Hopa - Refund

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.

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Player's Complaint

Hopa casino advertised and had in their terms and conditions a bonus point system whereby you coyld redeem bonus points for cash as a result of deposits , this was on their website when i joined at the beginning of june , a week later after making several deposits i requested my bonus points only to be told they stopped doing that in november of last year and informed all customers via email that they could no longer recieve bonus points , I explained that as id just joined in June I couldn't possibly know this and also sent them a screenshot of it still being advertised , I asked them which gambling commission was responsible for them and they replied that as a goodwill gesture they would refund all deposits minus withdrawels to my bank account , since then they have given me every excuse possible as to why it hasnt been paid , when i asked for their ADR provider they told me it was IBAS , they will not correspond with me properly and continue to say it is under investigation and that they are contacting the payment provider to see why the funds havent been received by myself , i have dated screen shots with their misleading information about bonuses and i also have copies of all emails where they still say they intend to pay me , this has now been going on for well over a month and in fact i asked for escalation 6 weeks ago , they have said its been escalated and will email in due course but when i ask what is happening i get different answers inc luding " i am looking into this personally " with no name assigned to the message and when i ask who it is im ignored , I have all correspondence from screen shots and i also have their bonus offers screenshot with dates to show what they were offering before i contacted them and they amended their website.

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