HomeComplaintsHugoBets Casino - Player claims that payment has been delayed.

HugoBets Casino - Player claims that payment has been delayed.

Closed
Our verdict

Player stopped responding

Amount: €500

HugoBets Casino
Safety Index 4.1 Low

Case summary

The player from Norway had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The player claimed to be fully verified and disputed the casino's delay, citing a 48-hour processing time in the terms and conditions. We advised the player to wait at least 14 days for processing and requested updates after this period. Due to the player's lack of response to follow-up messages, the complaint was closed without resolution.

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2 months ago
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WARNING!!! HUGOBETS!!!

I must unfortunately state clearly and unequivocally that I can only advise against this casino!

They are trying to constantly delay the payout, even though it was successfully completed without problems just a few weeks ago, the current documents are regularly rejected...!

Despite multiple submissions of the profile with full verification, support claims there are technical problems...

Furthermore, they are exceeding their own terms and conditions regarding the duration of a payout! All in all, the casino's conduct is untrustworthy and completely unprofessional!

I can only warn everyone against investing their own capital, because it's like playing Russian roulette at the casino...

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2 months ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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2 months ago

Dear Tekkney90,

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 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

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1 month ago
deTranslationgb

I'm certainly not going to wait that long! The terms and conditions clearly state a 48-hour processing time! If you make up this rule yourself, you should stick to it! A complete failure.

I'm fully verified! But support says I'm not...!?! Even though everything worked perfectly 5 weeks ago, which is a strong indication that something's wrong! And I'm not the first one with these kinds of problems...!?

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1 month ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 month ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 month ago
deTranslationgb
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 month ago

Dear Tekkney90,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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1 month ago

Dear Tekkney90,

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.

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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,
Karla
Casino.Guru

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