Happy Hugo Casino - El retiro del jugador se retrasa a pesar de la verificación KYC.

Good day,

I have made several withdrawals from this casino in the past, including substantial amounts, and they've always been issue-free.

But this time, I just feel like I'm being led on.

I contact customer support once a day and receive the same response each time — that they're working on it and the transfer will be made as quickly as possible.

Unfortunately, nothing seems to be happening, and I'm beginning to write off the money.

I didn't use any bonuses for this win, I'm fully registered through KYC, and customer support claims there are no issues on their end.

Einen guten Tag,

Ich habe schon öfters bei diesem Casino ausgezahlt, auch höhere Beträge, bisher ohne Probleme.

Doch diesmal habe ich einfach das Gefühl, einfach hingehalten zu werden.

Ich schreibe einmal täglich den Support und bekomme immer die gleiche Antwort, das daran gearbeitet wird und es so schnell wie möglich überwiesen wird.

Doch leider passiert rein gar nichts und mittlerweile schreibe ich das Geld ab.

Ich habe zu dem Gewinn keinerlei Boni genutzt, bin auch komplett per KYC registriert und laut Support gibt es da auch keine Probleme.

Dear Generieve, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise when exactly you submitted your withdrawal request?

Have you accumulated your winnings with or without an active bonus? 

When was the last time you communicated with customer support regarding the problem with your withdrawal? Is there some general technical issue or is the problem related to your account only?

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

Veronika

Good day!

I made the payment via instant transfer on March 3rd, 2024, yes I know, wait 14 days.

Nevertheless, it should be done relatively promptly, especially because it is not the first payment.

I last wrote to support today around 11:30 and as already mentioned, I didn't use any bonuses

Guten Tag!

Ich habe die Auszahlung per Sofortüberweisung am 3.3.24 getätigt, ja ich weiß, 14 Tage warten.

Dennoch sollte es doch relativ zeitnahe gehen, gerade weil es nicht die erste Auszahlung ist.

Ich habe heute gegen 11:30 das letzte Mal mit dem Support geschrieben und wie bereits erwähnt, habe ich keinerlei Boni genutzt

I can see that you already know our policies regarding the 14-day waiting time 🙂. Could you please advise if you received your withdrawal yet, by any chance?

Dear Generieve,

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.