Resolved - Both the submitting complainant and Hopa Casino have informed us that this issue has been resolved and the player has received their funds.
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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.
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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:
July 23, 2020