Happy Hugo Casino - La cuenta del jugador se cerró.

I made 2 deposits and got 100% bonus each time (no wagering requirements).

I won higher amounts several times and wanted to cash out a total of €400.

Since the payouts had not been processed after 4 days, I sent an email to support.

He shared this with me today

Maximum bet while having an active bonus or Free spins bonuses, is €4 or A$4 or $4 per spin/game. Any purchase of in-game bonuses of a value greater than the authorized max bet will be considered as bonus abuse.

I have never had a wager of more than €1. My account also seems to have been suspended as I can no longer access the site.

Now there are 400 €, which I am obviously entitled to.

I ask you for help.

LG

Otherwise it is the HappyHugo Casino. Unfortunately I did not find this in your selection.

Ich habe 2 Einzahlungen getätigt, wobei ich jeweils 100% Bonus erhalten habe (ohne Wettanforderungen).

Ich habe mehrmals höhere Beträge gewonnen und habe mir insgesamt 400 € auszahlen lassen wollen.

Da die Auszahlungen nach 4 Tagen noch nicht bearbeitet wurden, habe mich per Mail an den Support gewandt.

Dieser teilte mir heute dieses mit

Maximum bet while having an active bonus or Free spins bonuses, is €4 or A$4 or $4 per spin/game. Any purchase of in-game bonuses of a value greater than the authorized max bet will be considered as bonus abuse.

Ich habe nie mehr als 1 € Wetteinsatz gehabt. Mein Konto wurde anscheinend auch gesperrt, da ich nicht mehr auf die Seite komme.

Jetzt liegen dort 400 €, die mir doch offensichtlich zustehen.

Ich bitte euch im Hilfe.

LG

Im übrigen handelt es sich um das HappyHugo Casino. Dieses habe ich in eurer Auswahl leider nicht gefunden.

Hello susannesass,

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 advise if your account is already verified and if yes, since when exactly? Did you purchase any in game bonus feature which cost more than the allowed bet? Why was your account disabled? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello and thanks for the help.

First of all:

Dear Susanne,

In reference to your previous email,

Kindly note that, we didn't block you the access to your Casino account, this might be a Website error.

In order to help you out with the issue, I invite you to clear the cookies and to allow them again.

If the issue persists afterwards, I invite you to get back to us.

Your patience and cooperation are highly appreciated.

Please do not hesitate to contact us via email 24/7or via live chat between 10h00 CET and 23h00 CET for any further assistance.

warm regards,

aly,

Happy Hugo Casino

No idea how much truth there is in there - I have my own opinion.

I was able to log in again and of the €400 I still had €70...

My account is verified, it should have been in March or April. I don't have the emails anymore. Had already received payouts in advance without any problems.

I don't know if it's a matter of interpretation: I like to play a game where you trigger the bonus game immediately for €20, but with a bet of 20 cents. For me there is a clear difference. I also did this with an active 100% bonus.

Hallo und vielen Dank für die Hilfe.

Eines vorweg:

Dear Susanne,

In reference to your previous email,

Kindly note that, we didn't block you the access to your Casino account, this might be a Website error.

In order to help you out with the issue, I invite you to clear the cookies and to allow them again.

If the issue persists afterward, I invite you to get back to us.

Your patience and cooperation are highly appreciated.

Please do not hesitate to contact us via email 24/7or via live chat between 10h00 CET and 23h00 CET for any further assistance.

Warm Regards,

Aly,

HappyHugo Casino

Keine Ahnung, wieviel Wahrheitsgehalt da drin steckt- ich habe meine eigene Meinung.

Ich konnte mich wieder einloggen und von den 400 € hatte ich noch 70 €…

Mein Konto ist verifiziert, es müsste im März oder April gewesen sein. Habe die Mails dazu nicht mehr. Hatte im Vorfeld auch schon Auszahlungen ohne Probleme erhalten.

Ich weiß nicht, ob es nun Auslegungssache ist: Ich spiele gern ein Spiel, bei dem man für 20 € das Bonusspiel sofort auslöst, allerdings mit einem Wetteinsatz von 20 Cent. Ist für mich ein klarer Unterschied. Dies habe ich auch mit einem aktiven 100 % Bonus gemacht.

Hello susannesass,

Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru?

Dear susannesass,

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.