Hopa Casino - Payment still pending after 10 days

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Elliott1810 Vereinigtes Königreich
Veröffentlicht am 13. Mai 2020

After repeated conversations with support staff, initiated by me, I have had to resubmit several verification documents multiple times for various fictitious reasons. After resolving all of these issues, I recieved an email on 7th May stating that all documents had been approved and the cashout was okay to proceed.

On 11th May I again contacted support and asked why the status of my cashout had not yet changed after the 48 hour waiting period had ended. I was told again that all documents had been approved and the cashout was on it's way in 1-2 days. After another almost 48 hours I contacted support to, yet again, ask why the status had not changed. The response was that they required proof of ID and proof of address, two documents of which I had submitted and had approved 10 days ago.

I was then cut off by support when I finally got back through was told that I had submitted everything and just needed to wait until accounting proccessed the cashout. I have been told this too many times now to believe it so I have no other choice but to persue other methods of resolution. The support staff are constantly contradicting each other, some saying all documents have proccessed and theres nothing more I need to do and some saying that I need to submit documents that I have already submitted and have been approved.

AskGamblers
Veröffentlicht am 13. Mai 2020

Dear @Elliott1810,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Elliott1810 Vereinigtes Königreich
Veröffentlicht am 13. Mai 2020

Total amount outstanding is £20,000

Elliott1810 Vereinigtes Königreich
Veröffentlicht am 13. Mai 2020

Payment has now been recieved.

Veröffentlicht am 13. Mai 2020

Hi - If payment has been received and our customer is happy he can withdrawal, then please let us close this matter as resolved.

Kind regards,

Hopa

AskGamblers
Veröffentlicht am 13. Mai 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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