I made a deposit at Happyhugo casino and played according to the rules. After winning the specified amount and completing the wagering requirements, I made a withdrawal request. Despite multiple contacts, Happyhugo refused to pay out my winnings and instead shut down my gaming account.

Dear Leevix16,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Happy Hugo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Which bonus have you accepted and played in the casino? Please provide a screenshot or a link to the promotion.

Thank you very much in advance for your reply.

Best regards,

Tomas

• I was a casino player from April 26, 2024. I have received a message about closing my account on June 13, 2024
• The balance has been collected by playing only slots.
• I have accepted the bonus for the second deposit (100%) and deposited 300e
• I couldn't connect
• screenshot, because the "add image" button on this page does not work.

Thank you very much, Leevix16, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Happy Hugo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Leevix16,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Happy Hugo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Happy Hugo Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear Leevix16,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Cura?ao Antillephone N.V. Licensing Authority and submitting a complaint by sending a summary of your issue to [email protected]. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at http://www.kpvfaw.com/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo