Happy Hugo Casino - La cuenta del jugador se bloqueó durante el retiro de ganancias.

1500 for payout, account was blocked

1500 zur Auzahlung, Konto wurde geperrt

Dear Potti995,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

1.5 years, now they want verification, slot games without bonus

1,5 Jahre, jetzt wollen sie eine Verifizierung,slotspiele ohne bonus

Verification doesn't work at all. Tried for 2 hours. Very ambivalent. intention😂😂🙈🙈

Verifizierung funktioniert gar nicht.2 Stunden probiert.sehr zwiespältig .absicht😂😂🙈🙈

Hi Potti995,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

Thank you.

Verification is now complete

Verfizierung ist jetzt abgeschlossen

Money was paid out

Geld wurde ausbezahlt

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Potti995, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru