The player from Germany had her winnings from a bonus confiscated and her account was blocked. The complaint was closed as 'unresolved' because there was no response from the casino.
Happy Hugo Casino - Player's winnings were confiscated.
Black points: 111
Amount: €1,087
Happy Hugo Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
10 months ago
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Sensitive attachment
11 months ago
Translation
Hello
I registered and played my first welcome bonus and even won, after wagering I requested a withdrawal and uploaded and sent the documents.
I received an email that my account has been suspended and my winnings have been confiscated.
The reason is: I am accused of playing bonuses with bad intentions (bonus system from use). My question is: How should I have done that if I have only deposited once I do not understand!
It was my first deposit and my first game at this casino I played 2 to 3 different games no forbidden games and never bet more than allowed!
I don't have access to my account, I can't get into the casino!
My deposit and my profit will simply be kept, I find that unfair, it is simply an accusation that is not true!
I didn't get an answer to a request from the casino!
I'll upload the email as a picture so you can see it.
Please help me Casino guru
Sincerely, Jonamia
Automatic translation:
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11 months ago
Dear Jonamia,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Happy Hugo Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise if you experienced any irregularities while playing in the casino before your account was blocked?
Could you please advise which games you have played in the casino?
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,
Tomas
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11 months ago
Translation
Hello Thomas,
Since I play at several casinos, I don't know exactly which game it was, possibly Black Hawk deluxe and/or Cazino Zeppelin from Avatarux. Since I don't have access to my account, I can't see the betting history. Maybe Happy Hugo will give you the copy from the history.
I thank you for the help.
Best regards
Jonamia
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11 months ago
Thank you very much, Jonamia, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Happy Hugo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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11 months ago
Hi Jonamia,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Happy Hugo Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked and winnings confiscated?
Thank you.
Best regards,
Tomas
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11 months 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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10 months ago
Dear Jonamia,
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 (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
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