Hopa Casino - Making Account Verification & Withdrawal Mission Impossible

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Hopa Casino

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Veröffentlicht am 2. Januar 2021

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!

Veröffentlicht am 4. Januar 2021

Thank you for alerting us to this matter. We would like to look further into it. Please send your customer ID in an email to this address; [email protected] - and we will investigate further.

We endeavour to provide an update on this Case in 72hrs. In the meantime - please progress any document requests you may have as these are an important part of our regulatory & legal requirements.

Team Hopa

Veröffentlicht am 4. Januar 2021

Username sent.
I forgot to mention in the above.. I have also asked on several occasions that you copy in my solicitors email address and you have out right ignored this request every time. So any reply to emails back and forth should also include the email address CC’d into emails!

Veröffentlicht am 6. Januar 2021

Hi Pooley1997,

Your case is currently with our Responsible Gambling Team. By law we are unable to bypass processes under the terms of our license. So bear with us as this may take some time. Also - if need be - please help expedite these processes by processing any further requests / current requests for information - on all aspects pertaining to the case as soon as possible.

Kind regards,

Team Karamba.

Veröffentlicht am 6. Januar 2021

You’ve been telling me this same thing every time I contact you how is it taking you nearly 2 months to even have this sorted!?
You’ve also missed my other point on including the said email address on all email correspondence so can you assure me this will happen now please!

AskGamblers
Veröffentlicht am 9. Januar 2021

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.

Veröffentlicht am 12. Januar 2021

Again nearly another week has passed and still no further forward!

Veröffentlicht am 15. Januar 2021

Your case is still being reviewed by our Responsible Gambling Team. This process is definitely underway and there will be an outcome in due course. Please ensure all documentation sent for review is up to date. We can do nothing to expedite until all checks and all documentation is proven satisfactory.

Thank you for your patience.

Kind regards,

Team Hopa.

Veröffentlicht am 15. Januar 2021

Hi Pooley1997,

Please attend to the instructions sent in the email (attached copy for your ref. here). These are an important factor in clearing your case. Should you wish any further help or wish to discuss in detail the items requested, or any sent recently - please email customer care.

Kind regards,

Team Hopa

Veröffentlicht am 15. Januar 2021

Hi,

You have been sent every single thing you have requested up to date so before attaching that maybe you should look at the last piece of correspondence from myself..... You request a document yet you will still find something else to require and it’s an ever going circle. Yes you have legal obligations to fulfil which I totally understand because I work in a law firm myself but this should have been done in a matter of weeks not 2 months! - like it has now been!

Veröffentlicht am 15. Januar 2021

And again you have missed responding to my comment on cc’ing my work email address. Can you answer this please and stop ignoring it!

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