HomeComplaintsHappy Hugo Casino - The player's winnings were voided.

Happy Hugo Casino - The player's winnings were voided.

Amount: €17,000

Happy Hugo Casino
Safety Index:Below average
Submitted: 28 Jan 2023 | Case closed : 12 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player's winnings were voided for breaching the bonus terms. The complaint was closed as the player stopped responding.

Public
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1 year ago
Translation

Payouts of 14k euros + credit of about 3k was simply deleted from my account. I had accepted a bonus to my deposit and was now being punished mercilessly for it! For a while I played small stakes and then raised the stakes a little and won. I then requested a 2k withdrawal and canceled the bonus which I haven't used yet! I then increased the stake for the remaining credit and made a fat 20k+ profit (bonus had already been cancelled). 14k were requested for withdrawal and around 3k were still on the account. Now it's all gone and I'm told I made spins over €4/spin. 1 bonus money was not touched. 2 the big spins were only after the bonus had already been canceled 3. If it's not allowed, why can you play for bigger stakes?

Automatic translation:
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1 year ago

Hello Cazzador,

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 since when is your account fully verified? Which exact bonus did you claim? Is it possible to send us your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago

Dear Cazzador,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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