HomeComplaintsHappy Hugo Casino - Player's account blocked during winnings withdrawal.

Happy Hugo Casino - Player's account blocked during winnings withdrawal.

Amount: €1,500

Happy Hugo Casino
Safety Index:Below average
Submitted: 03 Feb 2024 | Resolved : 13 Feb 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

9 months ago

The player from Austria experienced a blocked account when attempting to withdraw winnings of 1,500. Player’s complaint has been resolved successfully.

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9 months ago
Translation

1500 for payout, account was blocked

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9 months ago

Dear Potti995,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

  • Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
  • Which games you’ve been playing (live casino games, slots, or sports betting)?
  • Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela


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9 months ago
Translation

1.5 years, now they want verification, slot games without bonus

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9 months ago
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Verification doesn't work at all. Tried for 2 hours. Very ambivalent. intention😂😂🙈🙈

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9 months ago

Hi Potti995,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

  • Have you been informed what specifically seems to be a problem in verifying your account?

Thank you.


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9 months ago
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Verification is now complete

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9 months ago
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Money was paid out

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9 months ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Potti995, for your confirmation, and please don’t 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,

Petronela

Casino.Guru


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