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Hopa – Failure to close account


Resolved - Any issue with a mis-managed account closure has been resolved with Hopa Casino and the player has confirmed receipt of their deposit refund.

Read our Hopa Casino Review.

Player's Complaint

I request account closure and expressed my issues with the institution and was informed the account was closed. Which never occurred until I contacted support to informed months later.

Read the casino review

7 Responses

Nov 06, 2019

Hi halewood - welcome to ThePOGG.com!

As we are the ADR for the Apsire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Moving on to your claim specifically - did you give direct indication that you were closing your account due to gambling addiction issues?



Nov 07, 2019

Yes I have addiction issues due to the time elapsed I an unaware of the contents of the discussion and in anger some time ago I did delete the email and correspondance.

Nov 08, 2019

Hi insight123,

Did you tell the operator that the account closure was due to addiction or did you just ask for your account to be closed?



Nov 08, 2019

I honestly do not remember.
It should be contained in the chat logs

Nov 21, 2019

Hi insight123,

Hopa casino inform us that they have reviewed your communications with their Live Chat and have identified your closure request that was incorrectly classified due to human error. As such they inform us that they have refunded all deposits after the 8th of October - a total of €976. Can you please confirm when you receive your funds?



Nov 22, 2019

I can confirm I have received the funds.

Nov 24, 2019

Hi insight123,

Thanks for letting us know - it is appreciated!



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insight123 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Hopa
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

November 6, 2019