Hugo Casino - Player's account has been closed unfairly.

Complaint Title: Misleading Wagering Progress UI and Unfair Account Closure at Hugo Casino

Complaint Details:

I am submitting this complaint against Hugo Casino to request a refund of €230. My claim is based on a deceptive/malfunctioning user interface (UI) that led me to lose my funds, followed by an immediate and unjustified account closure.

The Incident:

I deposited €32 and accepted a 200% bonus.

After playing for some time, my real-money balance was €252.

I checked the wagering meter, which showed 43/45. In any standard casino environment, this indicates that 43 out of 45 parts are complete (95%+ finished).

Based on this visual information, I decided to continue playing the final "2 units" to complete the requirement and withdraw.

However, the meter then reached 45/45and continued to 45/46 without completing the wagering. This proves the UI was misleading and not showing a percentage or a remaining amount, but likely a multiplier that confused the actual progress.

The Unfair Closure:

When I contacted live support to ask why the wagering was not finished after the meter hit 45/45, I was not given an explanation. Instead, Hugo Casino immediately blocked my account and confiscated my balance.

My Argument:

Had the meter correctly shown that I was only halfway through the wagering (or whatever the true progress was), I would have stopped and withdrawn my €252 real-money balance. I was tricked into risking my funds by a deceptive progress bar. Furthermore, closing a player's account simply for asking a question about a technical error is a "bad faith" action.

Evidence Attached:

Screenshot showing the meter at 43/45 while I had a high balance.

Screenshot showing the meter at 45/46, proving it was not a standard progress bar.

Proof of my €32 deposit.

Desired Outcome:

A full refund of the €230 balance held at the time of the account closure.

Evidence of System Error:

To prove this was a recurring technical issue and not a one-time glitch, I made a second deposit after the first session was lost. This second deposit confirmed the wagering meter was consistently misleading (showing 45/42, 45/43, etc., instead of a standard 1-100% or currency-based countdown). I have attached screenshots of this second session as clear evidence of their faulty system.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What were the exact wagering requirements of the bonus?
• The screenshot you provided shows an active "freespin win", not the wagering requirements of the entire bonus.
• What was the real-money balance in your account when the casino closed it?
• Have you received any emails or other explanations as to why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I cancelled the bomus I don’t have the screenshot for that specific bomus i just deposited again and used it as evidence the wager meter is the 45 as shown in the image on top of the credited free spins I’m just showing that their wager meter is wrong and faulty

You can see my real money win excluding the bonus is 230 and look where it says wager 45/5.6 I thought th meeting wagering was 45/45 means fully wagered but when it went to 45/46 I than known it was 45/100 to be fully wagered

I’m only complaining about theur wager meter most casino show the wager amount for e.g 2800 and every time you wager it climbs up tipp

it reaches thr 2800 full mark or they show you as a percentage such as 100 percent and you climb from 1 percent till you reach 100 percent means fully wagered they only showed 45/ and I assumed the fully wager meet and completed is 45/45 thats false advertisement and false information showing it like that if it was shown correctly I wouldn’t have lost my real balance i would have withdrew it and cancelled my bonus

No I emailed them expressing my concern for the wager meter however they just blocked my acvount with no reply and if I wasn’t mislead by the wager meter I would’ve of withdrew my money whu would I waste it when I had 230 excluding the honus amount of 64 I coukve of withdrew I had 252 when it showed 45/43 I assumed fully wagered meant 45/45 so I carried on till it reached 45/46 by then half of my balance was gone and in frustration i just finished of the rest of the balance i want a full refund had I know it would exceed 45 i would of withdrew it and cancelled the bomus the free spins wager it’s just a example of the wag meter as I deposited to show you proof it’s not the old bomus I cancelled it and the wager meter got cancelled I’m sure the casino has stored data and they can show you as proof if it comes to that

Hello,

Thank you for your patience while we reviewed all the available information.

After carefully examining the screenshots you provided and the explanation from the casino, we were unable to find evidence of a system malfunction or misleading interface.

The wagering requirement of the bonus was set at 45x, and the wagering meter displayed the progress in percentage form. The counter must reach 100% for the wagering requirement to be completed. The number "45" refers to the multiplier of the wagering requirement, not to the final value that must be reached in the progress bar.

While we understand that the display format may have caused confusion, the percentage indicator was present, and there is no indication that the system was functioning incorrectly.

Additionally, based on the information available, the remaining balance was lost during gameplay and was not confiscated by the casino. Since the funds were used to continue playing while the bonus was still active, and no technical malfunction has been demonstrated, we do not have sufficient grounds to request a refund from the casino.

For these reasons, we are unable to proceed further with this complaint and must consider it rejected.

We recommend always contacting live support immediately if any aspect of a bonus or wagering requirement is unclear before continuing gameplay.

Best regards

Veronika