Hugo Casino - Player's withdrawal is being delayed.

I deposited 40 and 100 euros.

While playing, I won 40.

I had a balance of 180.

I tried to withdraw it but it wouldn't let me; they are forcing me to keep betting or I can't withdraw my money. I didn't take or accept any bonus; I simply deposited my money, won 40 euros, and now they won’t let me withdraw it. What kind of casino forces you to bet more or a certain number of times just to withdraw your money? Not even letting you withdraw your own money, let alone any winnings or benefits. THIS IS A RIP-OFF.

Hello Jugoncillo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Hugo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is this your first ever deposit into the casino?
• Did they specify how much is left of your wager?

Please note that it is common in almost every single casino to wager your deposit. It server to prevent AML (Anti-money laundering) and the player has to respect it.

Looking forward to your answer.

Regards,

Nick

Dear Jugoncillo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.