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Hopa - Proof of address rejected repeatedly


Resolved - The submitting complainant has confirmed for us that their verification issue has been resolved and that they've been paid.

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Player's Complaint

I have submitted a bank statement as proof of address multiple times. The statements were dated within 3 months of their submission date on both occasions, despite the casinos guidance stating they must only be within 6 months. The most recent is a Lloyds Bank statement dated 01 August to 31 August 2019. They are refusing to accept this as they say it has 2 dates and not a single issue date. They state this is due to UK regulation, yet they cannot provide me with any evidence of this regulation and are referring me to their own terms that state it must be no older than 6 months (which it is).

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3 Responses

User icon
October 10, 2019

Hi rach65 - welcome to!

I'll contact the operator and see what we can find out for you.



User icon
October 10, 2019

Hi, This is now resolved. They eventually accepted a driving license. I did sent an email to the address on your site but it may not have been picked up yet. Id like to point out, should anyone else be experiencing the same problems. They were refusing to accept a bank statement that covered a full month and therefore showed "01 August to 31 August". They claimed it did not have an issue date and they could not accept it due to UK legislation. Thanks anyway! [EDIT]

User icon
October 11, 2019

Hi Rach65,

Thanks for letting us know - it is appreciated!


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Rach65 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

October 10, 2019

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