RESOLVED: HugoBets - Account Problem

I am having a problem with Hugobets, just like many others here. The address verification simply isn't working—or rather, it seems like scam. I complete the verification process via Sumsub using a document, exactly as required. It gets accepted as valid, and the system states that the verification was successful. However, a few hours later, I receive the exact same prompt asking me to verify my address again. This has been going on all day long. The request keeps popping up repeatedly, even though I actually receive an email confirmation stating that the verification has been successfully completed. The live chat support either cannot or will not help me. Can you guys assist me?

Disputed amount: 119.03€

Casino: HugoBets

Case #: 4300

Hello denyo123, 

Thank you for sharing your experience with our members, and we are sorry to hear about your KYC inconvenience. 

Please note that we will reach out to the casino to get more insights about this situation, and get back to you as soon as we have an  update to share. Do not hesitate to reach out if you receive any new information in the meantime. 

We thank you for your patience. 

Thank you for accepting the complaint and for the assistance provided. I believe they have actually accepted it now; over the last 24 hours, there have been no further requests for verification. I hope they will proceed with the payout now. Should there be any changes or updates on my end, I will let you know.

Hello denyo123, 

That's great news! Please keep us posted! 

Hi,

Unfortunately, it looks like this is going to continue. I received this email today. It looks a bit different from the 15 KYC emails I received previously—this one includes a liveness check and proof of wallet transactions. I successfully completed it right away.

I should also add right away that I was only able to upload the wallet transaction document as a screenshot, since I use Exodus—a simple PC application that serves as an anonymous wallet. However, they explicitly stated that they require the proof of wallet transaction in PDF, JPG, or another format, rather than as a screenshot. I suspect they will raise issues about this again.

And it starts all over again. A few minutes after completion, I receive the same email that was repeatedly sent a few days ago after successful verification. It's another request for address verification. I always complete it with a valid government-issued document. I even get the mail from hugobets themself, that my account is verifed. Very confusing.

Hello denyo123, 

Thank you for getting back to us. 

We have reached out to the casino rep to get more details regarding your account. 

Thank you for your patience. 

Hello Cookie17.

It actually worked out after what felt like an eternity. The withdrawal arrived today.

We are so glad to hear that, denyo123!  We will now mark Case #4300 as RESOLVED.

Hi brother @denyo123,

happy for you, that you got your cashout! May you let me know, How long did you wait ? Sadly im in the same boat right now. Ive got a 2k Withdraw pending for 4 Days now...