The player from Austria had experienced a blocked account when he attempted to withdraw winnings of 1,500. The issue had arisen due to the casino's requirement for account verification, a process the player initially struggled with. However, after communicating with the Complaints Team who explained the importance of the Know Your Customer (KYC) process, the player had been able to successfully complete the verification. Consequently, the player's winnings were paid out and the complaint had been resolved.
HugoBets Casino - Player's account blocked during winnings withdrawal.
Resolved
Our verdict
Case closed
Amount: €1,500
HugoBets Casino
Safety Index:Below averageCase summary
Discussion
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1 year ago
Dear Potti995,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to [email protected].
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
1.5 years, now they want verification, slot games without bonus
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1 year ago
Translation
Verification doesn't work at all. Tried for 2 hours. Very ambivalent. intention😂😂🙈🙈
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1 year ago
Hi Potti995,
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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
Thank you.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Potti995, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
