Hopa Casino - Player’s struggling to receive his winnings.

I have sent all proof of Id bank statements and other related documents and they still have not paid my winnings after nearly 3 weeks ...I send them what they want and they put another barrier in front of me ...they have even said that my bank has declined their attempted payments of my winnings ..my bank have said they have not at all

Dear Darren,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you completed your KYC account verification successfully? Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, all have a major influence. Could you please confirm that this were your first attempt to withdraw funds? Have you been advised any specific alternative method to withdraw your winnings? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have verified my account ..sent copy of bank statement and proof of id numerous times ...I’ve requested a wire transfer but keep being asked to produce more documents ....everything I have sent veryfies who I am and the bank I use ....I just want paying out ..thnks

Dear Darren,

Could you please confirm that this were your first attempt to withdraw funds? Have you been advised any other alternative method to withdraw your winnings? Thank you.

This is now 5th attempt....they have now said they will make a wire transfer but I’m betting they won’t

Dear Darren,

Let’s allow some more time to casino to arrange for a wire transfer. I will set the timer by 7 days and if there’s no development, we will intervene. Please keep me updated. Thank you in advance.

Ok many thanks

Dear Darren,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hi ...I received email last Wednesday saying they were paying me by wire transfer ...the 3-5 days has now passed with no winnings paid..they have not even attempted payment

..I have self excluded from my account ...they have had all documents bank statements with account number and sort code to make a payment to me plus driving license and proof of address ...they keep blaming my bank saying they are declining it ..my bank say no attempt of payment has ever been made ...look on trust pilot reviews nearly 70 people going threw exact same thing

Thank you very much Darren for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thankyou and so do i

Hello Darren,

I am very sorry to hear about your problem.

I would like to invite Hopa Casino to join this conversation and give us an explanation of why Darren's withdrawal has been delayed.

We would like to ask the Hopa Casino to reply to this complaint. We are extending the timer by 7 days.  If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.