HugoBets Casino - El jugador aún no ha recibido las ganancias.

They refuse to pay out, constantly making up excuses, even though they have sent me that my account is verified.

Suddenly they blame my email even though I changed my email to my new address with them

De vägrar betala ut, hittar på hela tiden massa ursäkter , fast de har skickat att mitt konto är verifierat.

Plötsligt är det min emajl de skyller på trots att jag har ändrat hos de via emajl till min nya adress

Dear milad1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear milad1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello

It's been 3 weeks, and they keep coming up with lots of different problems.

My account is verified, but their excuse is that I don't have the correct email registered.

Then I have told them 10 times that the email address they have is no longer available and I will not enter it anymore.

They asked me to do this.

1-Write your username, social security number, old email address, new email address, which method you have used.

2-they sent a link that they want me to click on, it says change my email, but when I click on the link it gives an error.

And I have explained this and sent them pictures but they keep coming back with the same answer (you need to reply to us from your old email).

I am attaching a picture of the error link.

Hej

Det har gått 3 veckor, och de hittar på massor med olika problem hela tiden .

Mitt konto är verifierat, men deras ursäkt är att jag har inte rätt email registrerad.

Då har jag 10 ggr talat om för de att den majl adressen de har ör inte tillgänglig längre jag kommer inte in i den längre.

De bad mig göra detta .

1-skriv ditt användarnamn, personnummer, gamla mejl adressen, nya mejl adressen, vilken metod du har satt in .

2-de skickade en länk som de vill att jag skall klicka på det står på den change my emajl. men när jag klickar på länken så kommer till error.

Och jag har förklarat detta och skicka kat bilder till de men de återkommer hela tiden med samma svar (du behöver svara oss från din gamla emajl).

Jag bifogar bild på error länken.

Dear milad1,

Would it be possible to forward the communication between you and the casino related to this matter to [email protected] for further review?

Awaiting your response.

Regards,

Nick

Dear milad1,

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.

Yes, of course it does, thank you.

Milad

Ja visst gör det tack.

Milad

Thank you milad1 for all the information provided so far. I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Tack

Hello, milad1,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, in the meantime, while we wait for the casino's response, I have a few questions for you.

You claimed that the email address you registered at the casino with is no longer available. However, on the other side, if I understood it correctly, you provided my colleague with screenshots of emails that were likely sent to that email address. So, what is the problem here, and why can you not contact the casino from the email address you registered there, or why is it not possible to get access to that email address? It looks like you have access to its inbox. Or, can you explain it in more detail, please? Where did you get those emails from the casino from?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Happy Hugo Casino Team,

Could you please look into the user's issue and suggest how to address it?

Thank you.

Hi, thanks for all your time.

The screenshot was sent to my new email, with a link to click on to change your email, but I get the image that I sent to your colleague, the old email address has been inactive for maybe 5.6 years I don't even know how to get into it.

I have received all messages from the casino to my new email.

According to the casino, I have to send all my documents via a link, and from what I understand, they keep sending that link to the old address.

The only link they send either doesn't work or I get this message.

See attached picture, and I have told them all this.

Hej Tack för all din tid.

Skärmdumpen skickades till min nya epost, med en länk där man ska klicka på för att ändra sin email, men jag får den bilden som jag skickade till din kollega, den gamla epost adressen har varit inaktiv i kanske 5,6 år jag vet inte hur jag ska komma in i den ens.

Alla meddelanden har jag fått av casinot till min nya emajl.

Enligt casinot måste jag skicka alla mina dokument via en länk, och den länken skickar de hela tiden vad jag har förstått till gamla adressen.

Den enda länken de skickar antingen så kommer man inte vidare med den eller så får jag detta meddelande.

Se bifogad bild , och allt detta har jag berättat för de.

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.

Tack

Greetings,

I am extending the timer once again for the casino, and I will try to contact them in all available ways and communication channels outside the thread.

Please note that if no one from the casino comments on the thread or does not provide something relevant until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear milad1,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email or through their casino representative account.

Best regards,

Branislav, Casino.Guru