Happy Hugo Casino - Player has been accused of playing a restricted game.

Olen tallentanut kyseiselle Casinolle jo 4 kertaa yhteensä 180 euroa.

Nyt viimeisellä kerralla voitin omilla tallettamilla rahoilla 780 euroa jotka koitin kotiuttaa. En käyttänyt bonusrahaa tai siihen viittavaa. Nyt he ilmoittivat että olin pelannut jotain peliä mikä oli kiellettyä mikäli oli bonus käytettävissä. Mutta eivät kylläkään kertoneet mitä peliä. En löydä sellaista mistään historiastakaan. Joten he palauttivat talletussumman ja ottivat 740 euroa itselleen selittämättä mitään. Joten aikamoinen huijaus Casinolta kun ilman kunnon perustelua jättävät kotiuttamatta rahaa.

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

Tälläinen vastaus tuli, mutta mun isot voitot tuli kyllä ensiksi toisessa pelissä ja ei missään lukenut että ne menetetään. En ole saanut pelihistoriaa jotta näkisin että tapahtuiko tämä jopa nosto jälkeen jolloin ei ollut bonusta edes missään.

Tässä ei kylläkään lue että kaikki voitot mitätöidään vaan saa käsityksen että kyseisen pelin voitot. Ja en kyllä tästä vaan toisesta pelistä otin voitot.

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.

Hei,

Ja paljon kiitoksia. Olen pelannut yli 20v eri Casinoissa ja joissakin luotettavissa pelaan vieläkin. Koskaan ei ole

missään Casinossa käynyt näin. Laskin että mulla oli reilusti yli 800 euroa ensimäisestä pelistä

voittoa. Niin eihän ketään menisi tahallaan pelaamaan mitään peliä jos menettää sen takia

kaikki voitto rahat. Kyllä siitä pitäisi varoittaa pelaajaa että menetät kaikki voitot jos pelaat

jotain tiettyä peliä. Tämähän on kuin laittaisi ansan pelaajalle. Mutta en kyllä ole pelannut

heidän väittämäänsä peliä mikä luki sähköpostissa.

terveisin

Marko K***

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.

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.

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.

We’ve reopened this complaint at the request of Woocasino. We received the following message:

Hello!

After i have done a review of this player case i can see that the player have breached the terms by playing a progressive jackpot game while having an active bonus and per our T&C which the players agree they have read upon registration there is showing clearly that this is forbidden to play with bonus

I will share you the term & condition here :

It is up to the player to reach out to our live chat if they have any questions while they are using deposit bonuses to see if they are allowed to play games or to follow the list we have on the Bonus Terms page

Game played : Mega Moolah ( Progressive Jackpot Game )

Player were handled correctly from our side and his initial deposit were given back

Best regards

Casino Representative

Happyhugo Casino

Thank you for the response Happyhugo Casino representative, I would like to ask if the player was warned about this in other ways than just the terms and conditions. According to our Fair Gambling Codex if it is not possible to prevent players from playing excluded games through software the casino should add other precautions like a pop-up that would warn the player. Was the player warned in any way? Thank you in advance for your clarification!

Hello Peter!

I can inform you that is up to the player to make sure the Terms & Conditions are read and understood as they are the ones carrying the responsibility to not breach any terms

Since we are offering cash bonuses etc towards players as well where they can use the funds to play on any games we cant have this inserted as it will flag wrongly as it is only deposit bonuses where player cant play games while having an active bonus

We are at the end of the day providing the information to the player but it is in their interest to make sure that they are not doing anything wrong to any terms & conditions and if they are concerned about any rules it is in their need to get in contact with our live chat which will indeed provide them with answers

We are not hiding any rules for any players and we are fair square with details showing and they can take part of it

Best regards

Casino Representative

Happyhugo Casino

Thank you for the clarification Happy Hugo Casino representative. I would like to point out that it is all well and fair that you're acting according to your terms and conditions however, the situation the player found themselves in could've been prevented entirely. Some casinos implemented warnings either themselves or after our recommendation so we know it is not impossible to do and it streamlines the gameplay for the player and saves your establishment from similar complaints in the future. In this case, we believe your actions are against our Fair Gambling Codex and we will close the complaint accordingly if we can't come to a compromise in the matter. Thank you for your understanding!

Hello Peter !

I understand that there is casinos out there that has the function to warn the players that it is not possible to play with an active bonus

Unfortunately we are not having that available on our end and there is clear terms regarding the max bet per spin / the forbidden game list for the players to take advantage of and play fair with the bonuses provided by our casino no matter trough what campaign they take advantage of an deposit bonus

The players like i have mentioned is well aware about terms & conditions as they mark that they have read it upon registration and they have always the option to reach out to our live chat before they start to play

If the player fail to follow the terms & conditions they are applied which i do not see unfair at any point towards the players as we have provided them all and even ask them to confirm to us that they have read terms & conditions when they sign up

Best regards

Casino Representative

Happyhugo Casino

If the player fail to follow the terms & conditions they are applied which i do not see unfair at any point towards the players as we have provided them all and even ask them to confirm to us that they have read terms & conditions when they sign up

This is not true, it's in Finnish language that do you accept the terms. Not even close to that do you understand or that you have to confirm reading it. And when I toke the bonus, nothing was indicating to watch out for certain games. And playing from Finland, their terms in Finnish are not accurate.

Hello !

There is a box where you need to mark that you have agreed on Terms & Conditions and it is up to the player to actually do so as no account can be created without approving the Terms & Conditions

As well regarding the translations we are sorry that they havent met your expectations but as you can find in the terms it clearly says that if any rules / terms have been translated the ENGLISH version shall prevail

And indeed there was no warning about the forbidden games and neither the max bet per spin as all this details are displayed in the Terms & Conditions under Bonus Terms

Best regards

Casino Representative

HappyHugo Casino

Thank you for the clarification Happy Hugo Casino representative.

In that case, we are forced to close this complaint as unresolved due to your actions being against our Fair Gambling Codex.

Dear markojkiviranta, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter