Hopa Casino - Player’s struggling to withdraw her winnings.

I deposited nearly £5,000 and I won £10,000 on lightening roulette and number multiplied by 500x it said withdrawal pending and this was for 3 days so I phoned them and the guy said that we have closed your account as your on gamstop ??? I was shocked so I contacted gamstop who searched all my details and I had never registered with them and they sent an email to confirm this. So I emailed hopa and they came back with with need more documentation on how I can afford to gamble so I sent bank statements proof of inheritance payments plus letters from solicitors to confirm which I downloaded that still wasn’t enough so they wanted proof of payments sent from my bank to theirs which again I did. I get a further email days later after I had bombarded them with why they are not paying they said I had to fill out affordability questionnaire so I’ve done that now all I’m getting on live chat is still investigating and I will get an email with an update. I have not delayed with any request of documents so why are they lying to me? I’ve had enough and has caused me great deal of stress not only have I been excluded I’m unable to play on any other site as they said I was on gamstop. They have admitted they made a mistake but that doesn’t help me getting my money. Who do I contact as I won’t give up as they was happy to take my deposits without any questions

Dear Karen,

Thank you very much for submitting your complaint and for forwarding relevant communication. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any funds in the past or this were your first withdrawal request? If your account is still accessible, could you please forward your game history? My email address is petronela.k@casino.guru.

Lastly, could you please advise when the following conversation took place and clarify if you have requested your account to be closed?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi it is my first withdrawal with hopa they are partners with karamba and no problem with withdrawals. They have also verified all documentation as requested and I spoke to customer support via telephone yesterday and she said we have all your documents. But I’m still being told I’m being investigated. When I emailed them last week I said if you want to close my account that’s your decision but it’s a shame if you do. Next thing I get an email saying account closed on my request I did not say that. They also said it’s closed as I’m on gamstop which I’m not and never have been. They tell me different excuses every time I contact them. I have also discovered that they have same bank details as karamba but they charged me deposit fees on hopa I have asked them why have they done this? Again not reply

I do have emails regarding account closure and not down to me. They don’t like the fact I won on karamba and now on hopa on lightening roulette I can’t help that it multiplied on my numbers.

Thank you very much, Karen, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hi

i have had a response from hopa and they have paid out my winnings. They have apologised for excluding my account by mistake.

thank you for your help!

Hello Karen.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru