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HugeSlots - Complaint 18K


Found for the Casino - While HugeSlots did initially quote terms that were not in place at the time of play and as such could not be applied to the play, the player has violated the terms we can confirm were in place at the point they played. As such HugeSlots is within their rights to void the winnings in question.

Read our HugeSlots Casino Review.

Player's Complaint

Dear POGG,

I start playing on 2 May 2016 I deposit over 20.000 euro's in your casino in the time being I always got paid when I had a withdraw the limits were a bit slow 2500 a week but OK i managed to play everytime when i had time for it..With or without bonus..

When I deposited on the 9th of August I felt myself lucky to hit a nice 1200x bet win If I recalled it good.. I was so happy.. I cashed a small amount out and waited to play some more after I get my first payment..after 1 week I didn't get paid my withdraw was pushed back to my casino account.. when I contacted casino customer support they said there was been a mistake and nothing was going on..and they would pay me within the next few days and excused me for the troubles..

I thought everything was ok after all I always got payed when I started to play here..then 1 week later the same issue my withdraw of 2500 was pushed back to the after complaining in the chat..they were really sorry again they didn't see what happened but everything was fine my account was long time verified and I should be paid in a matter of days..

on 31/8/2016 I got an email that I breached terms and my account would be terminated and my 500 deposit would be send back to my account..So I checked the terms and they said..

" (ii) Placing single bets in excess of 10% of the value of the bonus credited to Your account until such time as the wagering requirements for that bonus have been met. For example, if you received a bonus of €200, then the maximum bet that can be placed is €20. The 10% rule does not apply if the bet size is less than €5. Please note, this clause does not apply to the welcome bonus, as bet sizes are covered under clause 7 of the Welcome Bonus Terms. At management discretion this clause can be waived on a player by player level.

your withdrawal has been reversed and your account balance reduced to €500, this has been paid back to your deposit method and your account has now been closed."

I checked there terms and conditions and it said underneath "*Terms and Conditions last updated on 31st August 2016 (version 1.5)"

So it looks like they waited until they changed the terms and retrospectively applied them to me which is outrages I checked the waybackmachine and this rule was never in place before..

So i hope they would revise there decision as this is not how you treat your players..I played there with allot of fun it was a good casino but when I won over a certain amount they WON'T want to pay me!!!

I hope you can help me..

Your sincerely


username [EDIT]

p.s I already played a long time with this casino never had any issues playing at the same playstyle like this they always paid me..They clearly stalled me for 3 weeks to push there new rule on my gameplay so they do not have to pay me!

Read the casino review

7 Responses

User icon
September 5, 2016

Hi brainster - welcome to!

Before I contact the operator I need to know 1) the amount you deposited 2) the bonus you received 3) what games you were playing and 4) how much your maximum bet was on each game.



User icon
September 6, 2016

I can't recall exactly, the deposit was 500 euro the bonus was 150 euro and it was a 40 euro bet on the slot wild turkey..

This was the screen shot of the waybackmachine

If you require anymore information please do not hesitate to contact me.

Raoul Breinburg

User icon
September 9, 2016


I didn't heard anything for a while is the case in progress or do you need anymore information?

User icon
September 9, 2016

Hi brainster,

You haven't had a response in 4 days. Realistically you should expect your complaint to take several weeks to resolve.

I have contacted HugeSlots and I'm awaiting the right team member getting back to me. I'll let you know when I have some useful information.



User icon
September 23, 2016

Hi brainster,

To keep you informed, I have passed your complaint on to the right person at this group and hope to receive a response shortly. I'll let you know when I have further information for you.



User icon
October 19, 2016

Hi brainster,

I've now discussed this issue fully with a Huge Slots representative, or more correctly a representative of their platform provider White Hat Gaming that manage most aspects of Huge Slots business.

You are correct that the customer service agent that initially contacted you regarding this issue incorrectly quoted new terms in their email to you regarding this situation. Those terms were not in place at the time you played and therefore are not relevant to your play.

However, there has nonetheless been a breach of terms.

As we monitor the terms and conditions at the majority of the operators we list I can confirm the relevant terms and conditions that were in place at the point where your play occurred and the changes that have occurred over the last several months.

Firstly the term relevant to this issue that was in place at the time of your registration on the 2nd of May within the general terms and conditions across all White Hat Gaming properties:

13.9 Irregular Play Before any withdrawals are processed, Your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of the bonus credited to Your account until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular game play has occurred; the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings.

You were compliant at all times with the above term, consistently playing close to but never on or above the 30% limit across your play at all White Hat Gaming properties (more on this later). Given your consistent bet sizing it is reasonable to conclude that you were aware of the restriction within the General terms and conditions.

This general term and conditions were updated across all White Hat Gaming properties on the 9/6/2016 to the following:

(ii) Placing single bets equal to or in excess of 5% or more of the value of the bonus credited to Your account until such time as the wagering requirements for that bonus have been met.

This term was subsequently removed on the 31/08/2016 and replaced with the term that you were ultimately cited in the email you received, but was in place at the time of your play.

As such at the point that you accepted this promotion there was a clear 5% maximum bet restriction in place within the General Terms and Conditions. Having reviewed your play, you received a 150 credit bonus and placed wagers of 40 credits, far exceeding this limit.

As you pointed out the maximum bet term within the promotional terms and conditions at the time of your play was as follows:

(xx) Where a Welcome Bonus and/or No Deposit Bonus has been granted to you, subject to you being required to have met all wagering requirements, you will be limited to a maximum withdrawal value of your total deposits any remaining balance will be forfeited if the casino deems your play to be irregular. For example, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. “State” game abuse is where the player collects gems, coins and other items that initiate a bonus round or free spins, to nearly the point of activating the bonus or free spins, and this is done with the welcome bonus and first deposit, and then the player then plays the balance down to under 1 credit, therefore, cancelling the wagering requirements, then re-entering the game with another deposit of cash only with no bonus and re-entering those games to complete the collection of items to trigger the bonus of free spins. Other examples of irregular game play include but are not limited to, placing single bet in excess of $5.00 to initiate a high win during the early stages of game play, then making a significant change in bet size down to less than $1.00 a bet until such time as the wagering requirements for that bonus have been met. While a welcome bonus is in play the maximum you may bet on any single bet will be capped at $5.00, above this amount will be considered irregular play for bonus play through requirements. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for Bonus Play through Requirements. This clause will only be applied at the discretion of casino management. All progressive wins are exempt from this clause.

The above term does allow for bets exceeding 5 credits as long as bets are not subsequently decreased to less than 1 credit. While in some situations I would be inclined to view the differing maximum bet terms in the promotional and general terms to be a possible source of confusion in this instance I don't feel that's likely to be the case for the following reasons:

i) Unlike other cases we’ve seen due to the size of the bonus you received it is possible to be compliant with both terms. The bonus taken restricted wagers to 5% of the bonus. As the bonus was 150 credits, you could have bet up to 7.50 credits without violation of the General term limit.

ii) Your historical activity across this group demonstrates a playing pattern that was consistently compliant with the 30% maximum bet term found in the General terms and conditions. Bets placed across 7 different properties were consistent in being close to while never exceeding the 30% limit. This demonstrates that you were both familiar with the format of the terms at Huge Slots and the other White Hat Gaming properties and that you were aware that a secondary restriction was present in the General terms.

It is also worthy of note that on the 22nd of April you received emails from each of the 7 different White Hat Gaming brands you were registered with at the time revoking any future right to claim promotions with each property. This action was taken as your play had been identified at that stage as consistent in its approach and adherence to terms and conditions, but nonetheless undesirable. As the emails specifically referenced being banned from receiving bonuses at each specific venue we would not consider it a specific banning across the whole network of operators. However, given that 7 identical emails were sent out at the same time, only varying in the casino brand mentioned within it seems likely you would be aware of the connection between these brands. This certainly wouldn’t represent a “deciding factor”, but nevertheless is relevant when reviewing the case in general.

In summary, it would be my opinion that you were familiar with the terms and conditions across this group, both promotional terms and general terms, but failed to review the terms and conditions again prior to accepting a bonus on the 9th of August. As these terms had been changed on the 9th of June this left you in a position where you failed to comply with the terms and conditions that were actually in place at the time of your play.

While I understand that this will be frustrating the terms and conditions were clear, not a source of undue confusion in this case and can be confirmed to have been in place significantly before the date of the play in question. As such there are no grounds for us to look for the operator to return the winnings that have been voided.


User icon
November 14, 2016

OK so it's perfect to let me me out do like nothing is going on.. until I win I get like a confiscation .. this is free roll for the casino to confiscate any players money.

Four weeks of silence and don't letting anything notice..putting the money back in my balance..I cannot keep score where all the casinos are from..I asked support if I could play..there support encourage me to play.

It's poor management and now it costs me 18.000 euro as I see more complaints coming on this group I see that they are doing more of this dirty tricks it ain't correct!!

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brainster consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

September 5, 2016

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