The player from Germany had his promotional winnings cancelled due to bonus rules violation. We rejected the complaint because the player didn't respond to our messages and questions.
Happy Hugo Casino - Player’s bonus winnings have been voided.
Amount: €1,000
Happy Hugo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
so i took the first deposit bonus at happy hugo for the first time on 08/18 where finally there was again a pleasant profit of around 1200 in any case i then applied for the payout of 1000 euros as far as no problem i got from the system via popup that i in the I'm about to cancel the bonus of 20 euros, still no problem, then I continued to dabble and I dössbattel then in the course of the battle, without thinking twice, I played a forbidden game a few rounds, at some point I had 500 in the active account and I still have the 1000 waiting I then thought oh before I gamble it away again pay 400 again so leave the game zack there was 1500 euros on my active account and zack 20 received an email that i violated the bonus conditions with the following excerpt from the bonus conditions ....
When playing with a bonus you can make a one-time withdrawal request (which will void the current bonus). The remaining balance will be treated as a win generated by your bonus and the bonus terms and conditions will still apply.
I then politely contacted the casino chat and wrote that I accept that I violated the bonus and that I also accept that the money will be deleted from my active account, but and that's how I understand it in the section I didn't get any answers either Written so that we are all happy I would also accept that you keep 25 percent of the money that was in the payment I didn't get any answers then nothing got really obtrusive *which I'm sorry by now ..but it doesn't matter here *I have but also no one insulted or similar yes meanwhile my account is blocked please please please dear team help me
Automatic translation:
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2 years ago
Dear Escortnona,
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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Was it because you played restricted games during the bonus wagering, or because your requested a withdrawal and continued playing?
If there's any relevant communication, please forward it to petronela.k@casino.guru. will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
No, after the withdrawal request I played a forbidden game with the money left in the account
Automatic translation:
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2 years ago
Thank you very much, Escortnona, for the clarification. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?
