The player from Bavaria has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Happy Hugo Casino - Player believes that their withdrawal has been delayed.
Black points: 382
Amount: €3,500
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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2 years ago
Translation
Ladies and Gentlemen
on 09/14/22 I made a deposit of €100.00 and received a 100% bonus. So I had €200.00 to play with. It was clear to me from the start that there are games that I am not allowed to use with my bonus, otherwise I would endanger a possible payout. With the game - Chaos Crew- I won €3,706.92 and had a total of €3,900.31 in my account balance. Then I played down to €3,700 in different games (see photo screenshot). Then I had the amount paid out. I still had €100.00 real money (as it said there) available on my game status. The bonus of 100% (€100.00) was deducted from me and my deposited €100.00 was still left in my casino account to play with. Thus, €3,500 was requested as a payout and was no longer displayed in the game account. So I assumed that the payout was secured. So I continued to play with my remaining €100.00 real money the same day. Among other things, then also games that I was not allowed to play with a bonus such. B. Rise of Olympus - I never got a message that I was not allowed to play this game (pop-up message when bonus was used). So I didn't think anything of it and gambled my own - obviously - €100.00 down to €0.00. In the night from 09/14/22 to 09/15/22 I received an e-mail from the casino that my payout was rejected because I had played games with bonus money that were not allowed to be played (T&Cs and bonus rules). But I didn't do that either and emailed the casino directly in the morning - unfortunately without success, because I was only ever made aware of the terms and conditions and I was told several times that I had broken the rules and the payment is rejected. I have explained my procedure several times and also attached screenshots of my game progress (see also here). Eventually, I didn't get any reply via email. I couldn't reach the casino by phone, so I started a chat - this was simply ended by a long discussion and I started it again. Unfortunately also not effective but again and again the reference to the terms and conditions and the bonus rules / guidelines. I have definitely complied with this. I have never violated the rules, guidelines or T&Cs with the mixture of mine and bonus money, not even after the big win as described above. To date, I have not received any useful explanation from the casino as to why I am not being paid out the €3,500 and of course I have never received the amount either. Even a few weeks ago I had problems with the payout of €200 and had to wait several weeks for the payout - documents were constantly missing... I am urgently asking for help here because I don't know how to proceed or what options I have have to get the money.
Warm greetings,
Dominik L***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear domilechner2596,
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
Hello,
It's not about a waiting payout, it's about the fact that the payout was declined - can you please check my text again.
Automatic translation:
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2 years ago
Thank you for your reply, domilechner2596. Unfortunately, for some reason, I am not able to download any of your attachments. Would you be so kind as to forward them to me via email? My email address is kristina.s@casino.guru. Thank you in advance.
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2 years ago
Thank you very much domilechner2596 for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello domilechner2596.
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Could you please explain what happened and provide me with domilechner2596's game log?
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2 years ago
Translation
Hello, yes of course, how can I just send you my game log?
Automatic translation:
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2 years ago
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’.
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2 years ago
If the casino fails to respond in the given time frame, I will help you to submit the complaint to the casino's regulator.
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2 years ago
Dear domilechner2596, because the casino is non-responding:
Please write an email to: complaints@gaminglicences.com
The email should contain:
1) Your personal information:
name and surname
your country of residence
2) Complaint body must include:
casino name + URL + license (License No. 8048/JAZ)
your login (username) and email in an online casino (with which you had registered the account)
description of the complaint
3) Attach to the email files what you have (if any) + link on this complaint.
Please let me know when you will submit a complaint to the regulator
