HomeComplaintsHugo Casino - Player's withdrawal is being delayed.

Hugo Casino - Player's withdrawal is being delayed.

Amount: €140

Hugo Casino
Safety Index:High
Submitted: 26 Sep 2024 | Case closed : 11 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from Spain was unable to withdraw his winnings totaling 180 euros, despite not accepting any bonus. The casino demanded that he continue betting before allowing any withdrawals, which he found unacceptable. The Complaints Team had attempted to gather more information from the player, but due to a lack of response, the investigation could not proceed, leading to the rejection of the complaint.

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1 month ago
Translation

I deposited 40 and 100 euros.

While playing, I won 40.

I had a balance of 180.

I tried to withdraw it but it wouldn't let me; they are forcing me to keep betting or I can't withdraw my money. I didn't take or accept any bonus; I simply deposited my money, won 40 euros, and now they won’t let me withdraw it. What kind of casino forces you to bet more or a certain number of times just to withdraw your money? Not even letting you withdraw your own money, let alone any winnings or benefits. THIS IS A RIP-OFF.

Automatic translation:
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1 month ago

Hello Jugoncillo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Hugo Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise if your account is already verified and if yes, since when exactly?
  • Is this your first ever deposit into the casino?
  • Did they specify how much is left of your wager?


Please note that it is common in almost every single casino to wager your deposit. It server to prevent AML (Anti-money laundering) and the player has to respect it.

Looking forward to your answer.

Regards,

Nick

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1 month ago

Dear Jugoncillo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 month ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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