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

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Player rating

6.8/10 ● 40 reviews

Top reviews from our players

LilianInThaHouse

7/10

CasinoPop is the one of the latest casinos I have joined to and it is new casino added to AG casino directory.I searched for some new casino to sign up and that’s how I come across this new casino. I was in doubt but then I decided to give it a try.

They had really nice ‘Welcome Bonus’ which was the main reason behind my decision to deposit here.They offer 4 Welcome Bonuses and you can chose which one you want to claim. You can chose from 125% first welcome bonus, 75% second one, 50% third one and 200% fourth welcome bonus.If you for some reason don’t like bonus ladders they offer an alternative: 200% single bonus. I like last one. They all come with different wagering requirements and if you decide to claim 100% then w.r. is 30 x deposit plus bonus money, for 100% up to 149 % it is 33 x d +b and for bonuses 150% and more it is 39 x d +b. Not perfect but not so bad too.

Withdrawal time-frame is acceptable and you could wait from 1 up to 8 hours. Payment department is available only during a business days which means if you win at Friday you have to wait until Monday. Live Support is available 24 hours 7 days in a week which is great. They are very kind and professional. You can reach them via e-mail if you like.

I used their welcome offer and received my Free Spins on the top of their offer. At first when my session started I was lucky and managed to reach to the 150 euros but then my lady luck disappeared and I kept losing until I lost all down to zero. My overall experience was pleasant and I would recommend this casino

Hello, Thanks for your review. Hope your luck will hit big time when visiting us next time. Don't forget to check our loyalty program where you can level up and win wager free rewards. Just play and your level bar will increase more and more. Best regards Johan

CasinoPop 8 years ago

katemak

9/10

Another casino owned by MT SecureTrade Limited Casinos, established in 2016 having Malta Gaming Authority, UK Gambling Commission licence with one word safe casino. They have great disign of their website really easy to navigate as I can see the newly MT Trade casino having interesting features where it comes for rewarding their players.

I know about this guys for a while but decided to make one deposit here maybe 2 months ago and what caught my attention was the first welcome bonus they been offering of 200% match and 100 free spins. The wagering might not be so attractive because its X 45 the deposit and the bonus as well. Well giving out such a big bonus I guess we expect to have a bit high wagering.

My first deposit there was 25 euros actually those were the last 25 euros I had left to play somewhere and took their 200% match bonus, although they have several bonuses so they player could choose from it and the smaller match bonus is the wagering isnt the same, so bigger bonus bigger wagering.

And what else to play then my favorite Piggy Riches slot. I recall I didn't have any luck there because Piggy eat all my balance in no time. They have one reward feature while you climbing the levels so seeing I am still on level zero still didn't make to the level 1 thats the result of my playtime there, playing but all dead or empty spins.

The 100 free spins I was getting next 10 days x 20 and didn't have any luck on it as well. I know this guys are safe and secure so we could play there but having first bad experience I kind of forgot of this newly added casino.

I might visit them so I can see what kind of rewards or free spins they are giving reaching the level bar up, so they are on my next list to do. Hoping to have better luck next time. As I said they are nice casino offering great bonuses so I think every player should take advantage of their nice welcome bonus.

Hello! Thanks for your review. Happy to hear you had a pleasant experience with CasinoPop. I am sure you will like our loyalty program that gives out real rewards wager free. Just play and level up and we will be happy to give away great prizes to you. Wish you best of luck when visiting us next time. Best regards Johan

CasinoPop 8 years ago

zerooo

8/10

CasinoPop is one of the newest online casino which was added to Askgamblers website. I found it right here while I was looking for some new online casino. Here you can find video slots powered byNetEnt, Microgaming, Play’n GO, NYX Interactive, Quickspin and Scientific Games software providers. The only reason why I joined it was because it has NetEnt games in their selection of video slots.

After I created account, I went into their promotion website where I read that you can claim welcome package for four deposits or you can choose only one bonus at the beginning which is 200% match bonus. And after that bonus – nothing at all. So my decision was to get at least 4 bonuses. I made small deposit here of 20€ and I got bonus money right away into my account. Before you make deposit you just need to select which bonus would you like to received.

I started to play Dead or alive video slot, at the beginning I had some luck and I raised my balance to around 90€. After that I raised my bet too, and balance falling down towards zero. At the end I managed to get free spins and my balance raised to around 40€. I never got any big win there, so later I changed the game. I played Jack and the Beanstalk to the end – without any withdrawal with my first deposit.

Otherwise I think this is quite good online casino, I have trust in it. I also claimed second deposit bonus and I think there are two more for me to claim them – the last is the best – 200% match deposit. Hehe. I will rate CasinoPop with 8 out of 10 possible stars here at Askgamblers.

The only thing which bothered me a little bit– firefox browser didn't load the games at all so I need to changed it to Chrome – after that it works fine without problems. Maybe it was just some issue with my Firefox.

Glad to hear you have had a mostly positive experience with us at CasinoPop. We have looked at your Firefox issue and we can't reproduce it. Firefox works just fine for us in both Windows 10 and OSX. But we will continue investigating. Best of luck on your adventure with us!

CasinoPop 8 years ago

raper12

10/10

Many games, fast withdraw... I play yesterday I lose 150e after some deposits and in my last deposit I win and I 550euro. I withdraw them in the morning using netteler, I upload documents same time and in some hours the money was in my netteler account.. Awesome casino 10 stars from me..

Trust them is ok 100%.. fair gameplay..

All good nothing bad.

Hello, Congratulations to your win at CasinoPop. Happy to hear your withdrawal was smooth and without any issues. Looking forward to see you again! Best regards Johan

CasinoPop 8 years ago

MarcoFernandez91

8/10

Well designed website. Many different and interesting video slot with a different theme. There are cool card games. I got a lot of positive emotions.

It would be possible to do more different games and slots.

Hello Marco, We are happy to hear you enjoyed playing at CasinoPop. As fars as the variety of games, we have games from almost 20 games suppliers and over 1000 games in total. The games range from slots, classic slots, live games, table games, jackpot games and a variety of other games. We constantly add more games to our portfolio and this is something we believe is important. I am sure you will see that the variety of games will improve more and more going forward. We hope to see you come and visit CasinoPop soon again! Best regards Johan

CasinoPop 8 years ago

zayarphyo

10/10

I just want to say CasinoPop Amazing!! Great selection of game!! The best experience I have from them now!! Since I joined alot of casino, CasinoPop can give me a lot of fun and excitement! Great bonus choice of 125% and 200%. I made deposit 25euro, playing the whole day with full of enjoy! Just win some and wait for getting my winning!

I can recommend other new players to join this casino! In my coming free time, I will definitely enjoy and play here!

Nothing have to say negative! All the game have no lagging and good to play.

Hello, Good to hear you enjoyed playing at CasinoPop. We hope to see you again soon! Regards Johan

CasinoPop 8 years ago

Askhan070965

1/10

verification progress needs 4 !!!!days, sending documents again and again. This one is wrong, not clear enough and so on. Strange, that other casinos accept exactly the same documents without any complaint. Take the 4 welcome offers and won with the last one (200% up to 100 € / 39 & 39 x rollover (who cares)) 700 €. Made deposits with neteller and want take the same way for a payout, but neteller didnt work since 6 days, allegedly technical issues with neteller. Who on earth believes that. No other withdraw option possible because dep was made with neteller and you have to take the same way for withdraws. Nnbelievable. Stay way from them, if you like your money and choose a paying casino....

Hi Askhan You have had 3 issues in a row at our site, and I can't even begin to tell you how sorry we are for your situation. I guess that you are not really that interested in hearing the reasons behind it, you just want to get this sorted. But for others it might be interesting to know how this all played out. The first issue was that Microgaming games was not working for you, and that was because a configuration error for german players. The games were restricted. This has now been solved and it was due to a human error (so we are definitely to blame for that). The other issue was that the upload of documents were not working well at the beginning of the month. This was definitely our fault as well. The upload was actually working, but the wording on the upload page was not correct and it confused players. So instead you contacted our support and they uploaded the documents. When this happens it adds extra delay to the entire process, and it is frustrating for you. 100% understandable. It would not have been as frustrating if the payments team would have accepted the first upload, but they did not accept the quality of the uploads, and when that was sorted one of the documents were missing needed information. The MT SecureTrade payments team are very picky when it comes to the quality of the upload and what info is needed on the documents. Partly due to new regulation, but also partly due to new policies in place to make sure there are no shennanigans. Lastly, the Neteller issue. I am awaiting confirmation from the tech team about this, but I have been told the same thing as you. That there is a technical issue with the Neteller withdrawal method. I am putting pressure on them to get this solved as quickly as possible. Again, this should not happen, and you have been the unluckiest of them all. Hitting every obstacle possible. We couldn't be more sorry, and we will not rest until we make this right for you.

CasinoPop 8 years ago

noite2

7/10

Good selection of games, bonuses offered every week.

I had problem's from the start with verification that took really really long, but they gave a little gift to make up the hassling there was, so that was nice.

Haven't made any withdrawals so cannot yet say how they pay. But other aspect's this casino is good option. :)

Did not really see progress bar moving, so I think it could move a little bit faster. :)

Thank you for your comments Noite2. We have had a bit of an issue with account verification for certain players. We have been working hard on solving that, but I am glad to hear that it got sorted for you. The progress bar is a subject that we have to better at explaining on our site. I will have a think around what can be done to explain it better. I suspect that you are referring to the fact that the level bar does not progress quickly when you are using bonus money. That is very much by design. We really did not want to totally exclude play with bonus money from progressing the level bar. But to be able to pay out nice prizes after a level-up we needed to lower the progression with bonus money quite a lot, otherwise it would be hard to have for example the jackpot offered in the popSpin game. Actually, we have even had discussions about lowering the progress speed even more when bonus money is used. Which might sound even worse of course, but that will allow us to increase the speed of the level bar even more when real money is used. I am hoping to have a good discussion on this topic here at AskGamblers. It will help us hone in on what the players actually want. And your comment is a good start of this topic. Let us know what you guys think.

CasinoPop 9 years ago

grotestorm

10/10

This casino I have very good experience with it both the bonus and payout, very good friendly chat. I am very enamored of the casino of MT SecureTrade Limited Casinos payout quickly and well with the game always offer more than enough great ones.

Hello, Thanks for your kind words. We also believe MT SecureTrade to be on top of the game. We focused a lot on the fast payouts and I am glad it has been noticed. I will also buy the support team a bunch of extra cookies for being so friendly :) Kind regards Johan

CasinoPop 9 years ago

Adam10april