Delayed withdrawal of 904 euro

Good day Ask Gambler team.

I have encountered a problem with Hugo Casino recently and will explain in detail below and attach evidence to support this.

Three days ago I deposited $100.00 using an E-Voucher from Cashtocode. The transaction prompted me as successful and I was redirected back to Hugo's site. On arrival to Hugo I was again prompted with a deposit was successful alert. However, when I checked my balance, I noticed that the balance had not changed. I checked the transaction history and my payment was listed as pending which i found to be odd. I contacted live support who told me, some deposits take upto seventy minutes so please wait. I waited for two hours and still nothing had come through. I contacted live support once again who instructed me to wait and the financial team would be in touch. Not very impressed, but little else I could do, was wait. I provided Live support with screen shots of the payment and my play history which showed them that my query was genuine.
While waiting for Hugos finance team to contact me, I decided to reach out to Cashtocode and see if any problem on their side had occurred. Cashtocode responded via email quickly and confirmed that my payment was a success but there had been some type of merchant error on Hugos part. Cashtocode said they would email Hugo and have things sorted for me. I was over the moon with this outcome and emailed Hugo to give them the update and a copy of the email I received from Cashtocode. I figured this was now sorted and my money would soon show. Sadly, this has been the case at all. Hugo Casinos financial team responded after hours and hours to say they couldn't see a problem from their side and the payment remains as pending. Again I responded with all of the evidence one should require. Hours passed until I received an email saying my withdrawal request requires me to authenticated. I never asked for a withdrawal! All I wanted was my $100 credited to my account along with a promo payment of $141.00. Hours and hours again went by until i emailed yet again asking for the funds credited. Still nothing. It has now been three days and Hugo have not resolved this case at all. They never acknowledge the evidence I provide, rather they respond with bot type answers. I am fed up with this and cannot fathom how any business can legally withhold funds from a vendor who has made no fault at all. Please help me Ask Gamblers, I have little other option otherwise.

so I played on Hugo casino for awhile. but I have a gambling issue so on the 16th of January 2025 I went onto live chat and requested a self exclusion to which the said you have to send an email to request self exclusion to which I did which I have screenshot of. heard nothing back after email. today 24th of January I just went to look to see if my account was closed to my surprise it was not. and I foolishly deposit some money as I have a problem. the were even sending me loads of promotion email after I sent the first email to close my account. I have also included them screenshots to prove dates. I should not of been allowed to deposit again after I had requested the self exclusion after the told me to send the email. after today I wrote to them on live chat asking why I was allowed to deposit today after I requested self exclusion to which Scarlett told me to just do it again today and she will process it. I said i want a refund when I do it. so I requested the closure again and she closed nearly instantly over email. the know there in the wrong and I want my money back today which I deposited as i shouldnt of been allowed to deposit

On the 31/8, i won about 5k euro. I then proceeded to make a withdrawal and freeze my account for a week.

I have used my online bank called Lunar, where i have a virtuel credit card. This credit card only exist virtually.

On the same day i requested my withdrawal, i Got an e-mail from the KYC-department at Hugo casino. They wanted physical real Life colour pictures of my credit card.

I told Them these pictures they are requesting do not exist, it is an online virtuel credit card.

Fast forward to yesterday, the 7/9, i have sent 6 e-mails, to both their support e-mail and KYC-department. I have not received any response at all for how their are going to proceed with the process.

Now yesterday, the 7th of september, i won another 5.600 euro. I then requested a new withdrawal, and would you believe it, i receive the exact same e-mail about my credit card as i did a week ago.

How i am supposed to work with This? I have read online that they drag the process out for a month, and then deactivate your account after a month because you havent provided Them with the necessary documents.

I am really Running out of time here.