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Hopa Casino - Failure to pay winnings due to terms inserted after I played

REJECTED
Complaint Info
Disputed casino Hopa Casino
Reason Declined payment
Amount £ 3925
Inactive user
Posted on November 10, 2017

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:

“14.1 We reserve the right to amend and make any changes to this Agreement and/or to the Privacy Policy, Responsible Gaming, Bonus Policy, and/or to the Cash Out Policy , or any parts thereof, at our sole discretion. You will be notified of such amendments, which will come into effect once you approve the changes.”

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 “

Obviously not.

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.

Inactive user
Posted on November 13, 2017

Given this was published at the weekend, I am replying to give Hopa additional time to respond.

AskGamblers
Posted on November 16, 2017

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf Hopa Casino management that player committed potential fraudulent activity and violated their Terms&Conditions quoted below: 


6.1.8 You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties' participation in any of the Games.
6.2 If any suspicious, improper, fraudulent, or unlawful activities are attempted and/or performed through the use of The Company Services We will be entitled to terminate and/or block your Player Account and seize all funds available through that account. We also reserve the right to disclose any and all details of your Player Account to the relevant authorities.

 
 AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this complaint and moreover, to ban the player from using our services in the future.
 

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