The player from Germany had been trying to withdraw 400 euros since June 22, 2027, but his request had been canceled three times due to technical problems. He was fully verified, but he was not receiving responses from email support or live chat regarding his issue. The winnings came from a 150% wager-free bonus, and he had already met the bonus cap. He had tried Instant Bank Transfer and MasterCard, but both payout methods were repeatedly canceled. We were unable to move the case forward because the casino had a long record of no response and cooperation, so the complaint was closed as unresolved.
HugoBets Casino - Player's withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 58
Amount: €400
HugoBets Casino
Safety Index 4.1 LowCase summary
Discussion
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3 weeks ago
Translation
Hello, since June 22, 2027 I have been trying several times to withdraw my payment of 400 euros.
But it has now been cancelled for the third time in a row. The reason each time was technical problems.
Email support is not responding to any replies and live chat is not responding to my problem.
Daily contact is futile.
This is not my first withdrawal and I am fully verified.
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3 weeks 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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3 weeks ago
Hello,
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.
- Have you accumulated your winnings with or without an active bonus?
- Could you let us know how long did your last successful withdrawal took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
TranslationGood day,
It was a win from a 150% wager-free bonus.
This has allowed me to request a payout at any time.
The maximum payout from this bonus was 10 times the bonus amount.
I achieved this with the 400 euros.
My last successful payout was in my account within 48 hours.
The last successful method was the Instant Bank Transfer method.
I selected this option twice for this prize, but it was cancelled twice due to a technical problem.
I chose MasterCard as the payout method because it was also my last deposit method.
But this too was cancelled after days of waiting due to a technical problem.
Regards
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3 weeks ago
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Update:
It's now been cancelled for the fourth time in a row. The reason, once again, is a technical problem. I've been hearing this every time for the past two weeks with these four cancellations.
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3 weeks ago
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This is today's update. I just received a message from the payment department. Can you help me?
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3 weeks ago
Translationpayout
2026-07-08 03:29:36
-400EUR
FAILED
transaction_id 766473
It's been cancelled again.
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2 weeks ago
Hello BoscaFvN,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 week ago
Thank you for your response. 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.
