Android Phone

iPad

iPhone

Android Tablet

Australian Dollar

Brazilian Real

Canadian Dollar

Danish Krone

Euro

British Pound Sterling

Norwegian Krone

Swedish Krona

US Dollar

Microgaming

NeoGames

NetEnt

UKGC

Hopa Casino

Bank Wire

Bankcontact Mistercash

Boleto

Clickandbuy

Fastbanktransfer

Fundsend

Giropay

Ideal

Instadebit

Maestro

Master Card

Neteller

Paysafecard

Poli

Siru

Skrill

Skrill 1 Tap

Sofort

Trustly

Ukash

Use My Funds

VISA

Chat

Email

Hi Gwelly1950 - welcome to ThePOGG.com!

Please ensure you have read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Date – 18/02/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 25/02/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 03/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 19/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 24/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 31/03/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 07/04/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 14/04/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Gwelly1950,

We've discussed this matter at length with the operator and unfortunately we cannot uphold your claim.

The operator has provided inaccurate information when they described the reasons for non-payment as 'pricing errors'. The actual reason for non-payment has been a technical error with the 'Rebet' functionality that the platform has experienced.

When placing a rebet, rather than placing an identical bet to your orginal bet (allowing for you to change the stake) the system was malfunctioning. Your original bets in each case were each way wager, meaning that the bet was split, with part of the wager on the selected horse winning and the other part on the horse placing on the podium. You consistently place very small wagers initially. When you used the rebet feature you increased your bet significantly (~100x) and the system error caused the full bet to be placed on the 'place' part of the wager rather than splitting your bet as is appropriate for an each way wager.

Given the error in the betting system the operator terms include the following:

_12.1 In the event of a game, bet or system malfunction all bets and/or wagers are void._

This gives clear grounds, due to the clear and readily identifiable system error for the operator to consider the bets void.

Sorry we could not be of further help.

CasinoReviews.com Complaints Team

Well if this is the case, all bets on the race must be voided not just the winning bets voided,


Also i did have a 50ew bet  as in 50 bet on win and 50 bet on place on a winner which was voided, so that should be paid



I can give you the bet number on that bet if u need it.



And all other losing bets must be voided if they are just voiding the winners



Im looking forward to your reply



Regards

Hi Gwelly1950,

There were no issues with the race that would require voiding of any bets that were not placed using the defective rebet feature.

Was the eachway bet placed via the rebet feature?

Thanks,

CasinoReviews.com Complaints Team

So have all the losing bets on that race using the rebet feature been voided too, or just the winning ones? That's the major issue i have

In response to the ew bet



I had 50ew on Gasparo bet Id 4886768, 4886769 (Betiton) thats the id for both the win part and place



The odds on the win was 85 and the place 16.25 so going by their logic there is no reason not to get paid out €762.50 on that bet.



Also
I have counted up losing bets from that race that were losers on the race using the rebet option that havent been voided as they didn't place!! And its not in their best interest to void the losing bets i did. The total comes to over €1200 across mr play, betiton and Mr hopa. It makes no logic sence for those bets not to be voided too just because they were losers?


Im sure you are in agreement, but Aspire aren't?



Please can you try sort this out



Thanks

Hi Gwelly1950,

While we agree that there's other ways that this could be resolved, the contract allows for the operator to void bets in case of a malfunction. In this case there has clearly been a malfunction so the operator are within their rights to opt to address this by voiding the bets.

Please provide a list of lost bets that you believe were placed via the rebet feature, that were each way bets, and we'll address these with the operator.

Thanks,

CasinoReviews.com Complaints Team

Thank you for getting back to me quickly.


If Aspire group want to fall back on one of the hundreds of terms, so be it, but they can't have their cake and eat it!!

They surely can't just void only the winning bets on the race and not void every single bet from the race using the rebet feature, as that would be ridiculous,that would make a joke of the whole system ?  Instead of losing lots of money on the race they voided all the winners and not the losers so they made 1375 euro on the race from me for doing such an act. I don't understand how you can let them get away with that





Here is the List you requested





I have made up the list of bets using the rebet feature ("malfunction") from each of the three Aspire Books and also the 50 euro each way bet without using the rebet feature



Betition



Each Way Bet (Not Using Rebet Option)

50ew Bet ID 4886768 AND 4886769 Horse Gasparo worth 762.50 Euro



60 Euro Bet ID 4886766, Horse Do the Maths

95 Euro Bet ID 4886920, Horse, Interierur

50 Euro Bet ID 4887468, Horse, Glenriver

50 Euro Bet ID 4887478, Horse Boston



Total 255 (rebet option)

762.50 Each bet payout for 50ew gasparo



Total 1017.50 Euro



Mr Play



35 euro Bet ID 4886707, Horse Glendrive

40 euro Bet ID 4886714, Horse Boston

95 Euro Bet ID 4886734, Horse D B Cooper

50 Euro Bet ID 4886800, Horse Shuil

95 Euro Bet ID 4886907, Horse Interieur

55 Euro Bet ID 4886956 Horse Harvey

50 Euro Bet ID 4886964 Horse Darcys

75 Euro Bet ID 4887310 Horse Realtin

95 Euro Bet ID 4887456 Horse Interierur



Total 590 Euro



Hopa



50 Euro Bet ID 4887339, Horse Del Girl

50 Euro Bet ID 4887326, Horse Glenriver

50 Euro Bet ID 4887287, Horse  Hollies

50 Euro Bet ID 4887275, Horse Harvey

50 Euro Bet ID 4887249, Horse Real

35 Euro Bet ID 4887181, Horse Camino

50 Euro Bet ID 4887137, Horse Darcys

50 Euro Bet ID 4887056, Horse Harveys

50 Euro Bet ID 4887029, Horse Hollies

95 Euro Bet ID 4886825, Horse D.P Cooper



Total 530 Euro





Total over the three books Is 1375 Euro Using the Rebet Feature



And 762.50 Euro From A normal each way bet



Grand Total 2137.50 Euro





If you have any questions please please ask, as I will answer any questions honestly and not hide behind random terms and conditions



Thanks for your help so far



Regards

Date – 28/04/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 05/05/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 12/05/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 19/05/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 26/05/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 02/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 09/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 16/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

CasinoReviews.com Complaints Team

Its been 2 months now, why is this taking so long, to void the losers and pay me out on the 50ew bet?


Thanks

Date – 30/06/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 07/07/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 14/07/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Date – 21/07/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Gwelly1950,

We've now gone through every detail of this claim with the operator.

You are correct, there are a number of losing Rebets that were subject to this technical fault that have not been refunded. However, in terms of funds there are a far larger number of Rebet wagers, that were subject to this technical fault but that were paid out before the operator identified the technical error. These total to winnings that should not have been paid out of €7913.99. The operator is legally entitled to seek to recover these payments under the terms of the user agreement that you engaged. They have chosen not to pursue these funds any further but given as this amount is substantially more than the non-refunded losing Rebet wagers you should consider this sum to include that total.

With regard to the two wagers that you claim were voided erroneously:

4886768 - this was not an Each Way Bet. It was a straight wager on horse Al Gasparo winning. Al Gasparo finished second as can be confirmed here - https://www.hri.ie/results/race-result/?meeting=2024-011&race=1405. As such this wager has been settled correctly as a loss.

4884749 - the operator has reviewed this bet and established that it does appear to have been settled incorrectly. Rather than pursuing further investigation via their sports betting provider as to why this bet has been settled in the manner it has, they have decided to offer to settle this bet as a win now. The win amount is €812.50.

Please provide a recent bank statement showing the bank logo, your name, IBAN and BIC/SWIFT codes. Please note that the operator are unable to issue payments to the following financial institutions:


- Think Money
- Virgin Money
- CardOne Banking
- Spectrum Payment Services
- Yorskshire Buidling society
- Revolut Banking
- Monese
- Starling bank
- Monzo
- Monese / Prepay Technologies

Once you've provided the requested statement, the operator will issue payment to your account.

Thanks,

CasinoReviews.com Complaints Team

Hi Gwelly1950,

We're following-up on our previous communication - please provide a recent bank statement showing the bank logo, your name, IBAN and BIC/SWIFT codes. Please note that the operator are unable to issue payments to the following financial institutions:


- Think Money
- Virgin Money
- CardOne Banking
- Spectrum Payment Services
- Yorskshire Buidling society
- Revolut Banking
- Monese
- Starling bank
- Monzo
- Monese / Prepay Technologies

Once you've provided the requested statement, the operator will issue payment to your account.

Thanks,

CasinoReviews.com Complaints Team

Sorry, i was away, ill send this tomorrow

Thanks

I have attached my bank statement , with the bank Logo , my name and Iban number


I hope this can all be sorted without any issues



Regards

Hi Gwelly1950,

Thanks for providing that. We'll contact the operator.

CasinoReviews.com Complaints Team

Date – 18/08/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Gwelly1950,

The operator informs us that your payment has been processed. Can you confirm receipt of your funds?

Thanks,

CasinoReviews.com Complaints Team

Hi Gwelly1950,

Thanks for the confirmation - it is appreciated 🙂

CasinoReviews.com Complaints Team

This player has exploited a technical error meaning their winnings were not valid. However, we have managed to get a bet settlement issue corrected for them.

Good Morning
 
 Last month I did numerous bets on a race at Fairyhouse  on the 24th of January the 14.05
 For some reason they(Hopa,Mr Play and Betiton paid out all the winning bets as normal but a few minutes later they took back the winning bets and put them as pending , they stood as pending bets for over 5 days . They then decided to void them claiming an error in their pricing.
 There was no error in the prices , it was a weak excuse not to payout the two horses that placed, and they obviously didn't void all the losers I had on the same race, and if my winning bets had not placed , they definitely wouldn't have voided them!!!
 
 AL Gasparo and Jasmin De Cotte were the two horses that placed that they voided
 
 The place part of the bet on Gasparo ranged from 16.25 - 18.00 while the win ranged from 85.00 to 51.00
 
 The place part of Jasmin ranged from 5.5 to 7.0 while the win ranged from about 28.0 to 21.00
 The places of these horse were normal and definitely not a palps. The win prices were also normal and were in or around the same prices as  other bookies doing the race
 
 I have attached all the bets I had on the two placed horses from Hopa , Mr Play and Betiton, plus a screenshot of Betfair´s starting price
 
 They didn't give me a dispute code , but said the matter is closed as far as they are concerned the bet Id numbers list are 
 
 Hopa  
 
 4887435
 4887395
 4887255
 4887194
 4887039
 4886932
 4886821
 
 Mr Play
 
 4886727
 4886787
 4887075
 4887461
 
 Betition
 
 4886769
 4886745
 
 
 I can give you all the photos of my losing bets on the race too if required ?
 
 I can make three separate claims if its better, against Betiton, Mr Play and Hopa if its better? As they are all from the Aspire group maybe its best to just do one for all three?

Hopa Casino - 24th January Fairyhouse Race

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com