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Hopa - Withdrawal Problems
Ruling
Resolved - A payment delay has been rectified and both Hopa Casino and the submitting complainant confirm that the funds have now been transferred.
Read our Hopa Casino Review.
Player's Complaint
I have been waiting five weeks to receive a withdrawal of £596. I have passed verification.
I was first told that I cannot withdraw to my Starling bank account despite providing IBAN and BIC numbers to do so. I then verified another bank account (Monzo), and was told I cannot withdraw to that. I was eventually told 'high street' banks only, so verified a third bank account (Halifax), but there is no way to add this account as a new withdrawal method. I've been told this is a technical issue and heard nothing since, this was 10 days ago.
I have constantly had to chase this information up, Hopa have told me nothing without me going on live chat, or sending several emails.
4 Responses
Hi b1ossom,
Firstly apologies for the delays - there was a breakdown in communication channels with this particular operator and it took us some time to re-establish a direct line.
I've been informed that this issue has been resolved and that your payment was issued on the 30th of July. Can you confirm receipt?
Thanks,
ThePOGG
Hi, yes, I finally received the money from Hopa on the 31st of July. Thank you for the reply and help, [EDIT]
Hi b1ossom,
Thanks for letting us know - it is appreciated!
ThePOGG
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Agreement
b1ossom 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 18, 2019
Hi b1ossom,
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