The player from Ireland had won €2089 and had wanted to verify his account to cash out. Despite his attempts to update his address with the Casino, upon withdrawal, his account had been closed and winnings confiscated for allegedly not keeping his personal information up-to-date. The player had claimed that the Casino had tricked him into making a withdrawal before his information was updated. The Casino had clarified that according to their terms and conditions, verification was initiated upon the first withdrawal request and that players were encouraged to update their details prior to winning. The player's request to update his information had come after his winnings, resulting in verification failure and account closure. We had concluded that the player's account was closed due to inaccuracies in the information he provided during registration and his failure to update these details prior to winning. Consequently, the complaint had been rejected.
Hugo Casino - Player's winnings were confiscated after an attempted account update.
Amount: €2,089
Hugo Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
On the 01st May i won 2089€. I wanted to verify my account and cashout. On my profile the address was autofilled to a family member so i went in chat who told me i needed to email KYC which i did. The Casino replied that i must state the current address on my account in full and the address i want to change it to in which i replied.
Hugo Casino replied. "Please be informed that according to our Terms and Conditions, the complete verification process can be only proceeded after the first withdrawal request placement¨"
The Casino informed me that the changes can only be made when i withdraw so i did. The Casino then replied that my account now closed and winnings confiscated for breaking terms that i must keep my personal info update date which is what i was trying to do by contacting them. The Casino basically tricked me to make a withdrawal in order to change the details to tell me i broken terms not to pay.
Dear rodgerrabit999,
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.
Could you please specify the exact date when you registered at the casino?
When did you first request to change your address because it was different from your actual place of residence?
Did you request the address change before or after you won?
Regarding your other identity details, have you ensured that they are correctly filled out in your profile?
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,
December the 19th i think it was. I never verified my account or won before. I won on the first of May and then requested my profile information to be updated. Chat said they would and KYC when i emailed asked me to send old info on account and new info to change to. They then tricked me to make a withdrawal to change my details so they could say i broke terms for not changing my profile address which is what i was trying to do.
It was a typo using a family member info saved on my computer on my account but even so what if i was to have moved house in any case and they confiscate winnings when i ask to update my address. I just cannot believe a Casino would/is doing this. Thank you for your help in this matter.
Dear rodgerrabit999,
We understand your concerns and appreciate the opportunity to address them.
As per our terms and conditions, the verification process is initiated upon the first withdrawal request, in accordance with Section 11:
"A Player requesting the first withdrawal following registration shall be required to verify his identity through the submission of a copy of an identification document. The withdrawal request shall not be acceded to by HugoCasino Casino before receipt of a copy of this document from the Player."
Regarding updates to personal information, we encourage players to request modifications prior to winning to ensure accuracy. Unfortunately, in your case, the update request was received after your winnings.
It's important to note that failure to provide accurate personal data, including your address and date of birth as specified during registration, can result in verification failure, as stated in our terms:
"2.4 You must provide us with correct personal data during registration, which includes your name, surname and date of birth, as well as contact details, address, phone number, and email (hereinafter referred to as the "Personal Data") and keep your details up-to-date."
Due to the inability to confirm your address and date of birth, your account verification was unsuccessful, resulting in its closure.
We understand your frustration and apologize for any inconvenience caused. If you have any further questions or concerns, please don't hesitate to contact us.
Best regards,
Hugo Casino
"A Player requesting the first withdrawal following registration shall be required to verify his identity through the submission of a copy of an identification document. The withdrawal request shall not be acceded to by HugoCasino Casino before receipt of a copy of this document from the Player."
I notified you Hugo Casino of the correct information before making a withdrawal and you told me that i had to make a withdrawal to update my information which i did and you then say this. This is unbelievable what you have done here. You trick a player to not pay me what i won and what is worse you are aware that i can prove that you have done this.
Dear Hugo Casino representative, thank you for getting in touch with us and providing us with a detailed explanation of the player's problem.
Dear rodgerrabit999, I'm sorry but we are unable to assist you any further. This is because the request was made after you won in the casino, which occurred approximately five months after your registration. Furthermore, not only was your address incorrect, but your date of birth was also inaccurate.
It's crucial to always double-check the information you provide to the casino during or after registration. If any of your personal details change (with the exception of your date of birth, which remains constant), it's important to inform the casino promptly.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
