Hugo Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

After two successful withdrawals, I've now encountered extreme problems with a larger win! I've already successfully completed KYC verification and submitted Paysafecard statements as PDFs, from bank statements to my debit card. However, every time I submit something, the casino requests a statement from a different payment! This continues unabated! Now, the issue is a Google Pay transaction that's clearly visible on my bank statement! The casino wants a screenshot of the Google Pay transaction list! These aren't saved on my account; they're directly visible on my bank statement! After uploading Paysafecard transactions as PDFs, the casino is now demanding screenshots of my personal Paysafecard account information! No matter what I send, the casino refuses to process the withdrawal!

I don't know what to do anymore. In the chat, they tell me they can't help me and aren't responsible... The support team only sends pre-generated messages! I'm uploading files that I've already provided to the casino.

Zwei erfolgreichen Auszahlungen habe ich jetzt bei einem größeren Gewinn extreme Probleme bekommen! Ich bin bereits erfolgreich kyc verifiziert und habe von Kontoauszug bis Kontokarte Paysafecard Kontoauszüge in Form von PDF eingereicht! Sobald ich etwas einreiche möchte das Casino einen Auszug von einer anderen Zahlung! So geht es immer weiter! Jetzt hakt es an einer Google pay Bezahlung die eindeutig auf dem kontoauszug zu erkennen ist! Das Casino möchte aber den Screenshot der Transaktionsliste von Google pay! Diese werden allerdings bei mir nicht gespeichert, sondern direkt auf dem kontoauszug sichtbar! Nachdem ich Paysafe Transaktionen per PDF hochgeladen habe möchte das Casino Screenshots von dem persönlichen Daten vom Casino Paysafe Account! Egal was ich sende das Casino möchte nicht auszahlen!

Ich weiß nicht mehr was ich machen soll. Im Chat sagt man mir dass man mir nicht helfen kann und nicht zuständig wäre... Der Support schreibt nur fertig generierte Nachrichten! Ich lade Dateien hoch die ich dem Casino bereits zur Verfügung gestellt habe

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Dear Walid2000,

Thank you for your complaint. Some online casinos organize their identity verification process into "verification levels." While there is no standardized approach across the industry, many licensed casinos follow a tiered system to comply with KYC and AML regulations.

Not all players are required to go beyond the basic levels of verification. However, higher levels are often necessary when dealing with larger sums of money or if an account is flagged for additional review. Although the process may feel intrusive, it is intended to protect both the player and the casino while ensuring compliance with local and international regulations.

I understand how frustrating it can be to feel that a casino has not properly informed you about the verification process. However, most casinos carry out verification at some stage—either before deposits, during gameplay, or most commonly at the time of the first withdrawal. Some casinos may allow a small number of withdrawals without full verification, but requesting documents at withdrawal is a common practice.

As there is no universal standard for verification procedures, we are not in a position to penalize casinos for how they manage this process, provided it aligns with their terms and applicable regulations.

To better understand your situation:

• Could you please let me know which documents you have already provided, and when exactly you submitted the most recent one?
• Have you provided all the requested documents as soon as possible and in the correct format?
• Additionally, what specific documents has the casino requested from you regarding the Google Pay transaction?

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

Best regards,

Petra

Thank you for your reply and for providing the previous details, Walid2000.

• Could you please let us know when you requested the withdrawal and how long it has been since you first submitted your current withdrawal request?
• Have you tried using any other payment methods for withdrawals? If so, what was the outcome?
• Is it possible for you to provide an update on your current verification status and share your transaction history from your casino account?
• Can you also confirm whether you have contacted customer support regarding this issue? If so, what information have they provided?

You can send any relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Dear Walid2000,

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.

Hello, the casino confirmed a few days later that my account was supposedly verified... The payout was then delayed again, and I gambled away the money because I was angry! I can't say whether they would have actually paid out in the end... Thank you for your help, I will now have the complaint closed.

Hallo das Casino hatte ein paar Tage später bestätigt das mein Account angeblich verifiziert sei... Die Auszahlung wurde dann wieder verzögert und ich habe das Geld verspielt weil ich sauer war! Ob sie am Ende tatsächlich irgendwann mal ausgezahlt hätten kann ich bis dahin nicht sagen.. vielen Dank für eure Hilfe ich werde die Beschwerde nun schließen lassen doch doch musst

The strange thing about this casino, however, was that despite betting 50 and 80 cents on the €1200 I subsequently lost, not a single free spin appeared! How am I supposed to understand that with a total of €1200?

Das eigenartige an diesem Casino war allerdings, bei den 1200 €, die ich danach wieder verspielt habe sind trotz 50 Cent und 80 Cent Setzbeträgen nicht ein einziges freispiel mehr aufgetaucht! Bei ganzen 1200 €wie darf ich das wohl verstehen?

Dear Walid2000,

Thank you for your update and for letting us know what happened.

We understand how frustrating and emotionally exhausting this situation must have been for you, especially after the casino confirmed your account verification but continued delaying the withdrawal process. It is completely understandable that, after such prolonged uncertainty and stress, you became upset and decided to continue playing.

We are sorry to hear that the remaining balance was ultimately lost. Unfortunately, since the funds were played off, we are unable to continue pursuing the complaint further, and as per your request, we will proceed with closing the case.

We truly appreciate your patience, cooperation, and communication throughout the entire process. Although we were not able to achieve a clearer outcome in this case, we hope the situation will serve as a valuable experience moving forward.

Should you ever encounter any issues with this or any other online casino in the future, please do not hesitate to contact our Complaint Resolution Center again — we will always do our best to help.

As you may know, our services are completely free of charge, and we do not accept any gratuities. However, if you have a moment, we would greatly appreciate your honest feedback about your experience with our service on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru

Your review may help other players who are considering reaching out to us for assistance.

Thank you again for your trust and cooperation.

Best regards,

Petra