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I hereby submit a formal complaint regarding Hugo Casino's decision to limit and cancel my legitimate winnings of €35,047.20.

Background of the case:

I made a deposit using my own real money and did not use any bonus offers or free spins.

Using only my own funds, I have accumulated a balance of €35,047.20.

Before requesting any withdrawals or taking any further steps, I contacted the casino's official live chat to clarify how rule 9.2 would affect my balance, as I had only made one deposit up to that point.

The support employee (Danielle) explicitly confirmed the following to me in writing during the live chat:

Just to explain a bit further — your funds will remain safely in your gaming account while this withdrawal limit is active, so nothing is lost in the meantime. Once you've made more than 5 deposits, this limit will no longer apply, and you'll be free to withdraw in accordance with level limits."

Trusting this official assurance, I left my balance in the player account. Shortly afterwards, however, I received an email from the risk management department informing me that my maximum withdrawable amount was strictly capped at €3,500 according to rule 9.2, thus invalidating the written assurance from support.

Key points of the complaint:

Pure real money balance: The entire amount of €35,047.20 was earned without any bonus funds or bonus conditions. This is pure real money balance.

Unclear Terms and Conditions (Section 9.2): Rule 9.2 merely states: "Players who have made five deposits or fewer are subject to a maximum withdrawal limit of €3,500..." The text describes a withdrawal limit (withdrawal amount per transaction/period). The Terms and Conditions do not mention anywhere that remaining balances exceeding €3,500 will be forfeited, deleted, or confiscated, nor do they define a maximum winnings cap for real money deposits.

Misleading customer communication: Support explicitly assured me in writing that my credit would remain safe in my account and would not be lost. To subsequently retract this statement constitutes misleading business practice.

Unauthorized withholding of real money: The casino intends to cancel €31,547.20 of my real money balance without any explicit basis in its terms and conditions. I have never consented to the deletion of my balance.

I have attached screenshots of the live chat history, the email from the risk department, and my account balance as evidence.

I request that the CasinoGuru team mediate so that Hugo Casino honors the written promise made by the support employee and treats my balance fairly without confiscating my money.

Ich reiche hiermit eine formelle Beschwerde bezüglich der Entscheidung von Hugo Casino ein, meine rechtmäßigen Gewinne in Höhe von 35.047,20 € zu beschränken und zu stornieren.

Hintergrund des Falls:

Ich habe eine Einzahlung mit meinem eigenen Echtgeld getätigt und keinerlei Bonusangebote oder Freispiele genutzt.

Rein mit meinem eigenen Guthaben habe ich einen Kontostand von 35.047,20 € erspielt.

Bevor ich Auszahlungen beantragt oder weitere Schritte unternommen habe, wandte ich mich an den offiziellen Live-Chat des Casinos, um zu klären, wie sich Regel 9.2 auf mein Guthaben auswirkt, da ich bis zu diesem Zeitpunkt erst eine Einzahlung getätigt hatte.

Die Support-Mitarbeiterin (Danielle) bestätigte mir im Live-Chat schriftlich ausdrücklich Folgendes:

Just to explain a bit further — your funds will remain safely in your gaming account while this withdrawal limit is active, so nothing is lost in the meantime. Once you've made more than 5 deposits, this limit will no longer apply, and you'll be free to withdraw in accordance with level limits."

Im Vertrauen auf diese offizielle Zusage habe ich mein Guthaben auf dem Spielerkonto belassen. Kurz darauf erhielt ich jedoch eine E-Mail der Risikoabteilung, in der mitgeteilt wurde, dass mein maximal auszahlbarer Betrag gemäß Regel 9.2 strikt auf 3.500 € gedeckelt sei und die schriftliche Zusage des Supports damit ungültig gemacht wird.

Kernpunkte der Beschwerde:

Reines Echtgeld-Guthaben: Der gesamte Betrag von 35.047,20 € wurde ohne jegliche Bonusgelder oder Bonusbedingungen erzielt. Es handelt sich um ein reines Echtgeld-Guthaben.

 Unklare Allgemeine Geschäftsbedingungen (Punkt 9.2): Regel 9.2 besagt lediglich: "Players who have made five deposits or fewer are subject to a maximum withdrawal limit of €3,500..." Der Text beschreibt ein Auszahlungslimit (Auszahlungsmenge pro Transaktion/Zeitraum). Die AGB erwähnen an keiner Stelle, dass verbleibendes Guthaben über 3.500 € verfällt, gelöscht oder beschlagnahmt wird, noch definieren sie ein maximales Gewinndeckel für Echtgeldeinzahlungen.

 Irreführende Kundenkommunikation: Der Support hat mir explizit schriftlich zugesichert, dass mein Guthaben sicher auf dem Konto bleibt und nicht verloren geht. Diese Aussage im Nachhinein zu widerrufen, stellt eine irreführende Geschäftspraxis dar.

 Unberechtigte Einbehaltung von Echtgeld: Das Casino beabsichtigt, 31.547,20 € meines Echtgeld-Guthabens ohne ausdrückliche AGB-Grundlage zu stornieren. Ich habe einer Löschung meines Guthabens zu keinem Zeitpunkt zugestimmt.

Ich habe Screenshots des Live-Chat-Verlaufs, der E-Mail der Risikoabteilung und meines Kontostands als Belege beigefügt.

Ich bitte das Team von CasinoGuru um Vermittlung, damit Hugo Casino die schriftliche Zusage der Support-Mitarbeiterin einhält und mein Guthaben fair behandelt, ohne mein Geld zu beschlagnahmen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Did the casino confiscate any balance?
• Have you requested a payout of your winnings?
• Have you completed KYC verification?
• Have you learned what timeframe the 3500€ withdrawal limit applies to?
• If there is any further evidence or communication you wish to submit, please send the information to my email at tomas@casino.guru or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

thank you very much for your help.

I ask you to officially take over the case and intervene with the casino, as Hugo Casino wants to cancel my net winnings balance without any contractual basis!

Here are the answers to your questions:

1. Withhold credit?

The Risk Department has announced via email that it will cap the payout at €3,500 and cancel the remaining balance of €31,047.20 as part of the payout process, solely due to fewer than 5 deposits!

2. Requested payment?

Yes, but due to the account limit of 500 EUR per day, I can only request withdrawals gradually.

3. KYC verified?

All documents, including proof of payment, have been uploaded in full . However, the casino is artificially delaying the verification process – it is now taking far longer than the stated 72 hours!

4. Timeframe & Regulations

Section 9.2: The terms and conditions do not specify a timeframe. I have made fewer than 5 deposits, however:

No basis in the terms and conditions for deletion: Rule 9.2 literally describes a payout limit .

The terms and conditions do not state anywhere what happens to the remaining balance or that it will be cancelled .

The terms and conditions do not regulate the seizure or cancellation of remaining real money net profit and would therefore be inadmissible.

Terms and Conditions:

https://hugocasino.com/en/terms-and-conditions

Previous support commitment:

The support agent "Danielle" assured me in writing beforehand via live chat that the credit would remain safely in the account and nothing would be lost.

Then came the email from the aforementioned department.

All evidence (account balance, chat log, risk email, terms and conditions 9.2) is attached as screenshots.

I demand that Hugo Casino leave my balance untouched and release the total amount, and I request assistance as this cannot and should not be legal.

Best regards,

Alex

Lieber Tomas,

vielen Dank für deine Hilfe.

Ich bitte dich, den Fall offiziell zu übernehmen und beim Casino einzuschreiten, da Hugo Casino mein Reingewinn-Guthaben ohne vertragliche Grundlage stornieren will!

Hier sind die Antworten auf deine Fragen:

1. Guthaben einbehalten?

Das Risk Department hat per E-Mail angekündigt, die Auszahlung auf 3.500 EUR zu deckeln und den verbleibenden Rest von 31.047,20 EUR im Zuge der Auszahlung zu stornieren nur aufgrund von weniger als 5 Einzahlungen!

2. Auszahlung beantragt?

Ja, aber aufgrund des Kontolimits von 500 EUR pro Tag kann ich Auszahlungen nur schrittweise anfordern.

3. KYC verifiziert?

Alle Dokumente inklusive Zahlungsnachweise wurden vollständig hochgeladen. Das Casino zögert die Verifizierung jedoch künstlich hinaus – die Bearbeitung dauert mittlerweile weit über die angegebenen 72 Stunden!

4. Zeitraum & Regelung

in 9.2: In den AGB ist kein Zeitraum genannt. Ich habe weniger als 5 Einzahlungen getätigt, jedoch gilt:

Keine AGB-Grundlage für Löschung: Regel 9.2 beschreibt rein wörtlich ein Auszahlungslimit.

In den AGB steht an keiner Stelle, was mit dem verbleibenden Restguthaben passiert oder das es storniert wird.

Eine Beschlagnahmung oder Stornierung von verbleibendem Echtgeld-Reingewinn ist in den AGB nicht geregelt und wäre somit unzulässig.

AGB:

https://hugocasino.com/en/terms-and-conditions

Vorherige Support-Zusage:

Die Support-Agentin "Danielle" hat mir vorab im Live-Chat schriftlich zugesichert, dass das Guthaben sicher auf dem Konto verbleibt und nichts verloren geht.

Danach kam die Email der genannten Abteilung.

Alle Nachweise (Kontostand, Chat-Protokoll, Risk-Mail, AGB 9.2) sind als Screenshots angehängt.

Ich fordere Hugo Casino auf, mein Guthaben unangetastet zu lassen und die Gesamtsumme freizugeben und bitte um Hilfe da dies nicht rechtens sein kann und darf.

Liebe Grüße,

Alex

Dear Alex99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Alex99,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Hugo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Alex99 and CasinoGuru Team,

Thank you for reaching out to us regarding this matter. We welcome the opportunity to clarify the situation and address the player's concerns directly.

According to our internal records, the player's KYC verification process was fully completed and approved on September 3rd, and the player was officially notified via email on the same day.

Following this, the withdrawal process commenced immediately, and the player began receiving their first payout installments starting from September 4th, with confirmation sent to them by email.

We would like to explicitly clarify that the player's balance has remained completely untouched from our end; no funds have been confiscated, canceled, or reduced. The remaining balance is fully intact, and the player is free to submit withdrawal requests for their remaining funds.

Furthermore, as previously mentioned by our support agent, in order to smoothly withdraw the entire remaining balance, the player simply needs to fulfill our standard terms by completing a total of 5 deposits. However at this moment player made only 1 deposit. Once this requirement is met, all limited withdrawal restrictions will be lifted, allowing the player to withdraw their full balance in accordance with their standard limits.

Please also note that in compliance with our anti-money laundering (AML) policies and standard terms, all deposited funds must be wagered 3 times (x3) before withdrawal.

We are fully committed to treating our players fairly and assisting this player in withdrawing their entire winnings without any permanent restrictions once these standard requirements are fulfilled.

Best regards,

Hugo Casino Team.

Dear Hugo Casino,

Do I understand correctly that the €3500 monthly withdrawal limit will no longer apply once the player makes 5 deposits and successfully wagers them?

Dear Michal,

We can confirm that is absolutely correct.

Once a player completes a total of 5 deposits and wagers the deposited funds in accordance with our standard terms, the restricted withdrawal limit no longer applies, allowing them to withdraw their full accumulated balance according to their standard account limits.

Furthermore, we are pleased to inform you that the player has already fulfilled all of these requirements. Everything has been successfully verified on our end, all conditions have been met, and no restrictions remain on the account.

As a result, the player's balance is completely intact, and we are actively processing and paying out their remaining funds in full through scheduled transactions. We remain fully committed to ensuring a smooth payout process until the entire balance is successfully delivered to the player.

Best regards,

Hugo Casino Team

Dear Alex99,

I have received confirmation from the casino that all limits have been lifted and that you were able to successfully withdraw your balance. Could you please confirm this at your earliest convenience? Once we receive your confirmation, we can proceed to close this complaint as resolved.