Happy Hugo Casino - Καθυστέρηση στην πληρωμή των κερδών.

I redeemed the casino's welcome bonus. I carefully familiarized myself with the rules and adhered to them flawlessly. However, the casino refuses to pay out the winnings and has done nothing about the issue despite my numerous attempts to contact them. Customer service tells me that my withdrawal request has been directed to the internal inspection of the casino. My initial deposit plus approximately 500 euros in winnings have been stuck for about four months. My gaming account is not closed, but the casino retains the money without cause. The KYC was approved 3 months ago, but the winnings are still not released.

TL;DR: The casino doesn't pay out winnings - don't play.

Lunastin kasinon tervetuliaisbonuksen. Perehdyin sääntöihin huolellisesti ja noudatin niitä täydellisesti. Kasino ei kuitenkaan suostu maksamaan voitettuja rahoja, eikä useasta yhteydenotostani huolimatta tee asian eteen mitään. Asiakaspalvelusta kerrotaan, että nostoni on ohjattu kasinon sisäiseen tarkastukseen. Alkutalletukseni + noin 500 euron voitot ovat olleet jumissa noin neljä kuukautta. Pelitilini ei ole suljettu, mutta kasino panttaa rahoja ilman syytä.KYC on hyväksytty 3kk sitten, mutta voittoja ei silti vapauteta.

TL;DR: Kasino ei maksa voittoja - älä pelaa.

Dear Proidi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Happy Hugo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you submitted any other documents during KYC verification that weren't accepted by the casino?
• Could you please share the email the casino sent you justifying the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Proidi,

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, 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.

We've reopened this complaint at the request of Proidi. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

"Hello, unfortunately I did not receive notifications of new messages. Sorry for the extra trouble. Attached is the information you requested;

I have sent the requested documents to the casino, which have been accepted. I have also informed the casino of my willingness to provide additional documentation if this would help the process.

The casino has not given a clear reason for the delay.

I will send the screenshots of the messages to you by email.

regards,

proid"

We’ve reopened this complaint at the request of Proidi. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

"Hei, en valitettavasti saanut ilmoituksia uusista viesteistä. Pahoittelut ylimääräisestä vaivasta. Ohessa pyytämänne tiedot;

Olen lähettänyt kasinolle pyydetyt dokumentit, jotka ovat hyväksytty. Olen ilmoittanut kasinolle myös halukkuuteni tarjota lisää dokumentaatiota, jos tämä auttaisi prosessia.

Kasino ei ole ilmoittanut selkeää syytä viivästymiselle.

Lähetän kuvakaappaukset viesteistä sähköpostilla teille.

ystävällisin terveisin,

proidi"

Thank you very much, Proidi, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Proidi,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Happy Hugo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Proidi,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia