The player from Finland has been accused of breaking the T&Cs by playing a restricted game. The casino failed to respond and we were forced to close this complaint as 'unresolved'.
Happy Hugo Casino - Player has been accused of playing a restricted game.
Black points: 186
Amount: €780
Happy Hugo Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
I have already saved a total of 180 euros to that Casino 4 times.
Now, for the last time, I won 780 euros with my own deposits, which I tried to repatriate. I did not use the bonus money or any reference to it. Now they reported that I had played some game that was forbidden if there was a bonus available. But they didn't tell me what the game was. I can't find one in any history. So they returned the deposit amount and took 740 euros for themselves without explaining anything. So quite a scam from the Casino when you fail to repatriate money without proper justification.
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2 years ago
Dear Marko,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.
Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?
Have you activated any promotional offer when placing your last deposit?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Such an answer came, but my big wins did come first in the second game and nowhere did they read that they would be lost. I haven't gotten the game history to see if this even happened after the draw when there was no bonus even anywhere.
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2 years ago
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It does not read here that all winnings will be void, but you will get the impression that the winnings of that game. And yes, I didn’t take winnings from this but from another game.
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2 years ago
Thank you very much, Marko, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Hey,
And thank you very much. I have played for over 20yrs at various casinos and in some trustworthy I still play. It never is
no casino has done this. I calculated that I had well over 800 euros from the first game
profit. So no one would intentionally go play any game if they lose because of it
all profit money. Yes it should warn the player that you will lose all winnings if you play
something specific game. This is like putting a trap on a player. But I haven't played
their alleged game which read in the email.
best regards
Marko K ***
Edited by a Casino Guru admin
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2 years ago
Hello Marko!
I will take care of your complaint from now on and I'd also like to invite representatives of Happy Hugo Casino into this complaint in order to help us resolve the issue.
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2 years ago
We would like to ask Happy Hugo 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’, which will have negative impact on the casino's rating.
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2 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
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