CasinoPop

CasinoPop - Missing deposit payment

kr11400

Tuesday 16th Oct 18 I made a £15 deposit via trusty which did not credit the account but still taken from my account. I contacted the casino via chat then email. Who insisted it was with my bank. I then sent bank statement showing it had been taken then was told to wait as it would come back. Instead I went to trustly who confirmed casinopop had the money an gave the reference payment number which I forwarded to casinopop. Who then requested a bank statement which was given then I'd was requested an given 3 days later I'm still waiting for a manual withdrawal. I might add I
closed the account due to the don't care less attitude and lack of update to the payment

CasinoPop - Locking my funds and deleting my account without consent

£15

Hi Askgamblers and Casino Pop, Please do not mention any email, name, address information in this complaint section due to privacy. This complaint is regarding my current situation with Casino Pop. I have a current balance of 3120GBP with Casino Pop, which I tried to withdraw for the past 3 days. I was told they are having "issues" with their ewallet account. They said to wait until they figured out the issue and my withdrawal would be processed within 12-24 hours. Today, I tried logging in to play a few games and found I was deleted from their site, when inquired over chat. I cannot mention the name of the chat rep because it seemed like he was constructing certain terms up as our chat proceeded; this matter can be discussed with the casino due to the privacy of the chat rep. I would have greatly appreciated if they had not made an excuse of having issues with their payment provider, and an email from the financial department would have been pleasant instead of delaying the issue. Support mentioned : My account was registered in pounds sterling and it was not allowed for my country. In order to send my withdrawal they require a bank statement to send the funds to my bank account and then make a new account with the correct currency. A few points I would like mention in detail. 1. I had no idea regarding this, it would have been suitable on behalf of the casino if they had let the players know regarding this change in advance and before players proceeded to make a deposit. 2. Your terms and conditions were last updated 11th May 2018 , my account was created last year in 2017, I can't find the exact date because I am unable to see my transactions history at the casino. I can say I have not breached any of your terms and condition regarding this currency issue. 3. My account was verified and my withdrawal was sent to me in the currency my account was registered in. I have made multiple deposits, and withdrawn a few times in the same currency. I can't remember if they were before or after your terms were updated. Please enable my account and/or send my current winnings back to my original payment method. After this has been cleared I have no issue making a new account with the right currency. If there is a Casino rep, they may contact me regarding this matter or update here. If the casino would like to solve this matter in a proper and timely manner I would greatly appreciate it. Thanks for your time.

CasinoPop - Failed closing account despite numerous requests

£3120

Good afternoon, Recently I joined this wonderful casino. I had a decent time, but I knew while I was playing it wouldn't end well with me. I am quite unstoppable when I am gambling and I know that is not a good thing. In the back of my mind I thought I would keep it at a maximum of a 100 euro deposit. Unfortunately, after I sent the email I didn't receive any reply so I had no clue what to do. And before I knew it, I started depositing more and more. And lost all of it while playing Blackjack. After my 3rd and 4th deposit I realized that putting a limit on my account was the best I could do to prevent myself from gambling. Livechat worked once in a while for me just like today. Attached files show: - First email stating I would like my account to be closed - explaining my issue - Second email shows the follow-up I made today after losing more money - 3rd image shows the limit I put on my account to prevent myself from more, since nobody closed my account.

€200

Complaint Statistics

Resolved 4

Avg. Amount $ 1,420

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Review this casino

Share your thoughts with other players

Player rating

6.8/10 ● 40 reviews

Top reviews from our players

2gud2gamble

8/10

great selection of slots games
payouts were processed very fast

I'm not sure why the verification is taking a long time though.

Hey there 2Gud2Gamble, Very happy to hear that you like the site and the selection of the games! Depending on your country we have right above 1,300 games available and rising. We are one of those unique brands that loves feedback and are never satisfied, we want to be the fastest in withdrawals as well and your comment is a way for us to know we are on the right path! Regarding the verification time we always strive to make it happen within 24 hours which is our standard. However during christmas times it may take a bit longer due to staff on holiday. We wish you a Poppin' Xmas and look forward to seeing you on our site further on. Yours, Nick

CasinoPop 7 years ago

hype90

10/10

Simply fantastic, been playing a lot on different slot but stuck on the Pop! Great slot selection, fast payouts and very secure site if you ask me! Have a lot of fun at CasinoPop and will keep on playing there. The Loyalty program is quite cool and gives some back wagerfree. Recommended to try out!

So far I don’t have anything negative to say. But will keep you posted if I stumble upon something.

Hey Hype90, We are very happy that you liked our Casino! We try to differentiate ourselves as much as possible and this is just one of the many reviews that helps us doing so. Thank you for the kind words. We work daily with our wager free loyalty program and will continue to do so for our loyal players. If you ever need help, our support is always happy to help via livechat or email Have a wonderful week, Hype90! Yours, Nick

CasinoPop 7 years ago

JLyndon

7/10

The verification took a long time but so what. This is one of those casinos that do most things well. Forget the bonus because online casino bonuses are all bad. Just come and play and you will get good games and freespins which are better than any bonus.

Thanks for the honest and kind words! We work hard to keep the site up to date with new games: right now we actually have more than 20+ game providers available and 1000 games (depending on your country). Glad you enjoy them. Have a wonderful day, JLyndon!

CasinoPop 7 years ago

fb_10154084527944325

8/10

Good selection of games here. Nice layout, navigation is very easy. Deposit was on my account right away.

60 x is very high. I did not take the welcome bonus because of this. Need to be lower as I just deposit my own money and played slots.

Thanks for the kind words David! I'm glad you like the straightforward casino experience. We want to keep it fast and optimized so that we can show all the wonderful inventory of slots we have available. Regarding the bonus, it's a balancing act to keep everyone happy and that is an art form in itself. We are always open for feedback, so - thank you. Good luck and have a wonderful day!

CasinoPop 7 years ago

zayarphyo

10/10

Wow casinopop again! it was long time a go I joined and played in casinopop, but the last few days I played and enjoyed a lot there with a lot of amazing new slots which casinopop has now aday. Suddenly I hit it amazing win in Bonanza slot! I cant even believe it my eyes when I hit that. This is the reason why I went back and played in casinopop which always give me luck and excitement every time I played there! but this time I need to wait my verification bec of amazing win with Bonanza!

Casinopop has level up freespin. So the players can enjoy those freespin when it reach new level up even though the player lose the money but still enjoy with level up freespin. Brilliant casinopop! I recommend other players can join and have fun in casinopop! Now just will waiting for my amazing first time winning in casinopop!

Nothing have to say dislike until now I couldn't even find anything! In this moment casinopop has proved a lot already yet a lot of slot game selection which I didnt see it since I began to play there.

Thank you for the wonderful review Zayarphyo! We are happy to hear that you like our site, we are working hard to improve the experience every day and your feedback is very important to us. I'm super happy to hear you won and that it made your day! Don't hesitate to contact us if you want to share more wonderful stories with us, or any other feedback for that matter. Good luck! Kind regards Nick, CasinoPop

CasinoPop 7 years ago

Dudski

1/10

Good selection of games. That's it basically. Nothing else positive to say about this site.

Site is slow and full of bugs and it keeps logging you out.The verification process is horrible, on the mobile version it says it would take 1-3 hours but that information is not correct since said its 24-48. So they are not even updating the site it seems. When they reject a document, you wont even be informed whats wrong with it. You have to guess if you don't contact support which is not very good at this site and keep giving you different information depending on which agent you talk too. Definitely not a site for serious gamblers.

Hi Dudski, Sorry to hear about your issues. I know we had a rough patch performance-wise during a small time period in March. Not something we are proud of, but we are owning it. We have also found that a small percentage of our players for some reason are having longer load times than the vast majority. We have not been able to get a hold of a player that has this issue repeatedly so it has been a problem for us to do troubleshooting. Our best guess is that it is an incompatibility between the players ISP and our environment somehow. We understand that you are not tempted to help figure this out, but if you find that we might be worthy of a second try we would love to troubleshoot with you (if the problem still exists). If so, just let our Live Chat know that Roy sent you, and leave your email or Skype with them and they will send that to me. When it comes to the information regarding withdrawal times, the only place I can find where we are mentioning 1-3 hours is at the same place as we mention that it is only valid for when you have all your documents already approved. Getting documents approved are often a sub-24hour thing, but if not all documents were good enough, email ping pong can occur and extra hours will go by way too quickly. We are looking into how we can minimize this, but we still recommend everyone to send in their documents as soon as they sign up so they can avoid unnecessary waiting time when it is time to withdraw. Anyways, I do come off as defensive I guess. That is not really what I want to do. We still have things we can do better, and we need people like you that tell us where we are missing the mark. So thank you Dudski!

CasinoPop 7 years ago

Akhil94

10/10

Good casino site- the graphics are perfect and the navigation is very easy! The casino also proposes many great games from top game providers. My fav part of the site is the promotions page; there’s always something to look forward to! 😁

Even if the bonuses are quite attractive, I wish the wagering requirements were lower! Quite a pain to meet wagering requirements of 45x!

Thank you for your kind words Akhil94! We have focused a lot on our games portfolio, and we are working a lot on making the site easy and fun to use. I am glad you have noticed! In regards to the wagering requirements; it is always a pain. Finding the threshold where we do not get a huge influx of players who only try to game the bonus system, but instead get actual players which we over time can reward more. Over the last couple of years, we have been changing the requirements up and down to try and find the sweet spot, and I do not think we have found the perfect number just yet. But we will get there for sure by fine tuning. The last thing we want to do is make real players disappointed! Best of luck! Roy, CasinoPop

CasinoPop 8 years ago

ZeroTolerance

7/10

A lot of slots to play, interesting design and bonus system with leveling. Lost all anyway, so can't say anything about withdrawing and verification

Site works a little bit slow, pages scrolls not smoothly.

Thank you for the compliments Zerotolerance! We're glad to you hear that you've discovered our fantastic loyalty program where you can play the popSpin game for wager-free giveaways and collect Free Spins every time you level up (Gold&Silver). Regarding the speed of the site we constantly are making improvements as we are growing. The mobile version is recently re-optimised and now performs really well, and the desktop version is now even faster when logged in. Please let me know if you want further assistance in investigating the performance issues, we can set up a call to listen to your comments. Contact support and we will set it up, thanks! Kind regards Nick, CasinoPop

CasinoPop 8 years ago

flaske83

1/10

Good selection of machine, and thats about it really.

Extremely slow servers, if your gonna play here, expect the machines to crash frequently, and for the wheels to just keep spinning without anything happening.
Its actually so laggy that you can tell if its a win or not before the wheels land.
Userchat not so friendly also.

Hello Flaske, Thank you for the feedback, we take your comments very seriously since we strive to be better every day. The problem you are describing occurs quite seldom but randomly and we are trying to investigate why it happened to you. For us to investigate further it would really help if you could provide us (email Roy) with your location and your ISP, which browser you are using (version) and which slots that you experienced slow. To test, try to share your phones internet connection and see if the same problem occurs again. Does it work better? We hope it’s not too much too ask you to provide the mentioned information above, but in technical situations like these the more info we have the better it is. We will do our best to solve it and even try to reproduce the problem so we can stop making it happen again. Regarding the Live chat, we are truly sad to hear that you had a bad experience and did already feedback the staff that this cannot happen again. We hope that you will give us a second chance to prove how good we are when we are at our best! Thank you for being a customer at Casinopop.com Kind regards Nick, CasinoPop

CasinoPop 8 years ago

Hockeyhockey