Hugo Casino - general discussion (page 2)

I see the screenshotted rule quite differently, because there is no specific deposit mentioned, but basically having stupid bonus means a stupid offer; you do not have to take it, right? 🙂 So, as long as the offer is not worth it, you may also walk away.

Thanks for the idea!

No matter how much you deposit, that is the max you can cashout. its right in the terms and I checked with live chat and they confirmed "no matter how much you deposit the most you can ever cashout is $500 and the rest forfeited"

All my posts i make on the forum are to help players when they research a casino so they can know what to expect and not feel ripped off or any other issues.

This forum is very valuable and you should be proud. You help a lot of players.

Under such circumstances, the bonus may be worth it only if the players deposit a few bucks and become quite lucky. On the other hand as soon as the casino is able to explain even such bonus terms clearly, it is good one can always refuse to take that bonus. 🙂

Thank you for sharing!

Hello! Please let me know why this is happening? And how can I get around it? I'm using a VPN!

Greetings, it's because of regulations, as stated there. Unfortunately, we cannot display all casinos in some countries.

However, if you use a VPN, I would try some other countries, maybe the one you tried is not suitable.

Anyway, do you have anything to say about this casino?

i hit a good win, on this casino, from 50 euros i made them 1150 on blackjack tables (live and video blackjack) i sent them the kyc documents and i hope it will be all ok the next days

Congratulations. I also hope everything works out and that you pass KYC as soon as possible so you can withdraw your winnings. What did you send to the casino?🙂

I too have made a good profit at this casino and am waiting for verification confirmation or payout.

I find the Hugo website very clear and technically well-designed. The mascot is also very cute.

Support responds very quickly in chat and also via email.

Let's see how the verification and payout process goes - I'll then give a review.

Hello there, and thanks for joining us here.

It all sounds pretty good, and I hope it will stay that way, looking forward to see the review, of course. 🙂

When exactly have you requested the withdrawal, please?

We'll wait for your update to learn how it goes, for sure.

Hello Radka and Romi,

Here's my update:

I received an email today confirming my verification. They also informed me that my first payout, which I

My request, submitted on Friday, will be processed within one business day. Withdrawals are only processed on weekdays, but that's not a problem for me. It's simply nice to see that there are still casinos where everything runs smoothly!

I uploaded my documents on Friday – it was a public holiday and then the weekend – so everything went quickly. They place a lot of emphasis on security, and that's a good thing.

Radka: I also thank you and the entire Casino Guru team - it's great that you exist and that we all have the opportunity here to find casinos like Hugo and can rely on your rating (which is high in the case of Hugo Casino) as a first step.

My review will follow in the next few days.

Hello Amble.

That's a really nice display of effective customer care; thank you very much for sharing. It would be wonderful to see more casinos working so hard even during public holidays. 😀

Your review is also much appreciated, because based on what I know, the real player experience is the most important sign for many players, and that's, on the other hand, something we cannot collect without people like you. 🙂

Do not rush, of course; we won't go anywhere.

I would now like to describe my experience and outline two of the most important processes:

The verification process can only be started once you have made a withdrawal, and under no circumstances before.

Verification happens in two steps and takes up to 72 hours if you don't have to submit anything else.

The first step is relatively quick and is carried out by an external identity verification company (Sumsub). The email address is also not transmitted via a link, as is usually the case.

This is carried out not only by the identity verification company, which sends a code to your email address and which you then have to enter online during the verification process.

Then you have to hold your ID up to the camera – not so easy – as everything has to be clearly legible. Once you've done that, a selfie will be taken of you – you also have to look left, right, up, and down.

Next, you need to upload proof of address, such as a utility bill. It takes 1-2 minutes for this to be verified, at which point you'll see a green checkmark, indicating that the first part is complete.

You will then receive an email from Sumsub informing you that your documents are now stored with them.

The second step then takes up to 72 hours, even though you uploaded proof of payment in step one. The casino's finance department checks the deposit confirmation, and after 72 hours you may be required to upload further documentation. Therefore, the verification process can take many days, as the casino only checks on weekdays between 9 am and 6 pm.

I requested a withdrawal on Friday, completed the live verification, and uploaded all the necessary documents. On Monday, I received an email confirming that my account was verified.

I was also informed that processing the withdrawal request takes one business day. It also stated standard information:

Per transaction: 500 EUR.

- Per 24 hours: 500 EUR.

On Tuesday, I was waiting for the promised email about the payout and happened to see that the payout was already in my bank account.

The confirmations only came a few hours later, during which time the status in the casino was listed as "in progress".

So I started the second withdrawal and after I clicked send - I got a message that I had to verify my account!! Astonished, I clicked "continue" and was taken to the verification page.

I asked in the chat how this should be understood and was told that if I am verified, then I don't have to do anything despite this message?!

My second payout has been "pending" since Tuesday morning – it can still be cancelled. The information "processed within 1 day" is apparently not entirely accurate, or not well coordinated with the actual process.

It looks like this means you can (receive) 2 payouts in one week if you, like me, have deposited with a credit card and have yourself paid out via bank transfer.

I hope I have/will help a few people with this - however one may interpret my help.

What I wrote just before wasn't a review—I deliberately posted it here under "Discussion"! (And yes... I know how and where to write a review here!)

Hello, thank you for all your efforts. Even the final disclaimer was well-placed.

I think I don't need to say anything else, but I'll be somewhere around if you'd like to talk. 🙂