Hopa - Withdrawal declined EUR 7000,-

Hi mrwolf - 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.

Before we go any further, specifically what bonus were you playing with when you had this win?

Thanks,

ThePOGG

See my e-mail send to [email protected] with the subject: Update for Hopa - Withdrawal declined EUR 7000,-

Hi Mrwolf,

Thank you for your email. Reviewing the attachments the operator has informed you that you are not being paid as you have exceeded the maximum allowed bet with bonus funds. Did you bet more than €4 on a single round of play?

Thanks,

ThePOGG

Dear Reader,

Thank you for your response.

I’m not aware of playing any bonus at all.

On the 12th of June 2019 I deposited EUR 8050,- within a very short time (from 15:15 until 20:44 the same day) divided over 20 separate deposits.

I requested a withdrawal, which I was able to. (I think this should be disabled if I abused any rule of the bonus policy).

After my request they asked me for some documentation, which I sent. This has been approved and confirmed in one of the chats I sent to you. Later-on in another chat, they confirmed everything is in order, and I just need to be patient to wait for processing my cash-out.

Finally they declined my request based on something I haven’t heard about before, they haven’t bring up before and they didn’t provided specific proof supporting their judgement to decline based on what they argue.

So they accuse me of abusing their bonus policy, without supporting evidence and contradicting to what was told to me in different chats.

We’re are talking about a very high amount EUR 7000,-. (so actually an overall loss comparable to what I deposit).

I’ll hope you can help me out with this, because this is not right.

Thank you.

Hi Mrwolf,

I'll contact the operator and see what we can find out for you, but I do need to be clear that if you have played with a bonus and violated the maximum allowed bet rule there will be nothing we can do to help you.

Thanks,

ThePOGG

Dear Reader, I played with money deposited. Now I’m winning money Hopa abviously look for some reason to not pay out my winnings.

Dear Reader,

Any update?

Please let me know.

Thank you.

Dear Reader,

Just to be sure: No update yet?

Please let me know.

Thank you.

I've send an e-mail with further info.

Dear reader,

Can you come back to me with an update?

Thank you in advance.

Dear Reader,

It's been almost two months ago since the last update.

I provided additional documents by e-mail supporting my complaint.

Is there any contact between Pogg and Hopa?

Best

Hi MrWolf,

I've now reviewed both your transaction history and your play history.

On the 12/6 at 21:00 server time you contacted Live Chat and were issued a bonus of €50. It can be confirmed via the Live Chat records that you were aware of this bonus being issues and had accepted it. You immediately started wagering at €5/spin, which violates bonus terms and conditions.

That being the case the operator are within their rights to void the bonus contract and reset both parties to starting positions.

Sorry we cannot be of further help.

ThePOGG

Thank you for your answer.

Apparently I violated the terms on a certain moment.

On behalf of that violation they have the opportunity to act and inform me.

Instead of that option they allowed me to keep depositing which turned into a win and legit withdrawal request. Wins where made with deposited money and not with bonus money.

So either way they can decide to accept my withdrawal request or refund all deposited money after noting a violation.

So which option did they choose?

That’s not clear for me.

Hi MrWolf,

I'm afraid that's simply not true.

The bonus that was added to your account was the last addition of funds to your account prior to the contested withdrawal. All winnings were directly and solely attributable to this bonus.

So there are no deposits after the violation.

Thanks,

ThePOGG