Happy Hugo - Payment Refused by verifications issues

Ruling

Found for the Player - Despite our repeated efforts to contact Happy Hugo to discuss this issue we have received no response whatsoever from the operator.

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Player's Complaint

Dear Sirs, I’m a player at HappyHugo casino, which is licensed by you, under the international licence 1668/JAZ.

In late October/early November I’ve earned at the mentioned casino an amount of 500 €, and since then, I’ve been trying to withdraw, but the casino is using every means possible not to pay.

It started by asking the normal documents, such as, ID card, Address proof, Bank statement and a copy of the card that I’d used for the deposit. I’ve immediately sent all of these documents, no questions asked, but, soon I realized that it wasn’t enough, because the casino started to say that the documents weren't complied with the casino police.

At first, it was because the copy of the card didn’t showed my name, situation that I solved right away, sending then one other copy of the card with my name on it.

But it didn’t ended there, because then the casino started asking for copies of all the cards I've ever used to deposit at the casino (note that I’m a player at the casino for more than 2 years, I only use virtual cards to make these deposits and that I create a different card for each deposit I make).

I’ve replied that it was impossible for me to send them all the copies, because, like I said above, I only use virtual cards, and at the most, I would be able to retrieve the last 5 or 10 cards, but not more than that, but the casino ignored me, and just didn’t answer.

Having no answer from the casino, and trying to solve the problem, I’ve sent another email asking the casino for them to tell me which cards they needed, but they didn’t inform me which ones, and simply said “...all cards...”.

Since they are licensed by Coracao eGaming, I urged to call them for help, but, although I've sent Coracao e-gaming all the emails changed with HappyHugo Casino, they simply "forward" my complaint to the mentioned casino, telling them to solve this issue with me.

At the beginning I though that things would go my way, since the licence provider sent the casino an email, but soon I realized that it would all stay the same, I've changed some useless emails with the casino, that continues to leaving my questions unanswered, and when I've asked again for Coracao E-gaming help, they just did the same thing the casino has been doing, and gave me no answer at all, and this goes for more than one week since my last email to them.

I’m a fair player, I don’t take advantage of bonus offers, I play regularly at several casinos just for the fun of playing. I kindly request your help in this matter, it seems to me that the casino isn’t acting “fairly”. I've complyed with everything they've asked, but they just don't care, and keep retaining my winnings.

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