Hugewin Casino - Pelaajan voitot takavarikoitiin.

Hello, on 22 April i have made deposit of 100$ and got 100$ bonus. Then i played 100 bit Dice Slot which was among Slot section. Moreover they had no explicit rules which games i can play and which can not with bonus money. I got lucky and won 4000 usd. Then i played some slots to fulfill wagering requirement. At the end i had 5700 usd at my balance. I requested withdrawal, but they changed my balance and said that i broke their rules.

Dear Fayzer,

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. 

• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Did the casino specify which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Hello. They have only one welcome bonus.

https://hugewin.com/ru/promotion

Thank you very much, Fayzer, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Fayzer,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Hugewin Casino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Fayzer,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-1) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter