The player's account got closed for breaching the bonus terms. The complaint was closed as the player stopped responding.
Happy Hugo Casino - The player's account got closed.
Amount: €400
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
1 year ago
Public
Public
1 year ago
Translation
I made 2 deposits and got 100% bonus each time (no wagering requirements).
I won higher amounts several times and wanted to cash out a total of €400.
Since the payouts had not been processed after 4 days, I sent an email to support.
He shared this with me today
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.
I have never had a wager of more than €1. My account also seems to have been suspended as I can no longer access the site.
Now there are 400 €, which I am obviously entitled to.
I ask you for help.
LG
Otherwise it is the HappyHugo Casino. Unfortunately I did not find this in your selection.
Automatic translation:
Public
Public
1 year ago
Hello susannesass,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Happy Hugo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you purchase any in game bonus feature which cost more than the allowed bet? Why was your account disabled? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello and thanks for the help.
First of all:
Dear Susanne,
In reference to your previous email,
Kindly note that, we didn't block you the access to your Casino account, this might be a Website error.
In order to help you out with the issue, I invite you to clear the cookies and to allow them again.
If the issue persists afterwards, I invite you to get back to us.
Your patience and cooperation are highly appreciated.
Please do not hesitate to contact us via email 24/7or via live chat between 10h00 CET and 23h00 CET for any further assistance.
warm regards,
aly,
Happy Hugo Casino
No idea how much truth there is in there - I have my own opinion.
I was able to log in again and of the €400 I still had €70...
My account is verified, it should have been in March or April. I don't have the emails anymore. Had already received payouts in advance without any problems.
I don't know if it's a matter of interpretation: I like to play a game where you trigger the bonus game immediately for €20, but with a bet of 20 cents. For me there is a clear difference. I also did this with an active 100% bonus.
Automatic translation:
Public
Public
1 year ago
Hello susannesass,
Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru?
