Happy Hugo Casino - Player's winnings were confiscated.

I deposited 85e into the casino, and a Chat-service representative added a manual 85e bonus for me. I played the games with small bets, as usual. I even managed to win some games. While I was playing a game called FU88, the game was interrupted, forcing me to open it again. My bet had somehow increased significantly, and I had unknowingly played three times with this high stake. Another game, FORTUNE88, also got interrupted and I had to reopen it, but it did not resume from where I had left off. Even the entire casino page had logged me out once, necessitating a re-login.

When I tried to withdraw my winnings, my request was declined on the basis that I had violated the terms of service. I was even accused of fraud, an allegation I consider defamatory. They said I could check my history to see that my stake was excessively high. I asked for recordings of the game's progress, but they have not sent it, which would also demonstrate how the game functioned. My game account was credited back with the 85e I had initially deposited after some waiting.

I sent multiple messages to their customer service, and they only responded with similar messages, stating that if I continued to message them, they would close my gaming account. This eventually happened. Now I am sending messages to them but not getting any responses. The chat-service representatives were also very rude. One of them claimed that I had played most games with high bets, which is not true as I have fully checked my gaming history. I would like to hear from you before this goes public.

Dear Hattara,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"Maximum bet while having an active bonus or Free spins bonuses, is €4 or A$4 or $4 per spin/game. Any purchase of in-game bonuses of a value greater than the authorized max bet will be considered as bonus abuse.In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus including cashback offers. $10 is the maximum bet unless specifically stated otherwise. Betting above $10 during a bonus playthrough will result in any promotion winnings voided."

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Do you have a video recording or other proof that the technical difficulties might have caused this issue?

If you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hey,

It's about how the game works, and how high the stakes were when I opened the game again. I have asked Canino for a recording of the gameplay, but I have not received it.

Thank you for your reply, Hattara. Although I understand your frustration, it would be close to impossible to prove that this was the casino's mistake without strong supporting evidence. Games often malfunction and in most cases, it is out of casinos' hands, therefore we cannot penalize them for it.

My recommendation is to contact the game provider and report the issue directly to them. They are the only ones who can assess if the game functions correctly.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Hey! to which address can I send a check request about the functionality of the games?

As I already explained, you should contact the game provider and they should be able to assist.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.