The player from Austria has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Happy Hugo Casino - Player believes that their withdrawal has been delayed.
Amount: €3,295
Happy Hugo Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.9
Happy Hugo Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good day,
On September 3rd, 2022 I deposited €150 at Happy Hugo with their bonus (1x wager)
After some time in the casino, I won almost €4200 in one game (stake: €4) without ever having touched the bonus money! I played a bit more and then wanted to cash out my €3295 and let the €150 bonus expire.
My payout was then canceled on September 5th and I only have €150 real money in my player account!
Due to a bonus terms and conditions breach despite never using a penny of the bonus money!
Automatic translation:
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2 years ago
Dear Gamer77,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
I might have made a mistake here, it's not about a delay in the payout, but that my entire real money wasn't paid out and only €150 are left in my player account
Automatic translation:
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2 years ago
Thank you for your reply, Gamer77. Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
Dear Gamer77,
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.
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2 years ago
Translation
Unfortunately, I never got an answer to my inquiries!
Automatic translation:
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2 years ago
Thank you for your reply, Gamer77. Could you please forward me your game history from the moment you started playing? If there is any relevant communication between you and the casino, please forward it as well. My email address is kristina.s@casino.guru.
