Happy Hugo Casino - Player believes that their withdrawal has been delayed.

Hello, I requested a withdrawal on July 3rd. They said it would take 48 hours.

After that, nothing happened. After 3 days, I contacted support via chat, and they told me I still had to wait.

Today is the 6th day, and still, nothing has happened. Every time I ask, they tell me to wait and that they are handling it.

Unfortunately, nothing is being done.

Dear Inkedcindy,

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

Yes, I'm still waiting and now the payment has disappeared without a trace!!

After 12 days still nothing...I'm starting to despair because no one is reacting or getting in touch etc.

Dear Inkedcindy,

Have you received your withdrawal from the casino yet?

No I haven't

No, I have not received any payment

Day 18 and there is still no money

There is still no money.

Thank you Inkedcindy for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Inkedcindy,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Happy Hugo Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello, after contacting the chat several times, they always say that they should make a note to speed things up and that they will transfer the money to me. 23 days later, there is still no money.

I'm starting to believe that the money isn't being transferred anymore.

The money was paid out yesterday and was credited to the account.

Thank you for your effort. You can close the request.

Dear Inkedcindy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru