The player from Germany was accused of playing a restricted game. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Happy Hugo Casino - Player's winnings were confiscated.
Black points: 208
Amount: €2,600
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
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello everyone,
very annoying thing has expired as follows:
Taken welcome bonuses at HappyHugo and paid close attention to the games which may not be played according to the bonus conditions. In addition to some games, there is also the umbrella term " jackpot games". I also noted these using the game overview, filtered to "jackpots".
None of these games were played.
After requesting a withdrawal, the answer came that bonus rules were violated by playing the game "El Grande Torro" which would be a jackpot game.
That's true, but the game wasn't in the Jackpots game list! Now I'm in there just to look and actually had to find out that it has diamond, ruby etc jackpots displayed down there on the left that you probably play along with the normal spin without a separate bet.
When I wanted to look again when writing here what the jackpots are called, I even have to state that the game is no longer listed at all.
Incidentally, it should also be mentioned, even if that won't do anything, the big win was made in another game and this alleged jackpot game was only played once and very little.
What do you say, are there any chances of getting the payout, which is almost €3000?
Thank you very much in advance for any help 👍🖖
Automatic translation:
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1 year ago
Dear zapf1980,
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. Do I understand correctly that "El Grande Torro" was the only jackpot game you played?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here
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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1 year ago
Translation
Hi Kristina,
your question:
Do I understand correctly that "El Grande Torro" was the only jackpot game you played?
Yes, it was the only jackpot game I played, but it wasn't shown as such and wasn't listed.
Greetz M***
Edited by a Casino Guru admin
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1 year ago
Thank you very much, zapf1980, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi zapf1980,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Happy Hugo Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Hi Peter,
I am very happy to hear the progress and gives me hope for more 🙏🏻.
Many thanks and best wishes
Matthew
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1 year ago
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.
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1 year ago
Hi zapf1980,
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 Curacao 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.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
