Happy Hugo Casino - Las ganancias del jugador fueron confiscadas.

Hello everyone,

very annoying thing has expired as follows:

Taken welcome bonuses at HappyHugo and paid close attention to the games which may not be played according to the bonus conditions. In addition to some games, there is also the umbrella term " jackpot games". I also noted these using the game overview, filtered to "jackpots".

None of these games were played.

After requesting a withdrawal, the answer came that bonus rules were violated by playing the game "El Grande Torro" which would be a jackpot game.

That's true, but the game wasn't in the Jackpots game list! Now I'm in there just to look and actually had to find out that it has diamond, ruby etc jackpots displayed down there on the left that you probably play along with the normal spin without a separate bet.

When I wanted to look again when writing here what the jackpots are called, I even have to state that the game is no longer listed at all.

Incidentally, it should also be mentioned, even if that won't do anything, the big win was made in another game and this alleged jackpot game was only played once and very little.

What do you say, are there any chances of getting the payout, which is almost €3000?

Thank you very much in advance for any help 👍🖖

Hallo zusammen,

sehr ärgerliches Ding ist abgelaufen wie folgt:

Willkommensboni bei HappyHugo genommen und genau auf die Spiele geachtet welche nicht gespielt werden dürfen laut Bonusbedingungen. Neben einigen Spielen steht unter anderem auch der Überbegriff „Jackpot-Spiele" Diese habe ich ebenso notiert anhand der Spielübersicht gefiltert auf „Jackpots".

Keines dieser Spiele wurden gespielt.

Nach Auszahlungsbeantragung kam die Antwort es wurde gegen Bonusregeln verstoßen indem das Spiel „El Grande Torro" welches ein Jackpot Spiel wäre gespielt wurde. 

Das stimmt auch aber das Game war nicht in der Spieleliste Jackpots! Nun bin ich da mal rein nur um zu schauen und musste tatsächlich feststellen das es da unten links so Diamant, Rubin etc Jackpots angezeigt hat die man wohl ohne separaten Einsatz mitspielt beim normalen drehen.

Als ich jetzt beim schreiben hier nochmal schauen wollte wie die Jackpots genau heißen muss ich sogar feststellen das das Spiel komplett nicht mehr gelistet ist.

Nebensächlich sei noch erwähnt auch wenn das nix bringen wird, der große Gewinn wurde bei einem anderen Spiel gemacht und dieses angebliche Jackpot Spiel wurde auch nur einmal und wenig gespielt.

Was sagt Ihr dazu, gibt es da Chancen irgendwie doch noch an die Auszahlung zu kommen welche fast 3000€ beträgt?

Vielen Lieben Dank auch schon im Voraus für jegliche Hilfe 👍🖖

Dear zapf1980,

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. Do I understand correctly that "El Grande Torro" was the only jackpot game you played?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here

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,

Kristina

Hi Kristina,

your question:

Do I understand correctly that "El Grande Torro" was the only jackpot game you played?

Yes, it was the only jackpot game I played, but it wasn't shown as such and wasn't listed.

Greetz M***

Hi Kristina,

deine Frage:

Verstehe ich richtig, dass "El Grande Torro" das einzige Jackpot-Spiel war, das Sie gespielt haben?

Ja es war das einzige Jackpot-Spiel das ich gespielt habe,dass aber als solches gar nicht ersichtlich und auch nicht in der Liste war.

Greetz M***

Thank you very much, zapf1980, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi zapf1980,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Happy Hugo Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

I am very happy to hear the progress and gives me hope for more 🙏🏻.

Many thanks and best wishes

Matthew

Hallo Peter,

Der Verlauf freut mich sehr zu hören und lässt mich weiter hoffen🙏🏻.

Besten Dank viel Erfolg und liebe Grüße

Matthias

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.

Hi zapf1980,

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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter