Happy Hugo Casino - Player's bonus was confiscated.

Bonus confiscated.. They do not block you from playing slots that you aren't "allowed" to play during bonuses. A couple spins trying games around got my entire bonus confiscated without warning.

Beware of site, go elsewhere.

Dear kqphone,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Happy Hugo Casino. I have checked the Bonus Terms and Conditions, and this is what I found:

• As soon as a bonus has been activated following games are strictly forbidden to play. Jackpot Games, Table Games, Video Poker, Live Casino and the following slot games: 1429 Uncharted Seas, Beautiful Bones, BIG Bamboo, Bonanza, Book of 99, Born Wild, Cherrypop, Da Vinci’s Treasure, Danger High Voltage, Dead or Alive, Dead or Alive 2, Deadwood, Folsom Prison, Gold Bar Roulette, Immortal Romance, Jack Hammer 2, Jammin Jars, Jammin’ Jars 2, Jokerizer, Karen Maneater, Le Kaffee Bar, Lost Relics, Moon Princess, Moon Princess 100, Moon Princess Trinity, Mystery Joker 6000, Peking Luck, Razor Shark, Razor Returns, Reactoonz, Reactoonz 2, Remember Gulag, Rise of Olympus, Rise of Olympus 100, Royal Mint, San Quentin xWays, Secret of the Stones, The Dog House, The Dog House Dice Show, The Dog House Megaways, The Dog House Multihold, Tombstone RIP, Valley of The Gods, Victorious, Victorious Max, Vikings, Wanted Dead Or A Wild, Who wants to be a Millionaire, Wild Swarm. In case of breach of this term, the bonus and all winnings generated from the bonus will be forfeited.
•  Any bet/win (with real or bonus money) while a bonus is active, placed on any of those games will be considered as a breach and winnings will be voided. The original deposit will be refunded into your player's account.

We consider this rule to be unfair and we penalize casinos that forfeit the players' winnings for playing a restricted game by decreasing their safety index rating. In our perspective, if a casino intends to prevent bonus usage on particular games, it should be implemented through software restrictions.

Could you please advise if you've been notified by any system warning that you were about to play a restricted game that would void all your winnings?

Could you please confirm that you passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

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

Best regards

Veronika

I have passed my KYC. The casino has paid me my initial balance but took away my bonus winnings.

They have paid me in the past, no issues there. There is no live support though to help.

There is NO software blocking you from restricted games and absolutely 0 warning. I just span "The Dog House" like 6 times and left, costing me my bonus balance.

First site that I've seen that doesn't have any software restricting what you're not allowed to play and expect you to look through their list to confirm every time.

ZERO precautions or blocking of those games listed.

Thank you very much, kqphone, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you kqphone for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Happy Hugo Casino for their help in resolving this complaint. We would like to know why wasn't the player warned about the game being restricted.

Thank you!

None of their restricted games are software blocked nor have any warning on them. They appear normal and play-able only up until they tell you your bonus is gone because you've rolled it.

In my case, I rolled The Dog House like 5 times and won absolutely nothing, just trying out games. Had zero warning of it nulling my bonus amount nor it being unplayable with bonus.

HappyHugo is the only encounter EVER that I recall this happening to me with bonus play. It's VERY hard to players to avoid a lot of the popular games without warning

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter