The player's winnings were voided for breaching bonus terms. The complaint was rejected as the player stopped responding.
Happy Hugo Casino - The player's winnings were voided.
Amount: €1,100
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
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
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2 years ago
Translation
Hi. I used the welcome bonus from the casino, then won 405 euros, of which I had 400 paid out because the bonus was not sticky, according to the bonus conditions it says that as soon as a payout is made, all bonuses expire, I have the last 4 euros then gambled away at razor shark, then my payout was rejected because they say I violated the bonus conditions because I played razor shark, but that was after the payout, and as I said, the bonus conditions say that all bonuses expire as soon as possible you make a payout. The payout was yesterday, this morning I felt like playing, canceled 100 euros again, and then won 1100, which was then canceled at the same time, on the grounds that my canceled balance of bonus Would be conditional, which is also complete nonsense.. So I kindly ask you to help me.
Kind regards
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2 years ago
Hello kevinp92,
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 forward a screenshot of that term which states that the bonus end with the withdrawal request to nikolas.b@casino.guru? Do you still have any balance on your account or was it all voided by the casino?
Please note that in many cases the bonus only ends when the withdrawal is paid out and all balance is considered as bonus money if it's only a pending withdrawal.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi. I looked at the bonus conditions again, and suddenly there is a new line, I add a screenshot, I find this regulation very unfair. 
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2 years ago
Translation
Here you can see that the bonus amount is deducted from a payout, that the bonus conditions then still apply to the last euro, I find it very unfriendly to players.
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2 years ago
Hello kevinp92,
This is not an unfair rule at all. I can assure you that it is common in almost every single online casino. The bonus play is usually finished after withdrawing all the winnings from it. Unless you had any balance remaining on your casino account from the bonus, every new/other win is considered as bonus. Unfortunately there is nothing we can do against it as it is a standard casino term.
Is there anything else we can assist you with? If not, we will be rejecting the complaint.
Regards,
Nick
