HugoBets Casino - Player’s withdrawal is delayed.

Hello, I have a withdrawal of €300 in progress since March 6, 2025. My documents were verified and validated on March 8. The casino promises to validate withdrawals within 48 hours, but my withdrawal is still pending to this day. Can you please help me? Thank you for your understanding and response.

Dear Obob95,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good morning

I will keep you informed of the status of my withdrawal, which to date has still not been processed by the financial department, despite my documents having been successfully verified. Thank you.

Hello, the casino has just asked me again for my bank statement that I already sent on March 8th and which had been approved. I just sent it to them again and it was approved. Now the procedure to validate the withdrawal must resume 48 hours, so this casino is asking me for the same documents again to delay the withdrawal and not pay me.

Hello, I received my winnings of €300 today. Thank you for your help.

Dear Obob95,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru