Hugewin Casino - Player’s winnings were confiscated due to bonus terms.

Hello. I have registered my account on 4 June 24 and deposited 100 usd and got 100 usd bonus. I have started to spin and got lucky and from the first spin i won 2800 usd. Then i started to complete the wagering requirements. I thought it was done and made withdrawal request ( until wager is not complete system does not allow you to make withdrawal requests). Then my withdrawal was declined and i was said that i have played some slots which do not comtribute to wagering. I thought ok. It was late night, so i decided co complete my wager tommorow. In the morning i wanted to access my account. I was not able to log in. They said it is under observation of their risk department. I hade waited 4 days. And after that i log in, and they just deducted 3000 usd from my account. They say that:

Your bonus and winnings have been canceled. While a wagering requirement is active, users are not allowed to wager on certain games. Please review the welcome bonus rules on the bonus page.

First of all, they do not even have T&C on the main page. They do not have exlicit bonus terms and conditions ( with all conditions, limits and so on). They just have some shitty list. They have not automatically restricted the access to these games.

They even lied to me that they wait some information from providers.

( i attached the screens of my chat with them).

I think that i won fairly. I want my money back.

P.S. they have never asked for KYC

Dear volarlord,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you noticed any pop-up or other warning when you tried opening a game that was restricted according to the Bonus Terms?

Could you please specify what games you played with your active bonus?

I have not received any screenshots from you. Please include them in the thread or send them to my email along with any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika.

I have not seen any pop-up or warnings. Technically it is not restricted or somehow marked. i is just among other slots.

I got almost all my winnings in Dork Unit slot (Hacksaw gaming). Then i played a lot of slots, trying to find the one i like. And as i guess some of them was restricted for wagering. But i agree not to count bets in these slots for wagering, but why take all my winnings.

And yes i forgot to attach screens. I am sorry fot that . I will atach screen now. ( If it is not attached, it means i have sent it to you)

Hello Veronika i have sent you a letter.

Thank you very much, volarlord, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi volarlord,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Hugewin Casino to the conversation to participate in 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.

Hello,

The member who complained to you created a membership on the same day, then immediately deposited money and received a welcome bonus. This game, where our member made a suspicious profit with the 'dork unit' game, is not included in the welcome bonus from the very beginning, as can be seen from the bonus rules.

You can access it by entering and scrolling to the relevant place. HugeWin does not accept any responsibility for the complaint. The complainant was found to have tried to circumvent the bonus rule and this has been reported to the provider. 

As you can see, all rules and information are publicly available. You can find the bonus rules on the main page of our website ( https://hugewin.com/en/promotion/welcomebonuswelcomebonus ) and all terms and conditions in the bottom right corner of our website under RGA & GT&C (Responsible Gaming Agreement (RGA) and Gaming Terms and Conditions (GT&C)). 

By the way as you will see all over our website, 'Hugewin reserves the right to change or terminate relevant promotions and rules without giving any reason.'

In summary, there is no loss in the amount he mentioned. The player did not fulfil the wagering requirement and won in a game not included in the bonus, using his entire balance. To summarise, the player has placed a bet against the rules and therefore the wagering requirement was not fulfilled. the player's principal has been refunded to him. There is no loss.

HugeWin.

Hello Peter, it is obvious that they added that game after i played it. I will send all proofs to your email.

Dear Hugewin Casino team,

Three weeks ago we closed almost an identical complaint in favor of the player. The issue was the same. The player allegedly played an excluded game. If you look at the list of the games, it's way too many games for players to remember, in some cases "all games" are mentioned or games from certain game providers. The list appears to be very messy and keeps changing. We are convinced that restricted games should be enforced on the software level, or the restricted games should simply give zero contribution to the wagering. The player should get paid their winnings in full.

Hello,

There is no concrete evidence on which you base your comment, how can you decide in favour of the player? Very simple ctrl + f and find the banned game. For some reason, all players are from the same country and complain about the same game/provider... It is good that you are not an official institution because you make unfounded decisions.

So you're making a judgement based on your feelings, not on the specific case, but on the similarity, apart from this, our site has not violated the licence rules.

The rules are our rules and are publicly available.

I would also like to point out that the incident you mentioned 3 weeks ago was decided in our favour by the licence.

Best regards,

Peter, i have looked at the complained you mentioned, and there was no game i played, so it is proof that they just added that game after i played it.

Dear Hugewin Casino team,

We can't definitively verify if the game was previously included on the list. However, the list is huge and messy. If you want to restrict some games, we recommend you do it on the software level. No player will be able to remember 374 games and game providers that they are not allowed to play with the bonus. When it comes to the Curacao eGaming authority, they tend to be very tolerant towards casinos and mostly don't consider the fairness of the cases.

Dear volarlord,

I’m afraid the casino won't be paying you your winnings. 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 reconsider, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter