Hopa Casino - Delayed £100

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Hopa Casino

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Veröffentlicht am 20. Juli 2023

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

AskGamblers
Veröffentlicht am 24. Juli 2023

Dear Hopa Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers
Veröffentlicht am 26. Juli 2023

Dear all,

This complaint has been reopened as per Hopa Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Veröffentlicht am 27. Juli 2023

Having investigated this case internally we apologise for the delay but explain the process in this particular case here:
On Satuday 15th the Cashout was requested.
It was reviewed by the Payments and Risk departments on Mon 17th (on weekends there are only 4 agents working, therefore backlogs are handled on Mondays).
While reviewing it was noticed that a very large deposit was requested and got declined. When this happens, we need to escalate to the risk team to investigate further and ensure all is ok with the account.
Due to the large deposit amount which was declined, the risk investigation took a bit longer than normal to validate.
Once the risk assessment was finished and proved there was no fraudulent activity involved, the withdrawal was immediately actioned on 24 July.

AskGamblers
Veröffentlicht am 27. Juli 2023

Dear @Natanasoaiei,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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