Happy Hugo Casino - 플레이어는 우승 상금을 아직 받지 못했습니다.

Hello,

I made a withdrawal 4 days ago and nothing happend yet.

I sent my document for verification 1 week ago and nothing happend.

I tried to contact support and asked what's going on and no one got back to me after 2 days.

I am patient but this is unethical in my opinion.

Can you help ?

Thanks !

Dear vincvinc1980,

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

Dear vincvinc1980,

Have you received your withdrawal from the casino yet?

They canceled my withdrawal entirely.

After making the first 2000$ withdrawal, I cancel it tp play a little more. I didn't know that even if you don't have an active bonus, they still enforce their rules like you have one active so I got screwed.

I think this is a scam and very unfair terms of services but what can I do.

Thanks anyway for your help.

Thank you for your reply, vincvinc1980. I am not sure I understand your last message. Could you please elaborate?

Dear vincvinc1980,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded 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.