The player from Germany has been experiencing difficulties withdrawing his winnings due to limited payment methods in his geolocation. Additionally, his winnings were cancelled due to playing restricted games. We rejected the complaint because the player stopped responding to our messages and questions.
Happy Hugo Casino - Player’s complaining about limited withdrawal options and confiscated winnings.
Amount: €300
Happy Hugo Casino
Safety Index:Below averageSafety Index
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5.9
Happy Hugo Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I wanted to withdraw 500 EUR, this was canceled because there are no transfers to Germany. I should make a deposit again via EcoPayz to have my money paid out. I did this and after a bit of play I wanted to pay out 300. After a week I wrote to the casino what would happen to my withdrawal. Suddenly I couldn't believe my eyes, you refused to pay me the EUR 300 because the money was won with invalid games. Impudence. I do not recommend this casino to anyone.
Automatic translation:
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4 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Additionally, could you please advise if you have activated any bonus when depositing funds through EcoPayz? 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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4 years ago
Translation
The first deposit via Neosurf with wagerfree welcome bonus. The second via EcoPayz, because I was told that I have to do this to be able to withdraw my money. There I paid the minimum of € 23 including a 5% bonus, also wagerfree. I waited for the payment and verification of my EcoPayz account over 6 days. There was no answer. After the 6 days I wrote a lot of emails to the service and the accounting. When I hacked into my money, everything suddenly went very quickly with the answers. Received 5 emails in one day and my money was withheld from happyhugo for allegedly playing games that voided my winnings. As I read here, this happens more often in this casino. It is probably the trick of those who, as soon as someone becomes impatient and wants to pay out their money instead of continuing to play, will be withheld.
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4 years ago
Dear Michael,
Thank you very much for your quick reply. I have checked terms and conditions, and this is what I found:
"Following games are excluded from our promotional plan and any bet/wins made on those games while having a bonus active will be deducted from the winnings of the players:
Bloodsuckers & 2, Book of Dead, Dead or Alive & 2, Guns N' Roses, Immortal Romance, Legacy of Egypt, Money Train, Pimped, Queen of Gold, Reactoonz, More Cash, Secret of the Stones, Super Multi-times Progressive, Secret of Atlantis, Joker Pro, Devil’s Delight, Victorious & Who want to be a millionaire"
Michael, could you please advise how the 5% bonus has been activated in your account? Was it added automatically or you triggered it? Additionally, if your account is still accessible, could you please forward me your game history? Thank you very much in advance.
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4 years ago
Translation
No, I have not played any of the games listed. However, I received a different list as a reason, there were other "invalid games" listed. Even under this condition, as you described above, that winnings from the listed games are not deducted from the balance. I was replied that 1 Spin on the listed games is sufficient to confiscate the entire winnings. Unfortunately, my account is now closed. I had the bonus automatically when I made the corresponding deposit.
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4 years ago
Thank you very much Michael for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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4 years ago
Hello Michael,
I'm taking over your complaint. Could you please forward the conversations with the casino regarding the issue to my email address (peter.m@casino.guru)? Especially, the one with the list of restricted games. That would be very helpful.
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4 years ago
Hi Michael,
Thank you for the email. The list of games in the reply from the casino is the same as Petronela mentioned before:
"Bloodsuckers & 2, Book of Dead, Dead or Alive & 2, Guns N' Roses, Immortal Romance, Legacy of Egypt, Money Train, Pimped, Queen of Gold, Reactoonz, More Cash, Secret of the Stones, Super Multi-times Progressive, Secret of Atlantis, Joker Pro, Devil's Delight, Victorious & Who want to be a millionaire"
Have you played any of these games? If so, there is not much we can do to help you. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like in your case the restricted games. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses.
