declined it.

As also Louise mentionned you in chat, we have emailed you at several occasions in regards to the different documents we need. Please refer to all those emails.

You are also invited to contact us via chat, phone or email

We are sorry that the account verification process may bother you but this is a regulatory requirement we can t pass on.

Best Regards

Agatto92

• United Kingdom

9 years ago

Seems like after 90 hours my cashout its still pending, because they still have to verify??
the policy says clearly that it takes 48 hours.
you told me that the financial team its not working on monday. I have sent the request on wednesday the third at 1 a.m.
you had the whole wednesday, the whole thursday and the whole friday to do that.
you are keeping asking me for documents, but your website its not working. i'm sending 10 thousand email at your [email protected] and [email protected] but NO ANSWER from them about my documents.
I'm writing straight to ukdocs@aspireglobal.com ASPIRE GLOBAL directly, to complain about all of this, if it's not going throug as the policy and my rights say, i'm bringing this to court!

Agatto92

• United Kingdom

9 years ago

You can see it fro the email before!
I will attache it again

Thank you

Hopa Casino Complaint Stats

Resolved 20 / 25

Avg. Amount $3,456

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Hopa Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 17 out of 22 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Hopa Casino Complaints

See all complaints for this casino

Didn't receive my withdrawal from March 11th

I requested a withdrawal of £150 on 11 March 2026.

I was informed by the casino that the funds would appear in my account within 7 to 10 days. However, this timeframe has now passed, and I have still not received my money.

As of today, it has been significantly longer than the promised 7–10 days, yet my withdrawal remains unpaid. I have completed all required verification checks and fully complied with the casino’s terms and conditions.

Despite my efforts to resolve this, I have not received any clear or satisfactory explanation for the delay. This is unacceptable, as I relied on the timeframe provided by the casino.

Kind regards

Resolved

£150

Delayed £100

I made a withdrawal of £100 on 15.07.2023 and I have not yet received money in my personal account, the transaction number is 559232595. I want you to make the payment. I contacted Hopa.com this week and to all 5 e-mails sent I received an automatic reply to be patient, more than 48 hours have passed and my transaction is still pending. This is not admissible. Thank you

Resolved

£100

Pending withdrawal over 13 days

Hopa have stated my withdrawal is pending for over 13 days.

I have submitted all the documents and have been told that they have been approved by live chat. They state that the relevant department are dealing with it and it has been escalated however they have told me this everyday.

They have no reason to still have my withdrawal as pending.

Unresolved

£219

Delaying my payments since 28th of April

Stay away from Hopa casino, it’s scam.

I deposit £1550 and worn £1630. Send all documents provided and I spoke with the support when I have to receive the payment. She said between 0 - 6 days.

It is 7 days already and my bank account empty 😢. I have proved 3 pictures with the payment.

Thank you < full name removed >

Resolved

£1,630

Stuck money of £1,104

Hi
It’s my 1st time with Hopa casino and very very disappointed 1st they charge on deposit and Luckily I won and apply for withdrawal £1104 , they asked much documentation very hardly they approved it was long time after they said in 5 working days u will recieve ur money today it’s last day still not recieved yet when I contact support Hopa by email they said as usual it’s technically issue and my money stuck same telling other people which I read on complaints )
It’s look like they don’t wanna pay money so am asking u again when u going to pay my my money

Unresolved

£1,104

Closed my account instead of releasing my withdrawal

I have 2 pending withdrawals with Hopa. Amounting to approximately £430.They state that refunds take upto 2 days..I had done quite a few withdrawals prior to these

As I had not recieved these within the stated time period, I contacted Hopa on chat, Because I mentioned to the lady assistant that “I needed the money”, I was more or less “interrogated “as she was trying to ascertain if I had a gambling problem.

After the live chat, I recieved an email that my account limit to be decreased to £500 per month, then within a few moments , my account was closed ???

This meant that I can no longer use live chat and my only means is via email..

I have contacted HOPA since on untold number of occasions.

Firstly , an email filled stating that due to a high number of winners, pending withdrawals will take a little longer!

I find this unbelievable.. !

Despite , numerous email contacts to Hopa, I am literally “begging”them to release My money... I keep on getting the same reply that “my account is under review”??

I mean what’s going on , verification was done some time ago..how can they hold onto my money... and it’s not even winnings. I find this casino operators conduct beyond comprehension.

I do really now require this money.. I have bills to pay and I don’t see any reason why this casino is behaving in such a manner!

Resolved

£430

Delay Tactics familiar story

I opened an account with Hopa and deposited £300, I went on to win £1000. I asked for a cash out and sent all required ID. I then won another £4000. I waited 4 days and my payments were still pending. I contacted live chat and they got the £4000 approved but the £1000 is still in process. Once the payments were approved the live chat guy was quick to inform me that they were experiencing technical issues with payments. Very dubious. They are happy to take your money without verification, they make the verification process drawn out when you want to withdraw and they seem unwilling to release funds. They also charge you for deposits and withdrawals.

Resolved

£5,200

Making Account Verification & Withdrawal Mission Impossible

Avoid this online company completely!! On the 18/11/2020 I withdrew £20,000 from my hopa casino account. On the 19/11/2020 I then receive and email asking to verify my account and sent the required documents over to them (which I did the same day) later the same day I then received an email to say my account was now verified.

The very next day I then had another email to say they now also wanted to see my last pay slip so again I then sent them this (same day) on the 23/11/2020 I then received an email to say it is processing and they will be able to cash out on the 24/11/2020.. guess what still nothing was heard come the 30/11/2020 so I chased them up again! On the 7/12/2020 I finally get a reply to say even my pay slip was not enough and they then wanted my bank statement showing deposits going out of my account there casino so that day I sent them my PayPal statements because this is where my deposits to them come from. Another 3 days passed and they finally email again to say even this was not enough and they wanted my bank statements for the whole of November. So without delay I then sent these over to them (I’m now beginning to think are they taking the piss out of me or what!) I then think right that’s everything my money will be with me shortly but no.. I then receive another email on Boxing Day saying my bank statements do not show the deposits to them (which I told them they wouldn’t because they are all on my PayPal statement which they were given weeks ago) and I was asked to send them my PayPal statements (which I did weeks ago) after an email telling me my account was verified and every single document they have requested being sent to them I am still to this day awaiting my funds! I have now been waiting 1 month and 2 weeks exactly.

The great level of stress this has caused me is really unexplainable.

Please please please do not use this site or any of its sister sites such as mr play!

Unresolved

£20,000

Delayed payments

Signed up to hopa and deposited £100. Then 6 working days ago (ten days in total) I withdrew £850 and £1000. The two withdrawals are in pending cash outs still. (Even though it’s a 48 hour process, apparently !) I have spoke to chat 10 plus times and you get the same garbage. “The withdrawal is going through checks”. I’ve sent all my Kyc and it’s been accepted , what possible checks can there be that take ten normal days ? There are betting firms who are processing withdrawals in 1 hour and will have it in your account in that same hour too! Service has been so disappointing with no clarity , but worst of al in 2020 the delays of the timescales promised is just a huge put off.

Rejected

£1,850

Delayed payment and withdrawal

i have submitted 2 withdrawals for a total of 1805 pound on 23 august and still nothing. I have sent all docs required and never got any feedback on my documents.

I have visited the chat multiple times and answers are totally variable, I got agents telling me that everything has been approved and that withdrawal will be executed very soon and I have agents telling me that my account is still under review.

Resolved

£1,805