HomeComplaintsHappy Hugo Casino - Player’s attempt to self-exclude from the casino was overlooked.

Happy Hugo Casino - Player’s attempt to self-exclude from the casino was overlooked.

Amount: €270

Happy Hugo Casino
Safety Index:Below average
Submitted: 02 Jul 2022
Case opened Current status

Waiting for player to reply

4d 14h 12m 28s

Case summary

2 days ago

The player from Germany has requested a self-exclusion. Unfortunately, the inquiry was ignored. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.

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2 years ago
Translation

I contacted support via live chat and wanted to close my account and pointed out gambling addiction and that I have a problem playing. I was supposed to write an email, which I did, but the account is open until today and I deposited €270 again in the meantime, although I wanted to close it because of the gambling addiction. Would have liked my lost money refunded.

Automatic translation:
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2 years ago

Dear Heiko004,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?


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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2 years ago
Translation

I sent you

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2 years ago

Additional comments from the player:


"Last week I deposited 20€ immediately Money was debited they said carry out maintenance Money should be credited faster than 48 hours to date no money"

Edited by a Casino Guru admin
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2 years ago

Screenshot from the player:


file

Edited by a Casino Guru admin
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2 years ago

Dear Heiko004,

Could you please advise if you have tried contacting the live chat after sending the above-mentioned email and when exactly was the money deposited into your casino account? Looking forward to hearing from you.

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2 years ago
Translation

I received the money on 06/30/2022 at 14:23 Money was not credited although it was debited from my account. I will send you an email with the screenshots

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2 years ago

Dear Heiko004,

I would like to know if you wish to have your account blocked or if you prefer to keep it open. As we can see from your previous email, you requested your account to be self-excluded due to a gambling problem on the 21st of June, is that correct?

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2 years ago
Translation

Hello of course I want to block it because when it is open I keep depositing. But I don't want it and I want my money back for the losses. I shouldn't have been able to play or log in since June 22nd, 2022 because I reported by email about my gambling addiction by email and in the live chat!

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2 years ago

Could you please advise if you have tried contacting the live chat after sending the above-mentioned email (dated 21st of June) and when exactly was the money deposited into your casino account? 

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2 years ago
Translation

I wrote to myself several times in the chat, each time I was asked to request it by email, which I did. A week ago I received an email back asking for my name, address, etc. to close the account. I did but account is still open. I deposited the €20 on June 30, 2022 at 2:23 p.m

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2 years ago

Hello Heiko, 


Thank you for your email regarding your deposit. 


As you probably already know, unfortunately we encountered an issue regarding deposits on 30.06. Maintenance has resolved this issue, but unfortunately deposits made during this period take a little longer to either be credited to your player account or returned to you.


Your money is blocked between you and our casino, thus it is the intermediary platform that handles it, not our casino. They are trying their best to solve it as fast as possible.


Thank you very much for you patience and comprehension.  


Please do not hesitate to contact us via email 24/7 or via live chat between 10h00 CET and 23h00 CET for any further assistance.


Warm Regards,

 

Chiara,


Happy Hugo Casino 

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2 years ago

Thank you very much, Heiko004, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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

Hi Heiko004,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Happy Hugo Casino to the conversation to participate in the resolution of this complaint.

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2 years ago
Translation

I still haven't gotten my 20€ back!

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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

Hi Heiko004,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

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2 days ago

We’ve reopened this complaint at the request of Happy Hugo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We received the following message from the casino:


"Hello !

I have reviewed the case and i can confirm that he have wrote to us and due to usage of offensive language there have been an escalation on our end with the relevant persons needed

After the report of the closure of account the player were active and were playing with winnings and had pending withdrawals and kept making contact towards our live chat regarding withdrawals and deposits

After checking the whole case the procedure dealt with correctly from our side , the 20€ that player had an error with by the deposit where refunded trough a wiretransfer back to the player due to the issue we met at 30.06.2022 and player were informed about that

I can inform you that his account is closed for gambling problems and will not be re-opened at any stage as we take responsible gambling serious at Happyhugo

Best regards

Casino Representative

Happyhugo Casino"


Heiko004 has 4d 14h 12m 28s to reply

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