Hugewin Casino - Player's winnings were confiscated.

Hello, on 22 April i have made deposit of 100$ and got 100$ bonus. Then i played 100 bit Dice Slot which was among Slot section. Moreover they had no explicit rules which games i can play and which can not with bonus money. I got lucky and won 4000 usd. Then i played some slots to fulfill wagering requirement. At the end i had 5700 usd at my balance. I requested withdrawal, but they changed my balance and said that i broke their rules.

Dear Fayzer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Did the casino specify which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Hello. They have only one welcome bonus.

https://hugewin.com/ru/promotion

Thank you very much, Fayzer, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Fayzer,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Hugewin Casino to join the conversation and contribute to the resolution of this complaint.

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’ which may negatively affect its rating.

Dear Fayzer,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 (https://casino.guru/licensing-authorities/curacao-license-1) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Hugewin Casino. We received the following message:

"Hello,

Your message has been analysed. There is absolutely no application as you stated in your complaint. It has been determined that you tried to collect the entire balance with the welcome bonus you received with a single bet, contrary to the bonus concept.

 

First of all, we would like to assure you that our platform strictly adheres to industry standards and regulations to ensure fair play and safety for all our users. All kinds of audits are carried out to ensure transparency and fairness. Our website has been operated in accordance with the licence granted to us since day one and serves our valued members from all over the world. In this context, you can find the bonus rules on the main page of our website (https://hugewin.com/en) and all terms and conditions under the RGA & GT&C (Responsible Gaming Agreement (RGA) & Gaming Terms and Conditions (GT&C)) heading at the bottom right of our website. As you will see there, Hugewin reserves the right to change or terminate the relevant promotions and rules without giving any reason. Also, Hugewin may cancel the promotion in cases of abuse. 

 

As you can see, all rules and information are publicly available. Hundreds of members use the welcome bonus in accordance with the rules and withdraw many times. It has been detected that you are trying to stretch the bonus and bypass the system. 

 

As you said, your balance has not been changed, as you know very well, the bets you received due to the way you used the bonus were cancelled in accordance with global rules. Your deposit has been returned to you by our finance department, in this context, there is no error or misunderstanding about your deposit refund for betting against the rules. It is not right and unethical to abuse the service you receive by trying to create a deficit in the system. 

 

If you wish, you can continue to bet transparently with the amount you have invested. However, we regret to inform you that we cannot rightfully assist you in this regard unless your bonus redemption pattern changes. We also appreciate your feedback on our platform and will take it into account as we continue to improve our services. We aim to provide a reliable and enjoyable gaming experience for all our players. We hope to have the opportunity to regain mutual trust in the future. If you have any further concerns or questions, please feel free to contact us.

 

Kind regards,

Hugewin Team"

Hello Peter, as you can see they use vague defiinitions and can't say what i have done wrong.

I want to know your opinion Peter.

Dear Hugewin Casino team,

Please explain the strategy that was used in more detail and include evidence to support your claims. You can send it directly to my email address (peter.m@casino.guru).

Dear Hugewin Casino team,

Thank you for your email. I reviewed the provided evidence but I'm afraid we won't be able to accept the arguments. Nowadays, restrictions on gaming limits are often put in place in casino software to prevent players from accessing restricted games. In this case, there is a huge list of games (see below), game providers and it even says "All games". I can't imagine a player who could remember all these games and game providers to avoid them when playing with bonuses. And what does "All games" mean? These restrictions are one of the most confusing I've ever seen. We are convinced that the player should get paid their winnings in full.

Here's the list of the restricted games and game providers for illustration:

3 Oaks Gaming

All games

Belatra

7 Days The Spanish Armada

Full Moon Magic

Richy Hog

Zombie Town

BGaming

Candy Monsta

God of Wealth Hold And Win

Hit The Route

Johnny Cash

Journey Flirt

Maneki 88 Gold

Mice & Magic Wonder Spin

Road 2 Riches

WBC Ring of Riches

Wild Heart

Big Time Gaming

Lil Devil

Royal Mint

Blueprint

Bankin' More Bacon

Bounty Hunter: Unchained

Cash Strike

Fat Stacks Miami Cash

Funky Buddha

Gold Strike

King Kong Cash

King Kong Cash Even Bigger Bananas Megaways

King Kong Cash Full House

Madame of Mystic Manor

Plenty O' Fish

Rise of Atlantis

The G.O.A.T

Bombay Live

Royal Riches Roulette

Booming Games

Billy Bob Boom

Butterfly Charms

Fortune & Finery

Money Inc

Red Hot Volcano

Treasure Vault

ELK Studios

Birthday!

Bloopers

Ecuador Gold

Electric Sam

Kaiju

Lake's Five

Miss Wildfire

Poltava

Sam on the Beach

Endorphina

Football Superstar

Golden Ox

Jade Coins

Joker Ra: Sunrise

Lord of the Seas

Lucky Streak X

Moon Tiger

Ninja

Oriental Dragon

Evolution

Auto-Roulette

Bac Bo

Stock Market

VIP Roulette

Fantasma Games

24 Star Dream

Circle of Sylvan

Fortune Llama

Miss Rainbow

Prometheus: Titan Of Fire

Shadow Summoner Elementals

GameArt

Angry Dragons

Fate’s Fury

Great Buffalo Megaways

Pirate’s Pearl Megaways

Safari Gems

Wild Marmalade

Games Global

11 Enchanting Relics

1st Of The Irish

3 Lucky Rainbows

9 Skulls of Gold

Africa X UP

African Legends

Age of Conquest

Agnes Mission: Wild Lab

Akiva: Claws of Power

Amazing Link Apollo

Amazing Link Bounty

Amazing Link Hades

Amazon Kingdom

Amazon: Lost Gold

Amber Sterling's Mystic Shrine

Ark of Ra

Augustus

Avalon

Bling Bling Penguin

Bolt X Up

Book of Oz

Buffalo on Fire!

Bust The Mansion

Captain Wild

Chronicles of Olympus X UP

Crazy Digginz: It's All Mine!

Diamond King Gold

Diamond King Jackpots

Diamond Sands

Dr. Wildshock: Mad Loot Lab

Fiona’s Christmas Fortune

Fire and Roses Joker

Fish 'Em Up

Fishin' Christmas Pots Of Gold

Fishin' Pots of Gold: Gold Blitz

Fishing Floats of Cash

Gallo Gold Bruno's Megaways

God of Fire

Gustav Minebuster

Immortal Romance

Immortal Romance Mega Moolah

Lucky Clucks

Lucky Leprechaun Clusters

Lucky Twins Link&Win

Mustang Riches

Oink Farm

Outlaw Saloon

Peaky Pigs

Pile 'Em Up

Piles of Presents

Pirates Quest

Retro Reels - Extreme Heat

Scarab Kingdom

Sisters of Oz WOWPOT

Squealin' Riches

Starlite Fruits Mega Moolah

Super 30 Stars

The Finer Reels of Life

Thunderstruck

Thunderstruck II

Thunderstruck Stormchaser

Ticket to Riches

Treasures Of Kilauea

Triple Irish

Trojan Kingdom

Unusual Suspects

Viking Queen

Vikings Journey

Wild Catch

Wild Link Frenzy

Wild Orient

Witch Feature

Golden Hero

Mimi and Magic Staff

Monster Domination

Hacksaw Gaming

Stick'Em

Jade Rabbit

Steam Spin

Angler's Paradise

NetEnt

Codex of Fortune

Cursed Treasure

Dead or Alive

Lost Relics 2

Jack Hammer 3

Jingle Bells Bonanza

Rainforest Gold

Rome: The Golden Age

Pirate's Party

Serengeti Kings

Street Fighter 2

The Wish Master Megaways

OneTouch

Flexing Dragons

Reel Fruitz Frenzy

Steam Vault

Tiki Terror

Wacky Wildlife

Wealthy Sharks

PG Soft

Dragon Hatch

Dragon Hatch 2

Fortune Dragon

Fortune Rabbit

Fortune Tiger

Fortune Mouse

Fortune Ox

PlaynGo

3 Clown Monty 215 Crystal Roses: A Tale of Love

Baker's Treat

Cat Wilde and The Incan Quest

Chambers of Ancients

Eye of the Kraken

Fulong 88

Gerard's Gambit

Golden Legend

Happy Halloween

Hugo 2

Love is in the Fair

Mahjong 88

Moon Princess

Moon Princess 100

Moon Princess Power of Love

Multifruit 81

Pearls of India

Pimped

Rage to Riches

Royal Masquerade

Sea Hunter

Tower Quest

Viking Runecraft

PopiPlay

Slotham City

Wild Wild Bank

Guns and Dragons

Pragmatic Play

3 Kingdoms - Battle of Red Cliffs

Asgard

Candy Jar Clusters

Cash Elevator

Ding Dong Christmas Bells

Dragon Kingdom

Gold Train

Jade Butterfly

Jungle Gorilla

Lobster Bob's Sea Food and Win It

Spaceman

Pinup Girls

Snakes and Ladders Megadice

The Champions

Wheel O'Gold

Wild Depths

Push Gaming

Hearts Highway

Jammin Jars 2

Mad Cars

Shamrock Saints

Tiki Tumble

Wild Swarm

Wild Swarm 2

Quickspin

Brawlers Bar Cash Collect

Crown of Valor

Skulls Up!

Red Rake Gaming

Boomerang Jack's Lost Mines

Captain Wild

Gustav Minebuster

Million Christmas

Super 30 Stars

Triple Irish

Red Tiger

10,001 Nights Megaways

Bounty Raid 2

Dragon's Clusterbuster

Dragon's Fire Infinireels

Dragon's Luck Megaways

Dragon's Mirror

Dynamite Riches

Dynamite Riches Megaways

Get the Gold Infinireels

Gold Mine Mistress

Gonzo's Quest Megaways

London Tube

Play with the Devil

Primate King Megaways

Reptizillions Power Reels

Siren's Riches

Spin Town

Spooky Carnival

The Wild Kiss

Zaida's Fortune

Zeus Lightning Power Reels

Relax Gaming

5 Monsters

Book of 99

Christmas Santa

Deep Descent

Frequent Flyer

Golden Calaveras

Great Pigsby Megaways

Hellcatraz

Not Now Norman

Orca's Wild Bonanza Extenda Edition

Phoenix Up Cash

The Wild Drifter

Tiki Bonanza

Titan Strike

Towering Pays Egypt

Treasure Pirates

Valkyrie Wild Storm

Wild Donuts

Spinomenal

1 Reel Baba Yaga

1 Reel Beauty

1 Reel Buffalo

1 Reel - Caribbean Treasure

1 Reel: Cash Vault

1 Reel Demi Gods II

1 Reel Demi Gods III

1 Reel Demi Gods IV

1 Reel Egypt

1 Reel Elves

1 Reel Fruits

1 Reel Golden Piggy

1 Reel Halloween

1 Reel Hawaiian Bliss

1 Reel Joker

1 Reel Majestic King

1 Reel Mammoth

1 Reel Monkey

1 Reel Panther

1 Reel Patrick

1 Reel Reef

1 Reel Shamrock

1 Reel Thanksgiving

1 Reel Wolf Fang

1 Reel Xmas

Aztec Spell

Aztec Spell - 10 Lines

Beer Collection - 20 Lines

Beer Collection - 30 Lines

Book Of Demi Gods III

Book Of Rebirth

Book of The Divine

Colossus Fruits

Comic Craze

Demi Gods III

Egyptian Rebirth II

Egyptian Rebirth II 10 Line

Fruits Collection – 10 Lines

Gangster's Gold

Goddess Of Lotus

Goddess Of Lotus- 10 Lines

Magical Amazon

Penny Fruits Xtreme

Queen Of Fire

Spinning Beers

Story of the Samurai

Story of the Samurai – 10 Lines

Stake Originals

Dice

Crash

Dragon Tower

Limbo

Hilo

Slide

Mines

Blackjack

Thunderkick

12 Bolts of Thunder

1429 Uncharted Seas

Beat the Beast: Quetzalcoatl's Trial

Not Enough Kittens

Raven's Eye

Rocket Fellas Inc

The Rift

Truelab

Aztec Legend

Crypts of Fortune

Day and Night

Victoria Wild

Victoria Wild Deluxe

Wazdan

All games

Hello Peter, let me explain you.

First of all, it is not even their list. They just copied it somewhere. As you can see there are providers and games, which are not presented at their website.

Second, the name of providers are here just to be easier to find which games of provider are banned.

For Example:

PG Soft

Dragon Hatch

Dragon Hatch 2

Fortune Dragon

Fortune Rabbit

Fortune Tiger

Fortune Mouse

Fortune Ox

It means that these 7 games of PG Soft provider are banned, not the all games of provider.

And when we see this:

3 Oaks Gaming

All games

It means that all games of 3 Oaks Gaming provider are banned.

It was confirmed by their support Harry, i have not screens unfortunately.

So in my situation, the 100 Bit Dice was not in the list.

Only these slots of Relax provider are banned:

5 Monsters

Book of 99

Christmas Santa

Deep Descent

Frequent Flyer

Golden Calaveras

Great Pigsby Megaways

Hellcatraz

Not Now Norman

Orca's Wild Bonanza Extenda Edition

Phoenix Up Cash

The Wild Drifter

Tiki Bonanza

Titan Strike

Towering Pays Egypt

Treasure Pirates

Valkyrie Wild Storm

Wild Donuts

Hi Fayzer,

Unfortunately, the casino stopped responding. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 (https://casino.guru/licensing-authorities/curacao-license-1) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter