The player struggles to withdraw his balance due ongoing verification. The complaint was resolved as the player received his payout.
Happy Hugo Casino - The player struggles to withdraw his balance.
Amount: €700
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and Gentlemen
after requesting payment, I was asked to upload a bank statement for KYC verification. I complied with this request. According to the casino, this verification process takes up to 48 hours. I sent an account statement 3 times. The first time on 11.09, the last on 13.09. I received confirmation of receipt of the document, but it was neither accepted nor rejected. Unfortunately, the support cannot or does not want to help me further, except to say they open a ticket to speed up the case. In total, there are 3 payouts with a value of 700 euros. Maybe you can help me that the verification takes place and my money is paid out.
regards
Michael Wuzer
Automatic translation:
Public
Public
2 years ago
Hello Cheesus420,
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 exactly is the verification process ongoing? Which documents have been already approved and which ones not, did the casino let you know in any way? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Casino replied and confirmed the documents. Payout has been approved. Now just wait for it to arrive.
Automatic translation:
