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Hopa Casino - No Payout
Ruling
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.
Read our Hopa Casino Review.
Player's Complaint
I first asked for my payout on March 23rd, 16 days ago. They said my bank information (IBAN, SWIFT, etc.) wasn't sufficient for a wire transfer, and that I had to send a bank statement via live chat or by email. They blocked me from live chat and email both. They closed my account. I sent four or five messages via their contact option on the website, asking them to unblock my access to live chat and/or email contact. Each time they ignored what I explained, and told me to use live chat or email to send my bank statement. This is impossible for me to do, as I explained. I tried another email address of mine, and that was blocked too.
3 Responses
Hi robclem21,
I'm following-up on the above?
Thanks,
ThePOGG
Hi robclem21,
If we haven't heard from you by Friday the 5th of May we will assume you no longer need our assistance and close this complaint.
Thanks,
ThePOGG
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Agreement
robclem21 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
- United Kingdom Gambling Commission
- Malta Gaming Authority
- Aspire Global International Ltd
April 8, 2023
Hi robclem21 - welcome to ThePOGG.com!
Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
As we are the ADR for the Aspire 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.
Have you cleared your browser cache and tried to access Live Chat again? Have you tried accessing Live Chat via a different browser? Have you tried accessing Live Chat, or sending an email, from a different device? What makes you say that both your email addresses have been blocked?
Thanks,
ThePOGG