Happy Hugo Casino - Der Spieler beschwert sich über eingeschränkte Auszahlungsmöglichkeiten und beschlagnahmte Gewinne.

I wanted to withdraw 500 EUR, this was canceled because there are no transfers to Germany. I should make a deposit again via EcoPayz to have my money paid out. I did this and after a bit of play I wanted to pay out 300. After a week I wrote to the casino what would happen to my withdrawal. Suddenly I couldn't believe my eyes, you refused to pay me the EUR 300 because the money was won with invalid games. Impudence. I do not recommend this casino to anyone.

Ich wollte mir 500 EUR auszahlen lassen dies wurde annuliert, da keine Überweisungen nach Deutschland getätigt werden. Ich sollte nochmal eine Einzahlung via EcoPayz machen, um mir mein Geld asuzahlen zu lassen. Dies tat ich dann auch und nach ein bisschen spielen wollte ich 300 auszahlen. Nach einer Woche schrieb ich das Casino an was denn mit meiner Auszahlung wäre. Auf einmal traute ich meinen Augen nicht, Sie haben mir die 300 Eur Auszahlung verweigert, da das Geld mit ungültigen Spielen erspielt worden ist. Frechheit. Niemandem empfehle ich dieses Casino.

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Additionally, could you please advise if you have activated any bonus when depositing funds through EcoPayz? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The first deposit via Neosurf with wagerfree welcome bonus. The second via EcoPayz, because I was told that I have to do this to be able to withdraw my money. There I paid the minimum of € 23 including a 5% bonus, also wagerfree. I waited for the payment and verification of my EcoPayz account over 6 days. There was no answer. After the 6 days I wrote a lot of emails to the service and the accounting. When I hacked into my money, everything suddenly went very quickly with the answers. Received 5 emails in one day and my money was withheld from happyhugo for allegedly playing games that voided my winnings. As I read here, this happens more often in this casino. It is probably the trick of those who, as soon as someone becomes impatient and wants to pay out their money instead of continuing to play, will be withheld.

Die erste Einzahlung via Neosurf mit Willkommensbonus wagerfree. Die zweite via EcoPayz, da man mir gesagt hat, dass ich dies tun muss um mein Geld auszahlen zu können. Dort habe ich das Minimum von 23 € inkl 5%-igem Bonus eingezahlt, ebenfalls wagerfree. Ich wartete auf die Auszahlung und die Verifizierung meines EcoPayz Accounts über 6 Tage. Es kam keine Antwort. Nach den 6 Tagen schrieb ich viele E-Mails an den Service und die Buchhaltung. Als ich wegen meines Geldes nachhackte, ging plötzlich alles sehr schnell mit den Antworten. 5 E-Mails an einem Tag erhalten und mein Geld wurde von happyhugo einbehalten, da ich angeblich Spiele spielte die meine Gewinne ungültig machten. Wie ich hier gelesen habe, kommt das in diesem Casino häufiger vor. Ist wohl die Masche von denen, sobald jemand ungeduldig wird nachfragt und sein Geld auszahlen möchte, statt weiter zu spielen, wird es einbehalten.

Dear Michael,

Thank you very much for your quick reply. I have checked terms and conditions, and this is what I found:

"Following games are excluded from our promotional plan and any bet/wins made on those games while having a bonus active will be deducted from the winnings of the players:

Bloodsuckers & 2, Book of Dead, Dead or Alive & 2, Guns N' Roses, Immortal Romance, Legacy of Egypt, Money Train, Pimped, Queen of Gold, Reactoonz, More Cash, Secret of the Stones, Super Multi-times Progressive, Secret of Atlantis, Joker Pro, Devil’s Delight, Victorious & Who want to be a millionaire"

Michael, could you please advise how the 5% bonus has been activated in your account? Was it added automatically or you triggered it? Additionally, if your account is still accessible, could you please forward me your game history? Thank you very much in advance.

No, I have not played any of the games listed. However, I received a different list as a reason, there were other "invalid games" listed. Even under this condition, as you described above, that winnings from the listed games are not deducted from the balance. I was replied that 1 Spin on the listed games is sufficient to confiscate the entire winnings. Unfortunately, my account is now closed. I had the bonus automatically when I made the corresponding deposit.

Nein ich habe keines der aufgelisteten Spiele gespielt. Allerdings erhielt ich eine andere Liste als Begründung, dort waren andere ,,ungültige Spiele" aufgelistet. Selbst unter dieser Bedingung wie Sie oben beschrieben haben, dass Gewinne aus den aufgelisteten Spielen vom Guthaben abgezogen werden trifft nicht zu. Mir hat man geantwortet, dass 1 Spin bei den aufgelisteten Spielen ausreicht, damit der gesamte Gewinn beschlagnahmt wird. Mein Konto ist mittlerweile leider geschlossen. Den Bonus hatte ich bei der entsprechenden Einzahlung automatisch gehabt.

Thank you very much Michael for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Michael,

I'm taking over your complaint. Could you please forward the conversations with the casino regarding the issue to my email address (peter.m@casino.guru)? Especially, the one with the list of restricted games. That would be very helpful.

Hi Michael,

Thank you for the email. The list of games in the reply from the casino is the same as Petronela mentioned before:

"Bloodsuckers & 2, Book of Dead, Dead or Alive & 2, Guns N' Roses, Immortal Romance, Legacy of Egypt, Money Train, Pimped, Queen of Gold, Reactoonz, More Cash, Secret of the Stones, Super Multi-times Progressive, Secret of Atlantis, Joker Pro, Devil's Delight, Victorious & Who want to be a millionaire"

Have you played any of these games? If so, there is not much we can do to help you. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like in your case the restricted games. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses.

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.