The player from Sweden faced difficulties withdrawing 700 EUR after their request had been cancelled six weeks prior. Despite having completed verification and submitted the necessary documents, the casino requested additional information due to a change in their bank card, warning of potential confiscation of winnings if verification was not completed in time. The Complaints Team had extended the response time for the player to provide the necessary information, but the player did not respond, which led to the rejection of the complaint.
Hugo Casino - Player’s withdrawal has been delayed and account is at risk.
Closed
Our verdict
Player stopped responding
Amount: 700 kr
Hugo Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Translation
Hi! This is what the casino writes even though I verified myself and also sent a bank statement IBAN/BIC number, the thing is that my bank blocked my card and I got a new number but they are asking for this when they put the 700 euros in, I played for 50 euros left as a win is 650 euros, I have never had anything like this happen before and need your help now
Yours sincerely CB
Greetings from Hugo Casino!
We would like to inform you that your withdrawal request of 700 EUR has been cancelled and returned to your balance.
We remind you of the need to complete our mandatory verification process.
Based on the rules clause in the general terms and conditions:
2.6.1 To prevent fraud and to add an extra layer of security to your transactions, Hugo Casino performs identity verification and payment authentication:
- An account holder must complete account verification after making a withdrawal request or upon request from the Risk Department. This can be done by uploading requested documents on the Hugo Casino website. If you have any further questions regarding the verification process, please contact the Finance Department directly by sending an email to: ;
- All documents must be provided within 30 (thirty) calendar days from the date of withdrawal request. If you do not verify your account within the stipulated time, winnings will be confiscated and your account will be permanently closed due to failed verification process.
As a valued member of our casino, we want to avoid any inconvenience to you, such as potential confiscation of winnings or closure of your account due to incomplete verification.
Thank you for your attention to this important issue.
If you have any questions, we are happy to help you via live chat or email.
Kind regards,
Hugo Casino's risk department
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Am I correct in understanding that your bank blocked the card you used for depositing into this casino? If so, do you have any official documents that could serve as your proof of ownership of this card?
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
