Cancelled withdrawal and closed account, won't say what I've done wrong

Hello

I requested a withdrawal 10 days ago on saturday 02.08.2025 local time. One week ago on tuesday 05.08.25 I was requested to submit proof of address and I uploaded my powerbill this day. On thursday 07.08.25 I contacted support to ask for the status and they told me to wait 2 more days and then contact them again if the withdrawal has not been processed. Yesterday on 11.08.25 I contacted them again and they just keep on delaying it claiming extra checks etc. I think waiting 10 days for a withdrawal to be processed is unacceptable as the casino specifies that they aim to process withdrawals in 48 hours.

Please help me with this complaint.

Hello, I have a €100 withdrawal that hasn't been processed since March 24, 2025, even though all my documents are fully verified. Can you please help me receive my winnings?

Thank you for your help. I have contacted online chat support several times this week and sent several emails that have gone unanswered.

Dear AskGamblers, I am having an issue with Happy Hugo Casino. They are saying I broke bonus terms on a $100 deposit. This is correct, I did. I realized immediately after cashing out $150. I then cancelled this withdrawal and played it out. I lost it all. There was no balance, no bonus left. I then deposited $150 with a new bonus of 15%. So my total balance was $172.50 ($150 real $22.50 Bonus). While playing without breaking any T&C I won and cashed out $580. The following day I received an email stating I broke terms. This is not true. I replied to the email showing proof. The email has been ignored. Live chat has not helped in any way just repeating I broke rules on the $100 deposit. They should have looked at the proof and approved my withdrawal but instead have ignored it. I need help regarding this matter please. I record all of my casino sessions & have attached some screenshots. If there is a way to send video clips, I can do that. I have them ready but was unable to send here. If any other information is needed I have it all recorded.

Askgamblers, could you please let me know if there is a way I can send video clips, they show everything and I can make sure they are under 5mb.

Happy Hugo Casino, Could you please have this resolved. Thank you

Hi,

On this site they have this jackpot pool. It's the top 5 of the week winnerteam that shares the pool.

Now I was nr 1 on the winning team on last Sunday 15th and then the pool did reset for next week. But there was no money on my account the next day. So I asked how long it would take. The agent said it should be paid on monday..

So I waited out that day. But 2 days after there was no money.. So I asked again. Then the agent said that it was sent to the department and I would get an email when I got the bonus. And both agents said they would see that I won.. So, I went all the way til after midnight the next Sunday, then they reset again for the next week. Then u could not see that I win last week. Still no money on my account.

So I asked again if this was just fake news? And I played like 13.000 Nok on this site. And did a decent betting and thought the bonus might be higher. It was not, but that is all on me. But I still spend a lot of money. And the answer I got now this Monday was:

"Kindly note that your request has been escalated and the relevant department is still verifying the issue. We would like to inform you that your query is our priority"

This is pretty much the same answer they gave my all the time.

Now it's over 10 days since this bonus should be payed to me. So I either should get my 45% of the bonus pot. Or they should pay me the 10.000 I canceled from withdraw just to play up on the bonuslist. I really hope this helps. Cause I think it's really weird that it takes so much time. When the first agent said it would be payed out the Monday after at 12.00 so there is something strange going on after two Mondays and nothing..