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Hi. I used the welcome bonus from the casino, then won 405 euros, of which I had 400 paid out because the bonus was not sticky, according to the bonus conditions it says that as soon as a payout is made, all bonuses expire, I have the last 4 euros then gambled away at razor shark, then my payout was rejected because they say I violated the bonus conditions because I played razor shark, but that was after the payout, and as I said, the bonus conditions say that all bonuses expire as soon as possible you make a payout. The payout was yesterday, this morning I felt like playing, canceled 100 euros again, and then won 1100, which was then canceled at the same time, on the grounds that my canceled balance of bonus Would be conditional, which is also complete nonsense.. So I kindly ask you to help me.

Kind regards

Hallo. Ich habe den willkommensbonus vom casino benutzt, habe dann 405Euro gewonnen, davon habe ich mir weil der bonus nicht sticky war 400 auszahlen lassen, laut den Bonus Bedingungen heißt es, sobald eine Auszahlung getätigt wird, verfallen alle bonusse, die letzten 4 Euro habe ich dann bei razor shark verspielt, dann wurde meine Auszahlung abgelehnt weil die sagen ich habe gegen die bonus Bedingungen verstoßen weil ich razor shark gespielt habe, das war aber nach der Auszahlung, und wie schon gesagt, steht in den Bonus Bedingungen das alle bonusse verfallen sobald man eine Auszahlung tätigt.. Die Auszahlung war gester, heute morgen habe ich dann Lust bekommen zu spielen, habe 100 Euro wieder storniert, und habe dann 1100 gewonnen, das wurde dann gleich mit storniert, mit der Begründung, daß mein storniertes Guthaben an bonus Bedingungen geknüpft wäre, was auch völliger Quatsch ist.. Ich bitte Sie also höflich mir behilflich zu sein.

Mit freundlichen Grüßen

Hello kevinp92,

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

Could you please forward a screenshot of that term which states that the bonus end with the withdrawal request to nikolas.b@casino.guru? Do you still have any balance on your account or was it all voided by the casino?

Please note that in many cases the bonus only ends when the withdrawal is paid out and all balance is considered as bonus money if it's only a pending withdrawal.

Looking forward to your answer.

Regards,

Nick

Hi. I looked at the bonus conditions again, and suddenly there is a new line, I add a screenshot, I find this regulation very unfair.

Hallo. Ich habe mir die bonussbedingungen nochmal angeschaut, und plötzlich gibt es eine neue Zeile, ich füge ein Screenshot hinzu, finde ich sehr unfair diese Regelung.

Here you can see that the bonus amount is deducted from a payout, that the bonus conditions then still apply to the last euro, I find it very unfriendly to players.

Hier können Sie sehen das der bonuss Betrag abgezogen wird bei einer auszahlung, das die bonussbedingungen dann auf dem letzen Euro noch weiterhin gilt, finde ich sehr spieler unfreundlich.

Hello kevinp92,

This is not an unfair rule at all. I can assure you that it is common in almost every single online casino. The bonus play is usually finished after withdrawing all the winnings from it. Unless you had any balance remaining on your casino account from the bonus, every new/other win is considered as bonus. Unfortunately there is nothing we can do against it as it is a standard casino term.

Is there anything else we can assist you with? If not, we will be rejecting the complaint.

Regards,

Nick

Dear kevinp92,

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

The complaint will be now rejected for the above mentioned reason.