On 29 October 2017 I then deposited £300 at Hopa Casino and received a £500 bonus.
With the £800 I managed to have a balance of £3,925 after clearing the wagering requirements. Prior to playing I checked that my play would comply with all the bonus terms. It did.
Upon completing ID verification I attempted to withdraw the funds from Hopa.
On 2 November I received an email confiscating the winnings from Hopa and refunding my £400 deposit. The email stated:
"We would like to inform you that your current pending cashout has been declined. As stated in our bonus policy, Bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements. We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than 5.5 Euro or $0.50 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met Please note that the original deposit is available in your account. "
I note that the terms in force on the day I played and won did not contain the term quoted being "$0.50 per line".
This term appears to have been added into the terms on 30 October 2017 as per the date on the revised terms.
I also note that the casino seems to be breaking their own general terms and conditions being:
At no point was I informed of or accepted the change in terms and conditions.
I would expect a reputable casino to adhere to the terms and conditions in force on the day of play. This backdated change of terms and conditions seems to be nothing more than an attempt not to pay.
I replied to Hopa by email on 2 November 2017 pointing out the breach of the casino’s terms by the casino.
I have received no reply, which is odd given their websites states:
“committed to "CARE" - Customers Are Really Everything. We have implemented a professional customer support team ready to assist you 7 days a week “
I also note that the group of casinos of which Hopa is a member of has resolved a similar complaint in favour of the customer recently.
I would like this complaint resolving by Hopa paying my winnings of £3,925.