The player from Austria complained about Hugo Casino limiting and canceling his winnings of €35,047.20, despite having deposited only his own funds without using bonuses. After being assured by support staff that his funds were secure, he received communication stating a €3,500 maximum withdrawal limit based on rule 9.2, which he believed was misleading and unjust. He requested mediation to ensure his winnings were honored. We were unable to proceed further because he did not respond to our messages, inquiries, or reminder. As a result, the complaint was closed for the moment due to lack of cooperation.
Hugo Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €35,047
Hugo Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
1 month ago
Dear Alex99,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Michal
Casino.Guru
