Hugo Casino - general discussion

If you want to discuss anything related to Hugo Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Hello,

I successfully completed my first withdrawal from Binance, and while the funds have been sent, they are still pending in Revolut. Since I don’t have a Visa card, I couldn’t deposit directly from Binance to my bank account. Instead, I used Revolut to transfer the funds to my Maestro card.

I'm happy to report that the first funds have come through. Thank you for your help and assistance!

Best regards

Let me know if you need further adjustments!

Thank you for the good news! I will also inform Nick that you no longer need his assistance.

Just to get some idea about the situation; how long did it take for you to get the money from this casino, please? If I'm not mistaken, this is just a portion of the disputed amount of €4,500. Did I understand correctly? 🙂

It took about three days, and now I have $3,500 left. I withdrew $500, gambled away another $500—oops—and I still have $1000 pending. There’s $2,500 left in my account, and I plan to withdraw $500 more every day.

Excellent so be sure to let me know if the other withdrawals went well and if everything turned out okay. I'm glad you can enjoy your money. 

If anything happens, feel free to write. 😉

Just wondering what everyone’s RTP settings are for pragmatic games on this site, last night it was showing high 96% and now tonight it changed to 94%?

did this change happen to everyone’s pragmatic games or just my profile

mainly talking about the big bass games

Hi, if you are talking about the same game, could you also make a screenshot that you have different RTP one day than the other? I know there's a series of these games and I'm not sure if each one has the same RTP, so if it's happening on the same version of the game it's quite interesting because I haven't come across that before. 

Alternatively, did you try to point it out to the casino that you noticed something like that and what's behind it? 🤔

Hello Jaro, I have a problem with Hugo Casino. I signed up for Hugo Casino and made a deposit of 50 euros and won 300 euros in a short time. But the problem is that I did not verify the account before making the deposit. So I cannot withdraw 300 euros if I do not verify the account. I sent them my ID card with my address on it and which was issued by the Ministry of Justice, i.e. the Ministry of Internal Affairs. But they ask for proof of address, an electricity or telephone bill, a bank statement. I sent that too, but they keep rejecting me saying that the documents are not real and now they can no longer be verified because I have tried several times and they have persistently rejected me. I sent them an email and now I am waiting for a response but I am afraid that there will be no response, the customer service tells me that they have nothing to do with it. Now I wonder what to do.

Thanks for sharing your experience, and I’m really sorry to hear you’re having such a tough time with Hugo Casino.

It sounds like you’ve done your part by sending in your ID and proof of address, but they keep rejecting the documents. Did the casino specifically say that the documents were forged or fake? Or did they just say they weren’t valid without giving a clear reason?

Are you still able to communicate with them, or have they stopped replying altogether? And how long has the whole verification process been going on?

If you’re not sure what to do next and they’re not responding or keep rejecting your documents without a proper explanation, would you be interested in submitting a complaint through our Casino Guru Complaint Resolution Center so we can try to mediate?

Hello Jaro, I successfully solved the verification just today, I received confirmation that the verification was successful. I'm just waiting for the withdrawal, they ask a lot for confirmation, everything twice, even proof of payment, I haven't gone through it anywhere yet, and the good thing is that I solved it now I can continue playing. I no longer go to 5 Gringos and Wazamba casino because their withdrawals are long and painful. I'm sorry that Evropa casino closed, they were good and fair payouts to me They paid out for 2 days even on the weekend, if you know a casino similar to Europe, I would like you to recommend me a casino. Best regards Mario

Great, good news that you have passed the verification and now you will just wait for the money to arrive. 

As for the casino recommendation, I'd like to do that but withdrawals are sometimes not just black and white. They depend on a lot of things, so I probably wouldn't be objective in this case. But if you find a casino that is treating you right and you don't have problems there, I would definitely stick with it. 

So if you receive money, let me know.🙂

This is very well known that gaming providers like pragmatic have different versions of there same games that they ofter to casinos. Same game 3 different RTP settings, email pragmatic and ask like I did they confirmed this.

Hugo went for there best 96.7 version down to there worst 94% and told no one.

they play dumb when you ask them at Hugo they don’t want to admit it, I have since deleted my account and won’t go back

Hello, Jar is off, so I hope you don't mind me stepping in.

What you just described is indeed a common situation and, based on your post, still quite popular. What I see as a real problem is when the game shows different RTP to players.

It's not worth spending money on this betting site. Account verified instantly but bank documents never updated. I withdrew only €20 and to this day I haven't received it. The money has disappeared from my gaming account and has not entered my bank account.

Could you advise us when all this happened, please?

Hopefully our complaint team could still help and solve the situation.

Hello everyone,

I just wanted to report on a win of around €20,000 at this casino to make sure it is documented somewhere in case there are any problems with the payout.

So far, I've paid out about €3,000 in increments of €500, and I'm very satisfied. Customer support is very responsive, open, and extremely friendly.

It was played without any kind of bonus. I am fully verified.

Since I've had an online casino account blocked in the past for winning this amount, without any reason, I just want to have this here as additional proof.

I will update as soon as the money is paid out or if there are any problems

Thanks.

Well, I hope that they will continue to pay your winnings out without any issues, for sure.

Please keep us updated about how it goes, and if you need our help, we're here.

I hope people are reading terms out there. Some really bad terms in these casinos.

MAx win from welcome bonus is $500. Even if you deposit $600. Dont believe me ..go read the terms?

Rating should be lowered to about 3.

Would you mind adding the specific term you’re referring to? I really appreciate how you're able to spot potential issues with the Safety Index recalculation. Just to clarify, our process always starts with an investigation, so changes might not happen immediately.

I have to say, your recent posts are incredibly thorough. If possible, could you share any specific rules or texts you’d like us to look into? That way, someone from the team can follow up properly. Thanks a lot for your effort and input; it doesn’t go unnoticed. Yes, you may always use this feature:

Regarding the term, as far as we looked at it, it means:

It is in the review; feel free to check that out.

I even confirmed with live chat. Most you can win from welcome bonus is 500 euro. Also, shows right in their terms. You can claim up to $600. Which means you can only win less than the bonus issued lol.

But here is the actual term too