The player from Germany faced account deactivation after a failed verification attempt without a clear explanation from customer service. She expressed frustration over the lack of communication and believed she had not violated any terms, questioning the treatment of loyal customers. The Complaints Team intervened, leading to the casino reactivating her account after a manual review of her verification documents. However, she ultimately decided to close her account due to dissatisfaction with the casino's handling of the situation and expressed her negative opinion about the casino's reputation. The complaint was then closed as the player requested to delete her account with www.kpvfaw.com.
Hugo Casino - Player’s account has been closed without explanation.
Amount: ??
Hugo Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
Hugo Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
I tried to verify my account, but the system rejected it. I was advised to contact customer service, and then my account was simply deactivated. In live chat they didn't give me any reasons, apparently it was deactivated for security reasons, what does that mean? I'm supposed to wait for an email, but it will never come, I know that because I've read the complaints here and many people complain that this pathetic casino never replies. I haven't done anything wrong, I've deposited a lot at this casino and never violated any terms and conditions, and now they just want to do the verification, it gets rejected and the account is deactivated for no reason? So this is how this casino treats well-paying and loyal customers?!
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear Gehtdixhnixan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the account verification process and the subsequent deactivation of your account.
To better understand your situation and to assist you in resolving this issue, could you please provide answers to the following questions:
- What specific information were you asked to provide for the account verification?
- Can you describe the exact error message or reason given when your verification was rejected?
- Did you receive any communication from the casino after your account was deactivated?
- Have you tried reaching out to customer service again since the deactivation?
- What method did you use to contact customer service (live chat, email, phone) and what was the response?
Additionally, could you please clarify the amount of winnings or funds that are currently in dispute? The figure mentioned seems unusually high, and we want to ensure accuracy in addressing your case.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Hello, so no information was provided. You can verify yourself on the website. I did this with my passport, and then I had to go through a video selfie where I had to turn my head clockwise once. After that, an error message appeared, and when I tried to contact support, I was suddenly logged out and couldn't log in again.
I have not received any message from the casino after deactivation.
Yes, I contacted support afterwards, but as I said, without success. In the live chat they didn't give me a reason, supposedly for security reasons, but there is no concrete reason.
I contacted customer service via live chat.
Today I received an email from the casino's verification system. My photo was probably blurry, which is why the verification was rejected. The email contained a link that took me directly to the verification system. I then completed the verification again and had to wait about 2 minutes, then I received confirmation that this part of the verification had been successfully completed. However, I still cannot log in to the casino. I've attached a screenshot. I am also registered at every one of the provider's casinos. Since this incident at Hugo Casino, I have suddenly been deactivated at all of the provider's other casinos. I'm wondering what that's all about, because, as I said, I didn't break any rules. I don't understand why they let me deposit hundreds/thousands of euros and then deactivate my account without giving a reason, that's a disgrace. There must be reasons and I want to know because I know very well from experience why accounts are deactivated and if my suspicions turn out to be correct, I definitely want a full refund of my funds.
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Dear team, the complaint can be closed. Thank you for your support. ????
Suddenly, when I come around with the threat of a full refund, the casino reactivates my account. Dear Casino Guru team, perhaps you should reconsider your reputation, because this unprofessional casino is neither safe nor good! I don't understand how anyone can rate a casino so highly when it is absolutely terrible in every respect. I have now closed my account because, after this experience, I no longer trust this casino. The main thing is that the casino enjoys an outstanding reputation from you. For my part, I wish this customer-unfriendly casino, which treats its customers like dirt, absolute ruin.
Edited
Automatic translation:
Public
Casino representative
Public
1 month ago
Dear Gehtdixhnixan,
Thank you for sharing your feedback.
Please rest assured that it was never our intention to cause you inconvenience. Security checks are a standard procedure across many platforms to ensure the safety and integrity of all accounts.
In your case, it the automated system flagged your account for a security review. As a result, temporary restrictions were applied on your account until the matter could be reviewed by our Risk Department.
As soon as their working hours resumed, your case was manually assessed, an email was sent to you regarding the necessary documents for verification and your account was reactivated.
We understand that this experience may have been frustrating, and we truly regret any distress caused.
Kind regards,
Hugo Casino Representative
Public
Public
1 month ago
Translation
Hello representatives from Hugo Casino. You can say whatever you want, but it won't change the fact that this casino is bad and treats its customers like dirt. You can praise your casino as much as you want or try to explain it, but I don't care. Hugo Casino is terrible, unprofessional, and treats those who keep a casino alive—namely, the high-paying customers—like dirt. That's my experience with this casino, and that's how I was treated. You can embellish the casino with all the nice words you want, but it is and remains a miserable casino, and I don't recommend anyone play here.
Edited
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 weeks ago
Dear Gehtdixhnixan,
Thank you for your updates.
We would like to respectfully close this complaint as we are no longer able to proceed with your case. According to your public request in our Forum, you have asked for your www.kpvfaw.com account to be deleted:
?? Forum Post – Delete my account
Once a user requests to have their www.kpvfaw.com account closed, we are unable to offer further assistance with complaints submitted under that profile.
We wish you all the best and thank you for having used our Complaint Resolution Center.
Best regards,
Petronela
Head of Complaint Resolution Center
www.kpvfaw.com
