The player's winnings were confiscated for an alleged breach of the bonus terms. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Happy Hugo Casino - The player's winnings were confiscated.
Black points: 609
Amount: €18,000
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.
5.8
Happy Hugo Casino has a Safety Index of 5.8, 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
2 years ago
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2 years ago
Translation
I won €18,000 and wanted to withdraw it. First the verification took DAYS... No answer from the support. Then my payout (4 pieces - total 18k) was canceled.
I get an email saying I've played with €5 (maximum allowed seems to be €4) and games that weren't allowed according to the fine print. But I didn't do that until I fulfilled the rules of the bonus.
The games were also available so I got to play too!!! Aside from the fact that I NEVER touched the €350 bonus... I never gambled away more than my deposit.
I have to mention that I've already played 2x with this bonus before, also over €5 and also the "apparently not allowed games", but since I lost everything here, it didn't matter.
I have documented everything very precisely, with screenshots and attached.
This homepage is just SCAM!!!!
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2 years ago
Hello marg4n,
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 is yes, since when exactly? Are you able to access your betting history or request it from the casino and send it to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Please note that as long as you have played restricted games, the casino shouldn't void your balance but if you did bet over the maximum allowed bet while the bonus was still active, there isn't much we can do.
Looking forward to your answer.
Regards,
Nick
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2 years ago
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Good day,
the problem is that all conditions state that the bonus amount must be wagered 1x (!)! I've done this almost 3 times! The amount was never touched.
So would the bonus amount be valid for life until I gambled EVERYTHING?
No!
And otherwise I would have won everything with the deposited 350 anyway (if they had canceled my 350 bonus) since I never touched the bonus amount.... So no matter how you spin it - I did everything right!
The bonus conditions were met (see detailed description PDF file) and only then was the stake increased and all games played.
So the winnings were okay!
Again:
If you don't want something to play, like any other site: IT MUST BE LOCKED. Or a warning or something.... not after winnings (on the 3rd time using the bonus, all of a sudden saying "it doesn't count now"...
Then I should have at least gotten the 900+300+350+350 deposits. Since it was always played the same way. Not even 350 returned, rest was confiscated just because they don't want to pay!!!!
SO:
I wagered almost 3x the amount of €350 before doing something "which was not allowed - as they say". At this point I had already fulfilled the complete bonus conditions !!!!
You can deduct the €350 from me... but certainly not the €18,000 winnings!!!!
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2 years ago
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Something else:
The player (GERMAN-SPEAKING) is not responsible for the bad translation of the bonus rules. I can well imagine that they would like it to be different. But the German bonus rules now write: Everything (!) can be paid out immediately, but at least 1x wagering of the bonus amount.
That was done!!!!
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2 years ago
Is it possible to forward your betting and bonus history together with the communication with the casino to nikolas.b@casino.guru please?
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2 years ago
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Hello, unfortunately I get neither answers nor other information from the casino. Get ignored all the time. Attached is a screenshot. I filmed EVERYTHING (!). So you can understand that what I wrote is correct !!!... I also attached the correspondence... I left out the last mails, because I was ignored anyway and didn't get an answer!!!
This casino is pure SCAM!!! So if you don't see that... I don't understand the world anymore!
Unfortunately, a video is too big for an email.
Here you can download all documents:
Please view Summary.pdf. Everything is described in detail here! And you see that 1. I NEVER touched the bonus. 2. already wagered the bonus more than 2.5x before I raised / played other games (the terms say wager 1x!!!)... and that I did absolutely NOTHING wrong...
In addition, they would have blocked "forbidden" things too... but I COULD play because it was OK too....
Now they have to pay 18k and they refuse... WHAT AM I DOING???
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2 years ago
Hello marg4n,
Even if the video file is too big, could you please forward all the documents which are possible to send to nikolas.b@casino.guru?
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2 years ago
Translation
In earnest? I take the trouble and do everything extra so that I have all the data…. because this DRECKS-SCAM site doesn't even give out the data here, and that's not enough? Can you read EVERYTHING here? should I send 199 screenshots of it? That is also too big for a mail and WE transfer….
So seriously... I've already sent more than everything... it doesn't get any more obvious that this site is just a scam!!!!
Are you even looking at my data? The PdF alone explains everything
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2 years ago
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Otherwise google the casino... or look at the offers... look on twitter... wagerfree bonuses everywhere... they even advertise it!!!! then simply pocket the winnings! ridiculous!!
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2 years ago
Hello marg4n,
I would like to ask you again to forward the documents to my e-mail address due of safety. We are unable to check the documents from the link you provided.
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2 years ago
Thank you marg4n for all the information. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello marg4n,
I'm taking over your complaint. 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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2 years 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’.
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2 years ago
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Ah, if the culprit, who knows exactly that HE is to blame and is wrong, doesn't answer... then it is unresolved? Wow…
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2 years ago
Hello marg4n,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
