Hugo Casino - Player's account is under review.

Hello,

Yesterday and today I used Hugo Casino and deposited amounts exceeding 400€. I managed to win approximately 2600€ and some change playing Lightning Storm Roulette. However, the casino is blocking access to my account. They requested all sorts of documents from me, like my passport photo and ATM card. I uploaded these to my account, and my account was immediately blocked!

Customer support informed me that the account is under review! But in this manner, I have no information on how long it will take, and there is no response?! This is unprofessional.

Dear erichdvonc73, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved?

Was Lightning Storm Roulette the only game you played?

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

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day Veronica

yes, I chose Kadink because it offers this game with fascinating wins. I also like the way the casino is run, I understand everything, so when I verify the fokumemty, I don't block the client's account because I can't log in, yes, I uploaded my face ID, my passport, and a copy of the card, and the deposit was made with a virtual card via Apple Pay.

After uploading everything seemed fine, only the document regarding the address of the permanent residence was not verified. I downloaded it from online banking this morning and then the login was immediately restricted ;(((((no explanation from the casino

Casino Hugo has not yet sent any email or message regarding the account blocking, is this normal?

Dear Erich D.,

Greetings from Hugo Casino!

We are reaching out to inform you that, following a review by our Risk Department, your account at Hugo Casino has been permanently closed in line with Section 14.8 and 14.9 of our Terms and Conditions.

Please note that by registering at our casino, you acknowledged and accepted all the Terms and Conditions outlined on our website.

Section 1.2: The General Terms and Conditions are a lawful agreement between an account owner (user/player) and the company (HugoCasino.com). All account owners registered at www.hugocasino.com should act in accordance with the General Terms and Conditions.

Section 14.8: HugoCasino reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your Hugo Casino account, to cancel any bet, to terminate the Agreement, and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- you are suspected in any fraudulent, collusive, fixing, or other illegal activities regarding HugoCasino or any other Third parties;

Section 14.9: In case of any violation of the rules during using the site and its services, or in case of any suspicion of fraud and other illegal actions from the player’s side, the Operator has the right to close the existing player’s gaming account and to follow a message to the player about the account closure.

Please be informed that your winning amount of 2597 EUR has been confiscated.

We kindly request that you refrain from creating any additional accounts at our casino.

We would like to inform you that we have processed a refund of 50 EUR to your original payment.

Our Risk Department operated in accordance with our established rules.

Thank you for understanding.

If you have any questions, we will be happy to assist you by Live Chat or email kyc@hugocasino.com

I received this response from the casino today. I don't understand their procedure and suspicions since you provided all the documents for review.

Thank you very much, erichdvonc73, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you erichdvonc73 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hugo Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

Our Team has provided additional information regarding this case.

Please let us know if any other questions were left.

Kind Regards,

Hugo Casino Representative

Dear Peter, thank you for your support, I would like to know if it is possible to get all deposits back, I don't think there was a mistake, I have accounts on multiple platforms and everything is fine everywhere, I am very sorry but Hugo Casino is no longer responding to messages, do I have the option to request a refund of all amounts because no one actually knows the reason for this decision 🤦‍♂️

I offer 50% of my winnings' value to whoever gets them from this company for the recovery of my winnings.

Dear erichdvonc73, the casino has provided me with an explanation, your account was closed due to a failed verification process. Would it be possible to forward me the email you sent the casino during verification or provide me with the pictures you used? You can send any information to my email. (peter.c@casino.guru) Thank you in advance!

Thank you, Peter.

I will send the requested information to your email.

Best regards, Eric

Good morning, do you have any new information regarding my complaint?

thank you Erich

Dear erichdvonc73, I have responded to your email and requested additional clarification. I am looking forward to your reply!

Good morning

I sent you the requested photo by email.

Best regards, Eric

Dear Hugo Casino representative, I have dispatched an email and requested additional clarification on the case. I am awaiting your response!

Dear Peter,

Our Team has provided additional information regarding this case.

Please let us know if any other questions were left.

Kind Regards,

Hugo Casino Representative

Thank you for the information Hugo Casino representative.

Dear erichdvonc73, the casino has provided me with additional evidence from your verification where it appears a different person was trying to pass the liveness check in their casino. It is an industry-standard that one person can only have one account and cannot operate any other accounts in their name or for other people. With this in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter