Happy Hugo Casino - Игрок считает, что вывод его средств задерживается.

Good day,

On September 3rd, 2022 I deposited €150 at Happy Hugo with their bonus (1x wager)

After some time in the casino, I won almost €4200 in one game (stake: €4) without ever having touched the bonus money! I played a bit more and then wanted to cash out my €3295 and let the €150 bonus expire.

My payout was then canceled on September 5th and I only have €150 real money in my player account!

Due to a bonus terms and conditions breach despite never using a penny of the bonus money!

Guten Tag,

Am 03.09.2022 habe ich bei Happy Hugo 150€ eingezahlt mit deren Bonus (1x Wager)

Nach einiger Zeit im Casino, gewann ich bei einen Spiel (einsatz:4€) knappe 4200€ ohne jemals das Bonusgeld berührt zu haben! Ich spielte noch etwas weiter und wollte dann meine 3295€ auszahlen und die 150€ Bonus verfallen lassen.

Meine Auszahlung wurde am 05.09 dann storniert und ich habe nur noch 150€ Echtgeld am Spielerkonto!

Aufgrund eines Verstoßes gegen die Bonusbedingungen, obwohl ich nie einen Cent des Bonusgeldes verwendet habe !

Dear Gamer77,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I might have made a mistake here, it's not about a delay in the payout, but that my entire real money wasn't paid out and only €150 are left in my player account

Es dürfte mir hier ein Fehler unterlaufen sein es geht hier nicht um eine Verzögerung der Auszahlung sonder das mein gesamtes Echtgeld nicht Ausbezahlt wurde und nur noch 150€ auf meinen Spielerkonto sind

Thank you for your reply, Gamer77. Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Gamer77,

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.

Unfortunately, I never got an answer to my inquiries!

Habe leider auf meine Anfragen nie mehr eine Antwort bekommen !

Thank you for your reply, Gamer77. Could you please forward me your game history from the moment you started playing? If there is any relevant communication between you and the casino, please forward it as well. My email address is kristina.s@casino.guru.

Dear Gamer77,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.