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Hi ▇▇▇▇▇▇▇▇ - welcome to CasinoReviews.com.

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Reviewing your communications with the operator, you appear to have opted-in to an ongoing promotion where you received a 20% no wagering requirement, non-withdrawable bonus on every deposit. If you've agreed to such an ongoing campaign, even with a gambling operator licensed in your country (which Happy Hugo is no), you would not be required to re-opt-in with every deposit. If you have opted in to such a promotion, the operator are entirely within their rights to void all play involving bonus funds due to the bonus term violations in question.

So we need to ask you to answer honestly, keeping in mind that if we contact the operator they will have the communication/interaction logs to evidence this one way or the other, did you opt-in to such a promotion on this deposit, or previous deposits?

Thanks,

CasinoReviews.com Complaints Team

Hello,

thank you for your reply.I have decided to withdraw my complaint, so please close this case. Also, I would like to ask that none of my documents, screenshots, or personal details are published. Please keep everything strictly anonymous. Thank you for your understanding.

Hi ▇▇▇▇▇▇▇▇,

Thanks for letting us know. All personal information and documents are redacted before publication.

CasinoReviews.com Complaints Team

I am submitting a formal complaint regarding happyhugocasino.com due to the non-payment of verified winnings. I attempted to withdraw a total of €14,600 across several transactions. However, only €3,000 was paid out. The remaining €11,600 was either cancelled or left pending without valid justification.

At the time of deposit, no bonus was displayed or offered. There were no bonus terms, wagering requirements, or restrictions communicated during gameplay. I played games such as Who Wants to Be a Millionaire and Choco Reelwithout any indication of max bet limits or game exclusions.

Only after submitting my withdrawal requests did the support team mention a €1,000 bonus, which had not been disclosed or agreed upon beforehand. This retroactive application of bonus conditions appears to be an attempt to invalidate legitimate winnings and violates fair gaming standards.

I have attached the following evidence:

Screenshots of withdrawal attempts

Screenshots of gameplay

Screenshot of support dialogue with the VIP manager

Screenshots of cancelled/pending withdrawals

Video recordings of relevant sessions

I respectfully request assistance in recovering the outstanding €11,600 from my verified winnings. All documentation is available upon request.

Thank you for your time and support.

Happy Hugo Casino - Non payment of winnings

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