The player from Germany has requested a withdrawal more than two weeks ago. Unfortunately, it has been pending since. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Hopa Casino - Player’s withdrawal has been delayed.
Black points: 123
Amount: €500
Hopa Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I made a payout of 500 euros on 08/24/2020. On August 25th, 2020 I received the email that it had been transferred. Since then, nothing has arrived and some questions have been answered very cheekily. Statements like We are not to blame - ask your bank
Please help
Mfg Michael ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? Which payment method you have opted for?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. Assuming that your withdrawal has been approved and processed, I truly believe it’s only a matter of time before you’ll receive your winnings. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello I have decided on the bank transfer which supposedly takes 3 to 5 working days
Until today nothing came
Transaction ID 430345751
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3 years ago
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Here is an example of the answers you get to questions
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3 years ago
Thank you very much, Michael, 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.
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3 years ago
Translation
I will now wait a week if nothing happens until then I will take legal action
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3 years ago
Hello Michael,
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 Michael's withdrawal has been delayed.
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3 years ago
Translation
What happens if hopa Casino does not comment?
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3 years ago
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Here is the current correspondence
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3 years ago
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Hello what happens if Hopa Casino does not comment
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3 years ago
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’.
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3 years ago
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.
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