Beschwerde #31 Hopa Casino

Making Account Verification & Withdrawal Mission Impossible

Von pooley1997

vor 5 Jahren

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!

Unseriöses Casino Hopa Casino

Grund Verzögerte Auszahlung

Betrag £20000

Diskussion

pooley1997

vor 5 Jahren

I know how to deal with my complaint but you specifically told me on here that you log all calls to my mobile. I have now requested a copy of this because I now have a record from my network provider of all calls to my mobile and I would don’t notice any usual numbers calling me on here so I want to see your proof that you have tried calling me because you know dam well you haven’t!

I will await this over email. Meantime the latest documents you have requested will be with you shortly

Hopa Casino

• Representative

vor 5 Jahren

Dear Pooley1997,

Thank you for your message

Due to the specific nature of your queries, we are unable to give you the answers you require within this forum. The information you require is specific to you and your account and for security and privacy reasons we are unable to discuss this here.

Your case is with our Case Manager and you have and are being updated via email, this would always be on the email used to register with our site.

Please see below our complaints procedure;

YOUR COMPLAINTS

10.1

If you have a complaint, you can contact us at Contact Us We will seek to resolve a reported matter promptly. Complaints will be escalated internally according to the urgency and nature of the complaint, and once a solution has been identified it will be made known to you as soon as reasonably possible.

10.2.

If your complaint relates to the outcome of a gambling transaction and for some reason you are not satisfied with the resolution of your complaint by us within 8 weeks of us having received your complaint and where you have cooperated with us in relation to the complaints process in a timely manner, you may refer the dispute free of charge to the Independent Betting Adjudication Service (IBAS) Where you refer your claim to IBAS you should do so promptly. More information regarding IBAS's dispute resolution services can be found at: ibas-uk . For an adjudication form please send an email to: ibas-uk.com/consumers/claim-wizard/

10.3.

Our complaints procedure does not stop you from filing a claim with the courts in accordance with Section ‎17 or from filing a complaint via the European Commission's Online Dispute Resolution Platform available at: europa.eu/consumers/odr

10.4.

The complaints procedure will not affect any rights which you may have under applicable law.

Kind regards,

Team Hopa.

pooley1997

vor 5 Jahren

Funny enough I’m still waiting for this log that shows them calling my mobile! :)

AskGamblers

• Support Team

vor 5 Jahren

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.

Thanks in advance for your cooperation.

Hopa Casino Beschwerde-Statistik

Gelöst 20 / 26

Durchschn. Betrag $3,487

Durchschn. Dauer 7 Tage

Durchschn. Antwortzeit 2 Tage

Hopa Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Auszahlung bei Hopa im dauerhaften Pending Status

Guten Abend,

vor ein paar Tagen hatte ich bereits eine Beschwerde eingereicht, die jedoch abgelehnt wurde. Ich vermute, dass ich zu wenig Dateien angefügt habe. Kurz nochmal folgendes Problem: am 17.05.22 habe ich, nachdem ich zuletzt 20 Euro per Banktransfer eingezahlt habe, 300 Euro gewonnen und habe eine Auszahlung beantragt. ( ich hatte schon mehrere Auszahlungen bei Hopa in der Vergangenheit) Ich habe alle nötigen Dokumente hochgeladen, auch die Kreditkarte. Ich hatte anfangs zuerst irrtümlich Fotos meiner Bankkarte gesendet, das aber korrigiert. Trotzdem ist meine Auszahlung immer noch im Pending Status und der Support antwortet auch nicht mehr. Habe Screenshots meiner letzten Nachricht erstellt, da ich sonst nicht auf die Nachricht zugreifen kann, solange der Support mir nicht antwortet. Ich sende den kompletten Verlauf in Form von Screenshots.

Ich hoffe, Sie können mir weiterhelfen. Ich bedanke mich im voraus. MfG, C. H.

Ungelöst

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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

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£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

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£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.

Ungelöst

£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 >

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£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

Ungelöst

£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!

Gelöst

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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.

Gelöst

£5,200

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.

Abgelehnt

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Delayed payment and withdrawal

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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.

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