Hugo Casino - Pelaajan voitot on takavarikoitu.

Hugo casino stole 66500.10 euros from me and left 3500€

I deposited €500 with a credit card and won that €70,000.

How is this even possible??

1.6 Users must use all services provided by the Company in accordance with the Terms of Use and applicable restrictions.

We regret to inform you that your recent withdrawal request of €1,500 has been cancelled.

Furthermore, your winnings of €66,500.1 have been confiscated in accordance with our General Terms and Conditions, in particular section 9.2, which states:

Players who have made five or fewer deposits have a maximum withdrawal limit of €3,500, regardless of whether the welcome bonus was used.

Hugo casino varasti minulta 66500,10 euroa ja jätti 3500€

talletin luottokortilla 500€ ja voitin sillä tuon 70000€

Miten tämä on edes mahdollista??

1.6 Käyttäjien on käytettävä kaikkia yrityksen tarjoamia palveluita käyttöehtojen ja sovellettavien rajoitusten mukaisesti.

Meidän on valitettavasti ilmoitettava, että äskettäinen 1500 euron nostopyyntösi on peruttu.

Lisäksi 66500,1 euron voittosi on takavarikoitu yleisten käyttöehtojemme, erityisesti kohdan 9.2, mukaisesti, jossa todetaan:

Pelaajien, jotka ovat tehneet viisi tai vähemmän talletusta, enimmäisnostoraja on 3 500 euroa riippumatta siitä, käytettiinkö tervetuliaisbonusta.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many deposits have you made into this casino so far?
• Did you accumulate your winnings with or without a bonus?
• Could you please specify which games you played to accumulate the winnings you've been trying to withdraw?

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

Hi,

I only made one deposit. 500€ by credit card

I played without a bonus.

I played basic slot casino games and my biggest wins were from the duck hunters game.

Moi,

Tein vain yhden talletuksen. luottokortilla 500€

pelasin ilman bonusta

pelasin perus slot kasino pelejä isoimmat voitot otin duck hunters pelistä

and I have withdrawn €500 and now I have made another €500 withdrawal request on 7.9.2026

ja olen saanut nostettua 500€ ja nyt olen tehnyt toisen 500€ nostopyynnön 7.9.2026

Dear koko981

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello koko981,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Hugo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

We would like to inform you that we have sent a detailed official response regarding this matter directly to your support email.

Please kindly review the information provided in our email and let us know if any further details are required.

Thank you for your assistance.

Best regards,

Hugo Casino Team

Hello,

There has been no response to my email, at least not yet!

When was this email sent?

Hei,

Minun sähköpostiin ei ole tullut mitään vastausta ainakaan vielä!

millloin tämä sähköposti on lähetetty?