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