HugoBets Casino - Os ganhos do jogador foram confiscados.

Hello

I registered and played my first welcome bonus and even won, after wagering I requested a withdrawal and uploaded and sent the documents.

I received an email that my account has been suspended and my winnings have been confiscated.

The reason is: I am accused of playing bonuses with bad intentions (bonus system from use). My question is: How should I have done that if I have only deposited once I do not understand!

It was my first deposit and my first game at this casino I played 2 to 3 different games no forbidden games and never bet more than allowed!

I don't have access to my account, I can't get into the casino!

My deposit and my profit will simply be kept, I find that unfair, it is simply an accusation that is not true!

I didn't get an answer to a request from the casino!

I'll upload the email as a picture so you can see it.

Please help me Casino guru

Sincerely, Jonamia

Hallo

Ich habe mich registriert und mein Ersten Willkomensbonus gespielt und sogar gewonnen, nach dem Umsetzen habe ich eine Auszahlung beantragt und die Dokumente hochgeladen und zugesendet.

Ich bekam eine Email das mein Kontogesperrt wurden ist und mein gewinn Konfisziert ist.

Der grund ist: Es mir wird vorgeworfen, das ich Bonuse mit schlechten Absichten gespielt habe(Bonussystem aus genutz). Meine Frage ist : Wie soll ich das getan haben wenn ich nur 1x eingezahlt habe ich verstehe das nicht!

Es war meine erste Einzahlung und mein erstes Spiel bei diesem Casino ich habe 2 bis 3 unterschiedliche spiele gespielt keine Verbotenen Spiele benutz und nicht mehr gewettet als es Erlaubt ist !

Ich habe kein Zutritt in mein Konto ich komme nicht in das Casino hinein!

Mein einzahlung und mein Gewinn wird einfach behalten, ich finde das ungerecht es ist einfach ein Vorwurf der nicht stimmt!

Auf eine Anfrage vom Casino bekam ich keine Antwort !

Die email lade ich hoch als Bild damit sie das sehen.

Bitte helfen sie mir Casino guru

Mit freundlichen Grüßen Jonamia

Dear Jonamia,

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. 

Could you please advise if you experienced any irregularities while playing in the casino before your account was blocked?

Could you please advise which games you have played in the casino?

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

Hello Thomas,

Since I play at several casinos, I don't know exactly which game it was, possibly Black Hawk deluxe and/or Cazino Zeppelin from Avatarux. Since I don't have access to my account, I can't see the betting history. Maybe Happy Hugo will give you the copy from the history.

I thank you for the help.

Best regards

Jonamia

Hallo Thomas,

da ich bei mehreren Casinos spiele weis ich nicht ganz genau welches Spiel das war ,eventuell Black Hawk deluxe und oder Cazino Zeppelin von Avatarux . Da ich kein zugriff auf mein account habe kann ich denn Wettverlauf nicht einsehen . Villeicht bekommen sie von Happy Hugo die Kopie aus dem Verlauf .

Ich danke ihnen für die Hilfe .

Herzliche Grüße 

Jonamia

Thank you very much, Jonamia, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Happy Hugo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi Jonamia,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Happy Hugo Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings confiscated?

Thank you.

Best regards,

Tomas

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 Jonamia,

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 the Curacao Gaming Authority (certria@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 (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas