HappyHugo

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Last post made 2 years ago by punakontti
HappyHugo
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  • HappyHugo
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  • Hello LCB'ers! 

    My name is Andreas and I am working in HappyHugo's happy crew :-) We have been live since August this year. Our main focus is to bring a personal and fun touch to a normal casino experience. To do so we offer our players great value with the best bonuses conditions out there.

    If you should have any complaints or feedback, don't hesitate to post on here. I promise to answer as fast as I can. Your feedback is greatly appreciated!

    I hope you enjoy our fun casino!

    Thanks,

    Andreas

     

  • Welcome on board Andreas!

    We're happy to have you here with us. thumbs_up 

  • Welcome to LCB forum smiley

  • Thanks! I appreciate the warm welcome! :-)

  • Welcome Andreas smiley

  • Hi

    I have a problem with Happyhugocasino. I have tried to deal this directly with them but they are not listening to me at all.

    On 17.4. My winnings got confiscated cause i played secrets of the stones- game with bonus on my account and their terms say:

     "Following games are excluded from our promotional plan and any bet/wins made on those games while having a bonus active will be deducted from the winnings of the players:" (see screenshot attached)

    In my point of view that term CLEARLY SAYS that if i play any of those mentioned games, then all winnings that came from those will be deducted from my winnings. There is NOT said that those games are strictly forbidden to play and all balance will be voided if those are played. So I played about 20 rounds on secret of the stones. And on those rounds, there was only 7 winning rounds with total winnings of 19,95€. Later i got some big win for 519,75€ from Gonzos quest (not forbidden game). I want that 519,75€ win returned for me cause they have no grounds to take that away from me. They can deduct that 19,95€ from that if needed.

     

    Happyhugo has updated their website after this incident and now there is added to their bonus terms:

    "Any bet/win (with real or bonus money) while a bonus is active, placed on any of those games will be considered as a breach and winnings will be voided. The original deposit will be refunded into your player's account." 

    This term wasnt on their terms on april when this all happened to me. This was just recently added there. 

     

    So can you help me to get my money back ? I think they havent been fair on me on this issue. They cant use any "hidden" terms against me or anyone as they have tried to do here.

  • Hello punakontti,

    Could you please send me your casino  username in PM inbox and we'll contact the Casino Representative.

  • Hello punakontti,

    Thanks for providing us with your casino username. We've sent an email to the Casino Representative regarding your complaint. Keep you posted.

  • Hi again

    Has Happyhugocasino replied anything for this complaint ? 

  • Hello punakontti,

    No, we still haven't received a reply from them. We've sent them another reminder email. Keep you posted

  • Hello punakontti,

    We've received a reply from the Casino Representative. Here's what he says:

    "Under Happy Hugo Bonus Terms and Conditions it says:

    Following games are excluded from our promotional plan and are not authorized to be played while a bonus is active:
    Bloodsuckers & 2, Book of Dead, Dead or Alive & 2, Guns N' Roses, Immortal Romance, Legacy of Egypt, Money Train, Pimped, Queen of Gold, Reactoonz, More Cash, Secret of the Stones, Super Multi-times Progressive, Secrets of Atlantis, Joker Pro, Devil’s Delight, Victorious & Who want to be a millionaire
    Any bet/win (with real or bonus money) while a bonus is active, placed on any of those games will be considered as a breach and winnings will be voided. The original deposit will be refunded into your player's account.

    And we have a notification alert when you open a forbidden game with a bonus. To continue on the game you need to click on a button who said that you are agreeing to play on the forbidden game and you are aware of the risks."

  • Happyhugocasino added this term AFTER my incident to their website. It wasnt there on the time my incident happened. Earlier there was only that term i already provided as a screenshot.

     

    This particular term was added when they made a facelift to their website and everything was updated. 

     

    This is very roquish policy from them that they are trying to use a term that didnt even exist. And did it really take weeks to figure out this poor claim. If they claim otherwise they are lying.

     

    And they really hadnt any alert on any of their games earlier, thats 100% sure. Maybe they have now added it on their website update, dont know. Cause havent played there now cause seems that they cant be trusted in any way.

  • Hello punakontti,

    I've asked them about this particular term you've mentioned, since it's not on their site. We'll see what they'll say about this.

    Do you maybe have a screenshot of that 17.4 term, since we can't find it anywhere?

  • The only bonus term about restricted games that was on their website is seen on the screenshot i put on my 1st post ( it is taken on 22.4. . There was no other terms before and seems that there is nothing now if you already also checked it out

  • We couldn't find that 17.4 term either. 

    This is the only term that we can find in the Bonus Terms and Conditions:

    "Following games are excluded from our promotional plan and are not authorized to be played while a bonus is active:
    Bloodsuckers & 2, Book of Dead, Dead or Alive & 2, Guns N' Roses, Immortal Romance, Legacy of Egypt, Money Train, Pimped, Queen of Gold, Reactoonz, More Cash, Secret of the Stones, Super Multi-times Progressive, Secrets of Atlantis, Joker Pro, Devil’s Delight, Victorious & Who want to be a millionaire
    Any bet/win (with real or bonus money) while a bonus is active, placed on any of those games will be considered as a breach and winnings will be voided. The original deposit will be refunded into your player's account."

    Therefore, we won't be able to help you with this complaint, since you've breached that term.

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