The player from Germany, who had previously made successful withdrawals, was experiencing delays with a recent withdrawal request. Despite daily communication with the casino's customer support, the issue remained unresolved. The player affirmed that his winnings were not tied to any bonuses and his account was fully verified through the KYC process. Our attempts to gather more information from the player were unsuccessful, leading to the complaint being rejected due to lack of response from the player.
Happy Hugo Casino - Player's withdrawal is delayed despite KYC verification.
Amount: €15,000
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
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8 months ago
Translation
Good day,
I have made several withdrawals from this casino in the past, including substantial amounts, and they've always been issue-free.
But this time, I just feel like I'm being led on.
I contact customer support once a day and receive the same response each time — that they're working on it and the transfer will be made as quickly as possible.
Unfortunately, nothing seems to be happening, and I'm beginning to write off the money.
I didn't use any bonuses for this win, I'm fully registered through KYC, and customer support claims there are no issues on their end.
Automatic translation:
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8 months ago
Dear Generieve,
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 when exactly you submitted your withdrawal request?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with customer support regarding the problem with your withdrawal? Is there some general technical issue or is the problem related to your account only?
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
Veronika
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8 months ago
Translation
Good day!
I made the payment via instant transfer on March 3rd, 2024, yes I know, wait 14 days.
Nevertheless, it should be done relatively promptly, especially because it is not the first payment.
I last wrote to support today around 11:30 and as already mentioned, I didn't use any bonuses
Automatic translation:
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8 months ago
I can see that you already know our policies regarding the 14-day waiting time 🙂. Could you please advise if you received your withdrawal yet, by any chance?
