Happy Hugo Casino - Hráčův vklad nebyl nikdy připsán na jeho kasino účet.

Hi,,

Have tried 3 times to transfer 25 euros to the account. Has not been credited to the casino.

Tried to contact the casino. Don't reply to my emails.

Hallo,,

Habe 3 x mal versucht 25 Euro auf das Konto zu überweisen. Ist auf dem Casino nicht gutgeschrieben wurden.

Versuchte Kontakt mit dem Casino auf zunehmen. Antworten nicht auf meine Mails.

Dear Mchoffi,

Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about your problem.

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if they were your first deposit attempts in this casino? Have you contacted your payment provider already?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Hi,,,

It was the second deposit. I even won with the first deposit and also had something paid out. That's why I wanted to make a new deposit. Tried it 3 times afterwards with a bonus but didn't seem to arrive. Had also asked. They said I should report back on the 5th. So that they know. Did it but haven't gotten an answer yet. I'll try to write to you again, otherwise I'll go to the savings bank the next day. Tried to book it back online. But then I get the decision that it doesn't work because it ran through a third-party provider, but that's not the case. Will speak to the clerk personally next day. But thank you for the information from you.

Kind regards

MH******* .

Hallo,,,

Es war die zweite Einzahlung. Bei der ersten Einzahlung hab ich sogar gewonnen und auch was auszahlen lassen. Deswegen wollte ich ja neu einzahlen. Hatte es 3 mal versucht danach mit einem Bonus dazu aber ist nicht anscheinend angekommen. Hatte auch nach gefragt. Sie hatten gesagt das ich mich am 05. nochmal melden soll. Damit sie bescheid wissen. Hatte es gemacht aber bis jetzt keine Antwort bekommen. Ich versuche nochmal sie anzuschreiben und sonst gehe ich nächsten Tag zur Sparkasse. Hatte es online versucht es wieder zurück zubuchen. Aber da bekomme ich den bescheid das es nicht geht weil es über ein Drittanbieter lief das aber nicht so ist. Werde nächsten Tag mit dem Sachbearbeiter persönlich reden. Aber vielen Dank für die Information von Ihnen.

Mit freundlichen Grüßen

M.H******* .

I fully understand your frustration, Mchoffi. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 12 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hello Mchoffi,

Have there been any developments since our last conversation, please? 

Dear Mchoffi,

Have you received your deposited funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.