HugoBets Casino - Player's balance has been removed.

On March 20, 2026, I deposited €500 and played blackjack using real funds.

My balance increased to approximately €1232 through normal gameplay. I did not use any sports betting features, and all activity was limited to casino games.

At the time of withdrawal, I was informed that a €1.44 bonus was active on my account. This bonus was not manually claimed – it was an automatic "level reward".

I cancelled this €1.44 bonus.

Immediately after cancellation, a system error occurred and my entire balance dropped to €0. The account later showed only €20.03.

Important facts:

The €1.44 bonus is negligible compared to the €1232 balance

My gameplay was standard blackjack using real funds

I did not activate or rely on any bonus to generate my winnings

The bonus was wager-free

No visible terms indicated that cancelling such a bonus could remove the entire balance

This is not a withdrawal delay.

This is a balance removal following a system error.

The casino has not provided:

any rule or clause justifying this action

any calculation explaining the balance removal

any clear explanation despite more than 10 days of communication

To support my claim, I have attached two PDF files:

"I Love PDF_Merged"

This document contains all email exchanges with the casino support, showing repeated generic responses and lack of resolution.

"I Love PDF_Merged (1)"

This document contains my account activity, including:

bonus history

gameplay logs

confirmation that no withdrawal was made

proof that my balance increased through normal casino play

I request full restoration of my balance.

This case has been ongoing for more than 10 days without resolution.

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Dear PURGETM,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you didn't place any bets after the bonus was credited to your casino account?
• Also, do I understand correctly that the casino didn't specify any rule that was used to reduce your winnings?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your response and for looking into my case.

To clarify:

• Regarding your first question:

To the best of my knowledge, I did not intentionally use or rely on the €1.44 bonus. My gameplay was normal blackjack using my deposited funds. The bonus was automatically credited as a level reward, and I was not aware of it being active at the time of play.

• Regarding your second question:

Yes, that is correct. The casino has not specified any exact rule, clause, or violation that would justify the removal of my balance. Despite multiple exchanges, I have only received generic responses stating that the case is "under review."

Additionally:

- The casino has acknowledged that a €1.44 wager-free bonus should not affect my real balance

- No warning or violation was ever communicated to me

- The balance was removed instantly after cancelling the bonus, along with a system error

I have already provided full documentation, including gameplay logs, bonus history, and email exchanges.

Please let me know if you need any further details.

Kind regards, 

Sulyvan

Dear PURGETM,

Thank you for your email. Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of HugoBets Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from HugoBets Casino.

Since this casino operates without an official license, I am not able to recommend any further steps. I wish I could be of more help.

The casino can reopen this complaint anytime.