RESOLVED - hopa casino please help me

hello

      i got and email from hopa that i have 50 freespins  ,  i won 14 £  i finish the wagering requirements end up with 500 but max cashout is 100  ,  requies minum deposit of 10  to make a witdraw  , i have made a deposit of 10  ask fot the chat not to give me anybonuses  ,  did not happen  , after my deposit it says that i need to wager over 23.000  to be able to witdraw  when to chat and they told me that i need to wager that amount to be order to witdraw  . i have reed the terms and did not found anything  about this can you please advise me what to do in this case as the chat seems not listening to me  , the only rulles that i found about the no deposit are

All of Hopa.com's bonuses and winnings may only be cashed out after you have made at least one approved deposit and you have wagered at least 35 times (unless stated otherwise) of each bonus received – for example you must wager $350 before cashing out if you have received a bonus of $10.

Deposits may be withdrawn before a player’s wagering requirements have been fulfilled. However, if this occurs, all bonuses and winnings will be voided/removed from the player’s account. Players must contact support in order to withdraw their deposit.
Wagering on different games will contribute differently towards your wagering requirements.

Winnings received through the use of the free bonus (no deposit) or free spins shall not exceed $100. Any winnings which shall be made with the free bonus or free spins which exceeds the $100 maximum, shall be considered as nil, and shall not be recorded as winnings. Only the maximum winnings of $100 can be withdrawn by the Player subject to the terms specified in the Bonus Policy.

Winnings received through the use of the free bonus (no deposit) or free spins are considered as bonus, and as such must be wagered 50 times before withdrawal may be made.

Bets placed on all versions of the following games will not count towards your wagering requirements: Video Poker, Roulette, Quick Play, Hi Lo Fever, Baccarat & 3 Card Poker. If the player placed bets on any of the games mentioned above before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than $7 or 20 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal.







the chat said that i need to wager all bonus that i got before as well  but i got 2 bonuses won of 17  after freespins  wich i lost  , and 14 after freeespins wich i finish wagering  , ok i need to wager the 17 as well but is 800 to wager not 23.000 

thank you 

also before i deposit    was saying that i have 500  witdrawable  and no wagering

other proff that  shes not covered 

Please wait for an agent to respond, in order to start the chat.
You are now chatting with 'Louise'
Louise: Hi there and welcome. My name is Louise, how are you today?
beby001144: yes
beby001144: i have read the terms
beby001144: and i did not find
beby001144: where it stated that i need to wager 23.000
beby001144: and i dont find any reason for that
beby001144: i got 14 bonus i needed to wager x50
beby001144: i did
beby001144: was saying i have witdrawble money in the account
beby001144: but in order to witdraw require minum deposit
beby001144: i did
beby001144: after the deposit
Louise: okay
beby001144: says that i need to wager over 23.000
beby001144: i allready open a case on one of your affiliate
Louise: you need to wager the winnings
beby001144: i need to wager 23.000 to be able to witdraw 100 ?
Louise: some games to play that count towards 100% are fruity friends, vip black, Egyptian Magic
beby001144: i did not ask tha
beby001144: t
Louise: yes you need to wager to cashout
beby001144: i need to wager 23.000 to witdraw 100 ?
beby001144: how is possible
beby001144: i never had to wager this amount
Louise: you need to wager on all bonuses and winnings from bonuses
beby001144: in my 12 years of gamgling
beby001144: but before i deposit was saying that i dont need to wager anything
beby001144: and i witdraw 100 from prime as well
beby001144: from a no deposit
beby001144: and i did not need to wager after my deposit
beby001144: i was just able to witdraw
Louise: please hold
beby001144: his amazing offer is only available until 7am (GMT) on 27-03-2016. Your Free Spins are available on: Starburst, Gonzo's Quest, Spiñata Grande, Twin Spin & Sparks. Unused spins expire 24hrs after being issued. Winnings won with spins that were received upon login, must be wagered x50. Bets on different games contribute differently to the compliance of the wagering requirements: Wagering Bonus Policy
beby001144: this is the email i got when i got the no deposit offer
beby001144: winnings from freespins must be wagered x50
beby001144: i did
beby001144: what else do you want from me
Louise: you need to wager the winnings yes
beby001144: i did
beby001144: 14 x50 700 wagered
Louise: you had 520 in balance then dposited 10
beby001144: before i deposit was 0 wagering to do was saying that i can witdraw
beby001144: i made the deposit and i could not witdraw
beby001144: can you tell the rule where it says that
beby001144: ?
beby001144: what are you saying
beby001144: as i check and there is no suchthing
Louise: 520 50x wagering is 26000
beby001144: thats the rule ?
Louise: winnings from free spins need to be wagered
beby001144: i did wagered the winnings from freespins
Louise: No there is still wagering
beby001144: n
beby001144: i won 14 from the freespins
beby001144: i wager 50x 700
beby001144: till was saying i dont have anything to wager

Hello beby19,

You left your username to our live help today. We'll try to get in touch with casino and find out what is going on with your issue. Please just be a little bit more patient since they don't have a casino rep registered with us and it's weekend ahead of us. Anyway, the casino is going to be notified and we'll keep you posted.

Best regards.

got an email from them  saying only nonsense  nothing to to with what i ask  .wich was  where is the rule  and how it got up to over 23.000 wagering to be able to witdraw that 100
i was never able to cash out and they said my request was denied 

Dear Andrei,


We thank you for contacting us at Hopa.  We are writing with reference to your e-mail.



Please be advised that since you have
received a bonus, you would need to wager it before cashing out.



This is the same for every online casino and
we actually have one of the lowest wagering requirements online.



Free Bonuses have to be wagered 50 times
(If any) and Deposit Bonuses have to be wagered 35 times.

When you tried to cash out you hadn't met your wagering requirements and that's
why your request was not accepted.



Wagering on different games will
contribute differently towards your wagering requirements. All games will
contribute 100% of each wager towards your wagering requirements, except for
the following games: All versions of Blackjack and Magic Spinner will count as
10% of the wagering and all Netent games will count as fifty% of the wagering.
All versions of Video Poker, Roulette, Quick Play, Hi Lo Fever, Baccarat &
3 Card Poker will not count towards the wagering requirements. You can
check the progress of your wagering by clicking on the cashier page, then click
on cash out and there you’ll have the exact amount remaining.

my wagering requiremnts increase without playing .  was over 23000  now is over 26000 )

another email from them
We thank you for contacting us at Hopa.com.
In regards to your previous Email, As stated in the Terms and conditions:
On the bonus policy (3.1)

All of Hopa.com's bonuses and winnings may only be cashed out after you have made at least one approved deposit and you have wagered at least 35 times (unless stated otherwise) of each bonus received – for example you must wager £350 before cashing out if you have received a bonus of £10.
Since you had winnings when you deposited, and the wagering only begins once you have deposited, you need to wager the winnings you had, 50 times.
Should you have any further questions Andrei, please do not hesitate to contact us by coming to LIVE CHAT, where we are available from 7AM to 12AM (GMT) 7 days a week.
Best of luck Andrei, your next big Hopa.com win, is just a spin away!       
Your dedicated Hopa.com Support Team



again put me the rulles that all bonuses reiceved must be wagered 35 times , but i did not reiceve any bonus  and his saying that  the wagering starts only after i made a deposit  x50    wich is not true  i had 700 to wager before i deposit wich i did  .

is like a kid replys to me  is verry disapointed

another email
In regards to your email I would like to explain how our wagering requirements work.

Most online casinos have a wagering requirement; ours is very low compared to most of our competitors! Are you aware that our wagering requirements are only 35 times each match up bonus received, 50 times each free bonus received.
Every time you place a bet/spin, the value of this is deducted from your wagering requirement, you can keep track of your remaining wagering requirement if you press menu - my account.

Bets placed on all versions of the following games will not count towards your wagering requirements: Video Poker, Roulette, Quick Play, Hi Lo Fever, Baccarat & 3 Card Poker, if you see the NetENT or Amaya logo when you open the game, then this means the wagering will only contribute 50% towards wagering. All other games count 100% towards wagering

Cashout policy is that you need to make at least one deposit and you need to wager at least 35 times each match up bonus received, 50 times each free bonus received, and if you have gathered winnings prior to making your first deposit, those winnings also will need to be wagered 50 times before a cashout can be processed.

why should i listen to him  what his saying ,  a casino should have rulles stated  not they come up as they want ,  i read all the terms  ,  cashout policy bonus policy  ,  no where it says that the wagering  starts only after the deposit  , and no where says that i bonus must be wagerred twice  once before the deposit and once after    ,  again he states  what wagering meens and for more then 12 years in the gambling thing and he states that to me , as they consider me an idiot  , maybe idiot because i played at your casinos ,    i had 0 to wager before i deposit  ,  and is immposible to have 0  to wager make a deposit and 26.000 to wager and all of this to witdraw fk 100 £ 

5 emails now reiceved from them  and in no one  they give me the rulle i asked for  that the bonus wagering starts only after deposit ,  or you need to wager a bonus x50  before a deposit  and again bonus plus winnings x50  only cuz i made a deposit , but they never forget in the emails to say  that there the best and they have the lowest wagering aroung ))  wich is so funny 35 x  is the lowest  )))))))

and again  amazed by an email 

Dear Andrei,

We thank you for contacting us at Hopa.com.

In response to your query, please be advised that before you made a deposit  you had winnings of 530.67 GBP from the welcome bonus which as per our Terms and Conditions should be wagered times 50, so 530.67 GBP x 50 = 26033.50.

So, if you check bonus policy paragraph No. 3 it states the following: "Winnings received through the use of the free bonus (no deposit) or free spins are considered as bonus, and as such must be wagered 50 times before withdrawal may be made. "

However, should you wish to remove the wagering and play with 10GBP only this can be done BUT all bonuses and winnings (in this particular case) will be voided/removed from your account & your account will remain closed until the winnings & wagering is removed. Please note it may take up to two working days.

Kindly advise whether you would like to continue playing or you would rather remove the winnings/wagering?

Should you have any further questions Andrei, please do not hesitate to contact us by coming to LIVE CHAT, where we are available from 7AM to 12AM (GMT) 7 days a week.   

Your dedicated Hopa.com Support Team

Kristine F.

Account Manager



can i get an opinion from someone , if im  right or they are  by  all stated  , as i think i m not going anywhere with them  , i think to take the 10 and  close all the accounts with this group

thank you

Hello beby19,

As soon as we got a response from the casino rep we'll let you know. Hope this issue will be sorted out soon.

Thank you for your patience.

Best regards.

i just reiceve the fallowing email 

Dear Andrei,

Thanks for choosing Hopa.com

Please note that your wagering was removed, you can now cash out the 100 winnings from free spins & your initial deposit of 10 pounds

Best Regards


i consider this case resolved 

thank you Melissa 

Hi beby19,

The casino rep git back to us and said:

Player wagering was removed, he can now cash out the 100 from free spins won + initial deposit of 10 pounds

Please let us know if all is in order now.

Yes  everything is in order ,  once the case open on ask gamblers in 20 min they remove the wagering , i took advantege and ask them to procces my witdraw faster and  amazing they did procces in 1 hour usualy they procces in 48  

is not fair players shoeld go an report them everywhere they can    , changing over 10 emails  and they still said  is like them  ,  after a case started  in 20 minutes i m right   funny 


thank you for the support