Hopa Casino - Player’s bonus winnings have been capped.

I have been awarded a bonus of 50 eur and have made a profit of 9500 eur... i have wagered the require amount of money to cashout... but now they are giving me only 500 eur and have void 9000 eur. This is really scam and I have contacted the police and my lawyer already! How can i resolve this problem? Thank you for your answer!

Dear Ilir,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus Policy and I found this:

"Restrictions on Winnings

Unless otherwise detailed in this Bonus Policy or in any promotion, if you place a wager using only your bonus funds, and win, you will receive, depending on your chosen account currency, up to a maximum of €500 in winnings. If your winnings exceed €500 you will only receive €500."

Would you be so kind as to send me a link to the bonus you played with? I would like to check the specific bonus T&Cs.

Have you tried contacting the casino regarding this situation? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, Ilir, but you didn't provide any information regarding which bonus you activated, and you also didn't forward me the communication between you and the casino. Please check my first reply again and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Thank you, Ilir, for providing more details. I am very sorry, but from what I have gathered you played with a bonus that wasn't activated by a deposit directly (but please, correct me if I am wrong). Unfortunately, for bonuses like this, there truly is a maximum cashout limit of €500.

I understand your frustration after a significant amount of your winnings has been deducted, but it was in accordance with the casino's Bonus Policy, and there is not much more we could do here. Casinos are allowed to set a maximum cashout limit for their bonuses, and we cannot force them to do otherwise. In fact, the vast majority of No Deposit bonuses have it.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, but I am afraid that I will be forced to reject this complaint.

Dear Ilir,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.