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Hopa - Welcome bonus declined

Ruling

Resolved - Both the submitting complainant and Hopa Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Hopa Casino Review.

Player's Complaint

To whom it may concern,

I have registered on the Hopa betting platform with a 100% welcome bonus and made a deposit of 100EUR.

After placing several bets and luckily having won some of them, I decided to withdraw the money on my account (684EUR including the deposited amount) after having fulfilled the required turnover of 9 times the bonus.

After I sent my documents to verify my account, I requested the withdraw of 684. One day thereafter, the withdraw was declined for the reason of placing bets that are higher than limits that are applicable to casino bonus conditions ("Einsätze von maximal 4€ oder 0,50€ pro Linie oder 15 Prozent des Bonusbetrags"), which is simply not applicable, because I was betting on sports and got an sports welcome bonus. I then asked for the reason why my withdraw was declined and the answer was a supposed bonus abuse (they called it "Bonusmissbrauch"). They booked the deposited the 100EUR of money back onto my account and cut the winnings.

I absolutely cannot understand the reason, why the withdraw was declined. I did fulfill all the the terms and conditions that are applicable for the welcome bonus (play within 14 days, 900EUR turnover, maximum 50EUR per individual bet, minimum betting rate of 2.0). I have already lost a decent amount of money in sports betting and now as I have some winnings, they are declined. I do not find this behaviour correct and I find myself treated unfairly.

I would appreciate, if you could help me resolving the dispute.

Thanks a lot in advance and best regards,

PS: The bonus terms and conditions are different for the english and german version. I just have them in german only, please let me know if you need them for the dispute resolution process.

Read the casino review

8 Responses

User icon
ThePOGG
July 23, 2020

Hi a_lausbua - 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.

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

Thanks,

ThePOGG

User icon
a_lausbua
July 31, 2020

Dear ThePOGG,

I would like to kindly ask you if there is any news for this complaint?

Thanks a lot and best regards,

a_lausbua

User icon
ThePOGG
August 7, 2020

Hi a_lausbua,

Hopa inform us that your payment has been processed. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
a_lausbua
August 10, 2020

Hi ThePOGG,

that's great news!

Unfortunately, no payment was processed until now. The transaction history does not show any update yet.

I'll let you know once the payment is processed. Maybe you could kindly ask them about the state of the payment process?

Thanks a lot and best regards,

a_lausbua

User icon
ThePOGG
August 18, 2020

Hi a_lausbua,

Have you received your funds?

Thanks,

ThePOGG

User icon
a_lausbua
August 20, 2020

Dear ThePOGG,

unfortunately I have not received any funds yet.

Best regards,

a_lausbua

User icon
a_lausbua
August 27, 2020

Dear ThePOGG,

the funds arrived today on my bank account, great!

Thanks a LOT for your help, you are awesome! I will donate 50 EUR for a charity to appreciate your efforts.

Keep up your good work. Thanks a lot,

a_lausbua

User icon
ThePOGG
August 31, 2020

Hi a_lausbua,

Thanks for letting us know and that's very kind hearted of you!

ThePOGG

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Agreement

a_lausbua 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

July 23, 2020

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