The player from Portugal submitted a complaint regarding an unpaid affiliate commission, claiming they were owed €2,000 by HugoCasino as part of a promotional partnership. After reviewing the case, the Complaints Team determined that the issue was related to an affiliate deal, which falls outside the scope of the complaint resolution services. As a result, the complaint was rejected, and the player was advised to seek assistance from legal professionals regarding their contractual dispute with the casino.
Hugo Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: €2,000
Hugo Casino
Safety Index:HighCase summary
Discussion
Public
Public
4 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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.
Public
Public
4 months ago
Dear player, I regret to hear about the issue you're facing. However, I must clarify that we have to reject your complaint, as we do not handle cases related to affiliate deals. Our platform solely focuses on mediating issues between players and online casinos. Given that your partnership with the casino involves a legal contract, I would recommend addressing these concerns with legal professionals who specialize in such matters.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
