Hugo Casino - Player accidentally cancels winnings, casino refuses to reverse.

Dear sir or madam, I signed up to this casino got my welcome bonus and managed to win 5200 eur. Now the issue starts with me changing my wagering . I checked it and as I scrolled up I accidentally pressed cancel. This meant I lost all my money . There was no pop up confirming that it was just a genuine mistake. This casino is now refusing to undo the change. Spoke with 5 different agents 2 managers and they are refusing to help. This account is registered under my same email address. Please help

Dear Joseflee,

Thank you very much for submitting your complaint. I'm sorry to hear about the frustrating experience you've had with the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional information? Specifically, we'd like to know:

• Can you confirm the date and time when you accidentally canceled your bonus?
• Did you receive any confirmation or notification from the casino when you canceled the bonus, or was there any indication that it was irreversible?
• Have you retained any communication or screenshots from your interactions with the casino's agents regarding this issue?
• Additionally, if you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for our reference.

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,

Petronela

The issue happened on the 26/04/2024 at close to midnight . Your second point, there was no notification or possibility or reversal . There is history of my chats and I should be able to provide them

Dear Joseflee,

Upon reviewing your account activity, we noticed that following the accidental cancellation of your bonus, you continued to deposit and engage in gameplay on our platform without notifying us immediately via chat. This pattern of activity suggests a different intention than simply rectifying a genuine mistake.

While we sympathize with the frustration this situation may have caused, we strive to maintain fairness and transparency in our operations. However, in the spirit of cooperation, we are willing to credit the initial bonus amount of 150 EUR back to your account.

We hope this resolution aligns with your expectations, and we remain available to address any further concerns or inquiries you may have.

Warm regards,

Hugo Casino Representative

Dear Sir/ Madam

I sincerely appreciate your response and that you are trying to rectify the issue. Yes I did deposit more but that does not mean that I was not frustrated. I was made another deposit as I was frustrated that I had a response that it cannot be restored. Nevertheless, that should not be a reason to decline my appeal on the issue as I am trying to deal with the matter professionally. If I knew you gonna use my another deposit which by the way happened on the same night I would have never bothered depositing again. I tried to chase the 5000 Euro that I won back. I am afraid 150 Euro is sincerely very poor compared to what I won. Can we try to resolve this matter a little bit more humanely? Thank you

And I do apologise but as soon as the issue happened I have contacted the live chat and even spoke with the manager. Please check the history of the correspondence from my account as I do not have the copy of it. I am 100% certain that I contacted you guys straight after it happened and been told that it's not possible. Check your chats please.

Thank you very much, Joseflee, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Joseflee,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will continue the discussion with the casino to find a suitable resolution to this case.

Dear Hugo Casino,

I understand that the accidental cancellation of the bonus and subsequent deposits are not really common in such situations. However, most casinos do implement a "confirmation of the bonus cancellation," which prevents unintentional cancellation like it seems to be in this situation. If the player has gained their winnings fairly, it is very unlikely that someone would want to cancel their winnings.

Please feel free to provide us with additional information that might shed a different light on the situation but as for now, it looks like the fair thing to do would be to restore the entire "canceled" balance back to the player. I'm looking forward to your response.

My dear Michal yes and that's what I requested from the company to add a pop up window that will prevent this from happening. They do not have this window they just allow you to cancel freely!

Think logically. Which person in the right mind would deposit 250 euros and then cancel 5000 euros winnings? I am sure that speaks for itself. The casino is currently being sneaky and even lying with the fact that I did not contact them when it happened. I expected them that they will say no to my request, but never the fact that they would call me a liar.

Agent says she checked the account. Well please check again because I spent almost 1 hour on the chat arguing with your staff and frankly you are offending me now that you are calling me a liar !

I should not be penalised for the fact that a website that support mobile phones with touch screen does not have a window confirming that the cancellation will happen. I simply scrolled up. To return to games upon checking what is the wagering. I did not expect that I will accidentally click on cancel. I just used my finger to scroll up and when I did my balance was gone ! I contacted chat immediately. I spoke even with the manager I argued with your staff member he said it's a policy and so on then I said I want manager he said it's policy and such. So you as a company are not new players friendly and not mobile friendly since there is no window that confirms cancellation. I am sorry to have a go but I am still annoyed by the previous comment about the lady or gent checking the account and saying I did not contact them. So the casino is basically saying I deposited 250 euros through deposit bonus won 5k and just cancelled it. Right so why am I playing to cancel bonuses or what am I doing on the casino page? Then they say , I did not contact them deposited more and contacted them when. Week later? Next day? Month later? I expected them to be a little fair but not to call me a liar that's one thing. Secondly if you gonna return the money and I will pass the wagering I already know what the casino will do. They will take ages to accept my withdrawal and after that I will get an email to confirm my identity. I am sorry but these are usual . They don't care who deposits. But after deposit when someone wins they care.

Dear Michal,

We completely understand the importance of implementing features such as a "confirmation of bonus cancellation" to prevent unintentional actions. We want to assure that we are actively working on adding this feature to our platform to enhance the user experience and minimize any potential issues in the future.

In regards to the win, we have sent additional information that may shed a different light on the matter and provide clarity on the circumstances surrounding the cancellation.

Kind regards,

Hugo Casino Representative

Dear Hugo casino representative. The fact that you are currently working on implementing the change does not change the fact that when I used your platform this feature was not implemented when I lost my finances. I also noticed that I have contacted customer service a week ago via email and still no response. I requested history of the chats but appears that someone from your end is trying to prevent this from happening. So not only did you call me a liar during the previous comment but now you also trying to defelect my complain by trying to shine light on this matter. What is there to shine light on. I lost my funds due to poor design of web I contacted your representatives on chat including the manager. They said no. I deposited again. If that is something you are shining the light on then your excuse is frankly very poor. Additionally you said we are willing to offer you 150€. Now you are shining light on matters differently. I am kind of sick and tired by the excuses you are making as a company.

Dear Hugo Casino team,

Thank you for the provided information and evidence.

Dear Joseflee,

As I have mentioned, I understand your viewpoint, and we also advocate for automatic implementation features such as a "confirmation of bonus cancellation" to prevent unintentional actions if this was the only issue I would try to convince the casino to reinstate the canceled bonus for you, however, after gathering further information and evidence including your gameplay it came to light that you have breached the max bet rule while playing with the bonus.

As mentioned the Hugo casino Bonus terms: 

"6. The maximum bonus bet amount is €5. Bonus buy features, bonus rounds (purchased within the game), bets doubling will be included in the maximum bet amount."

You placed multiple bets exceeding the €5 limit before accidentally canceling the bonus, resulting in the winnings obtained from such gameplay not being acquired fairly. Therefore, even if the bonus had not been canceled, you would not have been entitled to the winnings.

I kindly request confirmation from the Hugo Casino team regarding the feasibility of the previous offer to credit €150 as an attempt to resolve the situation. However, due to the aforementioned circumstances, the return of your previous winnings is not possible.

Dear Michal,

I am attaching screen shots. First game I played was big bass and I did 6€ spins that included bonus balance and my balance. I did around 10 spins or so and landed a bonus which paid 4800 euros or so. This was not a bonus buy. To my knowledge casino takes your money first and then what remains are bonus funds. So what I am being told here now is that within 10 spins at 6 Euro a spin I wasted my balance? Look at the screenshots

Secondly if they claim that it was a bonus buy, I am sorry but yet again why does it allow purchase over 5 eur? If I had not accidentally cancelled the bonus would that then mean they would have to pay me that money? This is just diabolical.

Also why is it so hard to send me proof of what they are talking about when I am requesting it from their chat ? Additionally why is it not in the games history ? I started playing around 9pm ish . All the data from that period is gone

Dear Joseflee,

We appreciate your understanding and willingness to discuss the matter further. After reviewing the details and examining your gameplay, it's clear that there were breaches of our bonus terms, specifically exceeding the maximum bet limit on bonus balance.

We understand that unintentional mistakes can occur, and we empathize with your situation. However, it is important to adhere to our terms and conditions to ensure fairness and consistency for all our players.

In an effort to resolve this matter amicably, we are willing to credit to your bonus balance €150, which is the amount you initially received as a bonus. We hope this gesture demonstrates our commitment to customer satisfaction and fairness.

We genuinely apologize for any confusion or frustration this situation may have caused you. Our goal is to ensure that all our players have a positive and enjoyable experience at Hugo Casino.

Kind regards,

Hugo Casino Representative

Hello there Hugo slots, my deposit was 2x €250 eur not 150 and the deposit bonus was 100%. Secondly I want to wait for the response of casino guru but I do although admit that I am becoming kind of tired of this chase. Firstly there should not be an option to bet higher than you are offering as certain casinos say higher than bonus amount bonus won't be used or deposit more. Neither of those are options are working at your casino and I feel like I am being penalised for not reading your terms and conditions when common sense says deposit up to so much receive so much but nowhere in the ad does it say limit is 5€ I am sorry but you are being as a company unfair. Firstly I deposited 250 eur now you giving me 150 with 100% deposit bonus you just don't seem to get things right. And if we talking fair game, deduct then 2000 and give me at least 3000 if the 1 eur makes a difference but knowing how greedy you people at casinos are I know the answer will be no. Next thing is, that it is very upsetting how you are treating your customers with such an advertisement and then expect them to read everything through at least say max bet is €5. Mine was €6 . So over 1 euros I lose almost 5000. Not cool from your side. I will contact my friend who streams slots and has huge followings ans will ensure that this is mentioned, not wanting to damage your business but you are damaging me mentally. He has over 900 viewers at the time and this will have a negative impact on you guys. I will also send you a link here when he says not to use you.

Dear Joseflee,

I understand your frustration with the whole situation, and I can once again agree with you that the maximum bet amount while playing with a bonus should ideally be limited by the casino system automatically so that the player doesn't accidentally breach it. While many casinos have adopted this feature, it's not yet an industry standard. If there were just one or two such bets, I would still try to find a compromise with the casino team, but as you made many bets over the maximum bet limit, this can't be considered a mere coincidence.

It is crucial for every player to read and familiarize themselves with the bonus rules before claiming any bonus to avoid a situation like this.

While I acknowledge that you may have deposited more than the casino offered as a goodwill gesture to resolve this complaint, the clear breaches of the casino's terms and conditions, unfortunately, render you ineligible for the disputed winnings.

I wish I had better news for you, Joseflee, but after gathering all the information and evidence, I have to say the casino team has acted according to its rules, to which you agreed when you created your casino account.

The decision to accept the casino's offer ultimately rests with you. However, due to the breaches of the terms and conditions, our ability to pursue this case further is pretty much zero.

Dear Michael i appreciate your help i guess this is the part where i give up . Alright Hugo slots you win I accept your offer.

Dear Joseflee, 

I just want to clarify our stance.

Though I'm inclined to believe the cancellation of the bonus was just an unfortunate "mistapping," and I do believe that you've not intentionally breached the max bet rule, we can't blame the casino team for taking actions according to their rules. I once again agree with you that the casino could have set up its system to minimize the occurrence of such a situation, and I strongly recommend the casino do so. However, the player's responsibility to familiarize themselves with the bonus rules before claiming any bonus is a significant factor. Although we always try to help, our ability to do so in such situations is close to zero, and we had to close previous similar complaints as rejected. I understand the offer made by the casino might seem insufficient from your point of view, but as I mentioned, considering all the circumstances, it appears to be a reasonable attempt to mitigate your disappointment.

Dear Hugo Casino team,

Could you kindly inform us about the expected timeframe for the crediting of the offered bonus to the player's account as a resolution of the complaint?

Dear Michal ,

I still appreciate your help and thank you for backing me up against these corrupt people. It's a shame that because of 1 eur extra I am losing 5000 euros. It's okay as I stated I will notify my friend who streams him gambling with huge following and also people I have personal connections with who are we could say famous,who have an influence and will tell them about this deal with Hugo slots if 5000 is an amount they refuse to pay I guarantee they will lose millions and will happily post pictures of statuses these friends of mine will make just to prove that I am not joking and there are millions of people following these accounts. Once again thank you Casino guru for your help and you have been an absolute legend Michal. Shame we could not win this case but we will win it in another way. Have a good day.

Dear Michal,

The bonus was credited successfully to clients account and just needs to be activated in the "My Bonuses" section.

Kind regards,

Hugo Casino Representative

Dear Hugo Casino team,

Thank you for awarding the player with the bonus goodwill gesture in an attempt to resolve this complaint.

Dear Joseflee,

As mentioned above the bonus is available in the bonus section of your account, feel free to use it at your convenience.

I once again understand this might seem insufficient from your point of view, but the clear breaches of the casino's terms and conditions, unfortunately, hinder other possible routes to find a suitable resolution to your complaint. Despite any disappointment you may feel, I hope you'll agree with me that the casino team has made a genuine effort to address the issue by extending a goodwill offer especially considering they were not obliged to do so.

With all this being said, can we consider your complaint as sufficiently explained/settled, or can I assist you with anything else?

Dear Michal ses its insuffucient without a doubt. What else can I do? Bonus was credited thank you for your help

Dear Joseflee,

Thank you for your response. I understand.

Regrettably, under these circumstances, I am unable to offer further assistance, and thus, this complaint will be classified as rejected. I would like to thank the casino team for their cooperation and the goodwill gesture.

I can only recommend checking and familiarizing yourself with the bonus terms and conditions to avoid disappointment like this in the future.

Do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru