The player from Russia had been unable to access his casino account after making a 300 USD deposit. The casino's support team had claimed that there was no record of his account, implying it might have been deleted. The player had had evidence of his deposit transaction. After the provision of transaction evidence, the player informed us the casino acknowledged an error on its part. They had refunded the player's deposit, and the issue had been successfully resolved.
Hugewin Casino - Player's account is missing.
Amount: 300 ₮
Hugewin Casino
Safety Index:Very lowSafety 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.
3.4
Hugewin Casino has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Good evening administration. I want to share my story with this casino. I topped it up with 300 USD, but today I can't log in. The support writes that such an account has never existed or been registered. I want to point out that I didn't get a chance to do anything there, they simply seemed to have deleted my account. I have a deposit transaction.
Automatic translation:
Public
Public
8 months ago
Dear yjkydyk37,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hugewin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please show a screenshot of how it looks like when you attempt to log in to your casino account?
- Could you please share a confirmation email your casino account was created?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
8 months ago
Translation
Unfortunately, I myself was shocked that they did not send an email when creating an account, their email was not even working, I tried to send them a screenshot, they wrote no messages from me. I sent you 2 screenshots where my id and my login in their casino are clearly visible, but they write that there is no trace of such an account, then let them trace the transaction to where my 300usd deposit was
Automatic translation:
Public
Public
8 months ago
Translation
Dear Thomas, I have already tried to identify my account but without success. The bookmaker insists that such an account has never existed
Automatic translation:
Public
Public
8 months ago
Do you have proof of deposit in the casino?
Have you provided it to the casino, please?
Public
Public
8 months ago
Translation
I provided them with the txid of the transaction, I can send you a screenshot of the transaction here
Automatic translation:
Public
Public
8 months ago
Translation
they replied that they had a public address, something like that, in general, I can provide a screenshot of the transaction, they did not respond to txid at all
Automatic translation:
Public
Public
8 months ago
Translation
everything is fine, I sorted out the account closure, it was an error on the part of the casino, they admitted the mistake and refunded my deposit. The complaint can be closed as resolved.
Automatic translation:
Public
Public
8 months ago
Dear yjkydyk37,
I'm relieved to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
