Hopa— player complaints: 22 in English

Hi I've been dealing with Hopa casino due to an account being set up in my name. I have been subject to fraud in the last month with my bank contacting me on the morning in question to state there was activity on my account and a log in to my bank from another phone. My card has been changed 3 times in the last 2 months due to an issue since receiving a new phone from Three. A scan was eventually done on my phone and there were 16 malware found on it which was cloning my data. On the morning of the 11th March I received a text from Nationwide or which i thought was a genuine text from Nationwide stating my account had been blocked due to incorrect log in attempts. Still sleep I clicked this link and I've had nothing but problems since. I also received an email from PayPal stating they had blocked my PayPal due to suspicious activity and log in from other parts of the UK. On the 12th March I woke up and went to work and once again received another call from Nationwide stating they were concerned for activity on my account. They advised there had been activity using an old device (the device which was returned to three in february via recorded delivery). They went through transactions and there was loads I didnt recognise including £5114.75 to AG Comms. I searched this company as I didn't know who they were and started calling the companies associated with AG COMMS and was advised the transactions were for Hopa. I had never previously heard of Hopa and the account which was set up had been done so that evening. I raised a complaint stating this was somebody defrauding me and that I wanted them to look into the account. The account was in my name and all the details were correct however an old previously blocked card due to fraud was attempted to be used on the account. I asked why somebody would be allowed to deposit over £5000 without any verification checks. I was advised that there would have to be checks done for over £500 or else no deposits would be allowed until this was done. At this point I thought not only was somebody using my bank details but also my identity so began to panic. The agent raised a complaint. I was then contacted by [EDIT] who stated she was my account manager at 14:27 on the 26th March I believe. [EDIT] talked through everything with me and confirmed that I was given the correct information and that when the deposit amount goes above £500 'KYI' checks have to be done. I asked why this level of protection by the company to protect the consumers wasn't done and she said it was. I advised I definitely didn't send any identity or anything like this and asked to be sent copies to see what was going on. When [EDIT] looked into it further she said that somebody had clicked 'approve' on the verification checks even though HOPA never received any documents from anybody regarding this account. [EDIT] advised me that the security checks had failed me as a customer and as I didn't deposit this money and Hopa hadn't protected me against this that she would look at getting my money back. She advised she would contact me again in a few days. By the 4th April I still hadn't heard from [EDIT] so I contacted Hopa by phone again and spoke to [EDIT] @ 1:45pm. [EDIT] advise she would have [EDIT] contact me asap but whilst on the call also confirmed that if the checks hadn't been done (which they hadn't been) the deposits would not be allowed to go above £500 until these had cleared, the 2nd agent to confirm this. [EDIT] also advised that the verification checks were approved on the 14th March... 2 days after I made my complaint regarding this issue which I find very convenient since I was advised deposits over £500 wouldn't be allowed until these had been approved. I again asked [EDIT] for copies and was advised although documents were showing as validated, they hadn't actually received anything in regards to this which was an issue at their end. Again I was advised she would arrange for [EDIT] to contact but till today still no luck. I have responded to the email I received numerous times to try and get some resolution but nobody is responding and now when I try and call the number provided on the Hopa site it's cutting off as if its disconnected. I don't know what else to do to try and resolve this. Hopa have admitted documents were not sent but we're approved. If this mishap hadn't happened I would be angry at the fact somebody had defrauded me for £500 and looked at my options for getting it back, however due to system/technical/admin error this figure is over £5000. I hope you can help... any questions don't hesitate to contact. Thanks [EDIT]

Rejected first attempt at withdrawal of £90 after more than 2weeks “pending”. Currently waiting for withdrawal of £50 after 2 weeks “pending” Chat complaint system doesn’t connect. No reply to several email attempts. No explanation of denial.