The player deposited in the casino, but the funds weren’t credited to his casino balance. The player confirmed the issue was resolved.
Happy Hugo Casino - Player’s deposit seems lost.
Amount: €200
Happy Hugo Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I deposited money on 01/20/23 via Instant Bank Transfer. It was immediately debited from my bank account, but nothing has appeared on my player account to date. The casino refuses to check my deposit and want 4 days of bank statements. I gave them the bank statement from the payment, but it's not enough, I'm told.
I hope you can help me .
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1 year ago
Dear schalinskydennis,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account or returned to your bank account. This is also why the support asked for the list of transactions up until the moment you asked them to investigate the issue. They want to exclude the possibility the transaction bounced back to your bank account.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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1 year ago
Translation
Hello, so far my money is still there or has landed on the account of the casino. I got the reply from the casino that my money should be paid back to me by Naudapay. But I have neither my money back nor an answer from Naudapay. I find everything quite unsatisfactory. Kind regards
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1 year ago
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According to an investigation by Happyhugo Casino, the money was allegedly transferred back to me by Naudapay. But the money hasn't arrived yet and Naudapay hasn't responded so far. Unbelievable stuff. One should ban this casino. Apparently this problem has existed before.
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1 year ago
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To my surprise, I got my money back. It was returned. Therefore my problem is solved.
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1 year ago
Dear schalinskydennis,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
