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

Ich habe mich um Live-Chat an den Support gewandt, und wollte mein Konto schließen und habe auf spielsucht hingewiesen und das ich ein Problem mit dem spielen habe. Ich sollte eine Email schreiben was ich auch tat, aber das Konto ist bis heute geöffnet habe in der Zeit wieder 270€ eingezahlt obwohl ich es schließen wollte wegen der spielsucht. Hätte gerne mein verlorenes Geld zurück erstattet.

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

Habe ich Ihnen geschickt

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"

Screenshot from the player:

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.

Ich habe das Geld am 30.06.2022 um 14:23 Geld wurde nicht gutgeschrieben obwohl es von meinem Konto abgebucht wurde. Ich sende Ihnen eine Email mit den Screenshots

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?

Guten Tag natürlich möchte ich es sperren, da wenn es geöffnet ist ich immer weiter einzahle. Ich möchte es aber nicht und fordere auch mein Geld für die Verluste zurück. Ich hätte seit dem 22.06.2022 nicht mehr spielen bzw mich einloggen dürfen da ich per Email über meine spielsucht per Email und im Live-Chat berichtete!

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? 

Ich habe mich mehrfach im Chat geschrieben jedesmal würde ich aufgefordert das per Email anzufordern was ich auch getan habe. Vor einer Woche habe ich eine Email zurück erhalten wo ich Name Adresse usw angeben sollte um das Konto zu schließen. Habe ich getan aber Konto ist weiterhin geöffnet. Die 20€ habe ich am 30.06.2022 um 14:23 eingezahlt

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 

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.  

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.

Meine 20€ habe ich bis heute nicht zurück bekommen!

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’.

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

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"

Dear Heiko004,

Could you please react to the statement above?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.