Happy Hugo Casino - Player's winnings have been confiscated.

Amount: €1,600

Happy Hugo Casino

Safety Index:Low Submitted: 12 Oct 2022 | Case closed : 27 Oct 2022

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany has been accused of breaching the maximum allowed bet. The complaint was rejected because the player didn't respond to our messages and questions.

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Pepo3737

Novice

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1 year ago

OriginalTranslation

The casino says I allegedly broke the rules and bet more than €4.

I had a bonus of €100 in my account + real money (€169.87) = €269.87 in total.

Then I had a win of €1244.50 and my account had a total balance of €1514.37 (€1414.37 real money + €100 bonus money).

Then I made a few more spins (max bet €2) and paid €1200 - so the bonus (€100) expired.

After the payout, I played more slots with a stake of more than €4 and paid out another €400.

Both withdrawals have now been canceled as I allegedly broke the rules as written above...

However, the rules state very clearly that the bonus expires with a withdrawal. So I played with real money after the first payout and didn't violate it, even if I wagered more than €4!

(The bonus money is not withdrawable, i.e. the bonus amount is deducted from the player's balance as soon as a new deposit is made or a withdrawal is requested. In certain cases, Happy Hugo Casino reserves the right to enforce a 1-time turnover of the deposit amount , before creating a new deposit or withdrawal request.)

please help me in this matter.

Automatic translation:

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Kristina

Deputy Complaints Team Lead

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1 year ago

Dear Pepo3737,

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. Could you please advise which bonus you activated? If possible, please post here a link to the offer you redeemed. Why didn't you cancel the bonus, if you weren't interested in playing with it?

Would you be so kind as to forward me your game history? My email address is kristina.s@casino.guru.

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

Best regards,

Kristina

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Kristina

Deputy Complaints Team Lead

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1 year ago

Dear Pepo3737,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Kristina

Deputy Complaints Team Lead

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1 year ago

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.