HugoBets Casino - Player's withdrawal is delayed.

I requested withdrawal first time on thursday last week, march 27th and got asked to do the KYC. I did and requested withdrawal again. It got cancelled so I requested a new one friday 28th. Now they just tell me wait and do not answer me at all on the live chat. Im getting pretty pissed off. I deposited 350 nok and it was with bonus money but I did not use any of it so when I went to withdraw there were no T&C for the money.

What the heck do I do.

Dear Ufsern,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better assist you in resolving this matter, could you please provide more details by answering the following questions:

• Could you please specify if you passed the full KYC verification? Which documents have you provided, and when exactly did you submit the last one?
• Did you use the same payment method for your withdrawal as you used for your deposit?
• Did you play with or without a bonus?

Please note that we usually recommend players wait up to 14 days for their withdrawal requests to be processed and appear in their bank account. This delay may be caused by a high volume of withdrawal requests, an investigation of the gameplay, unfinished verification, or other external factors the casino cannot always influence.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I passed the full KYC verification according to their support team. I used the exact same payment method for withdrawal as I did with the deposit and I did not play with bonus. I deposited with a 350% bonus with no requirements and when I tried to withdraw first time I lost the bonus money and were about to withdraw the real money. All of a sudden my withdraw request got cancelled on monday so I had to restart it and tried withdrawing 4200 NOK now and played a little more with 700 of the money. Now I dont get any kind of response by the support on site or email. I got an ticket so they could look on my case and would get back to me but still no response for a lot of days. Last message I got was that withdrawals take up to 48 hours but still not received anything

Please forward me all the communication between you and the casino customer support regarding the issues with your verification and with the delay in the processing of your payment at [email protected]. Kindly send me a screenshot of your withdrawal history as well. Thank you for your patience and cooperation.

Dear Ufsern,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.