Happy Hugo Casino - プレイヤーが自分のアカウントを確認するのに苦労しています。

Dear all

I am trying to withdraw and in parallel verify my account however without success.

Nobody is answering emails!!

I am afraid I lost my money!

Dear Kiriaki,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs (https://www.happyhugocasino.com/terms-and-conditions) and I found this:

"3.0 ACCOUNT VERIFICATION

3.1 For security and license requirements HappyHugo may request KYC (Know Your Customer) documents at own discretion. Most common reason is validation of details prior to big withdrawals (age verification, fraud prevention, promotion restrictions). Please send your valid copies from photos or print screens of personal documents to cashier@hd.happyhugocasino.com"

Did you send all the required documents to the above-mentioned email address? When exactly, please?

Also, have you tried to ask about the status of the verification via live chat? The support agent replied within a few seconds and it is available 24/7.

Looking forward to hearing from you.

Best regards,

Kristina

Dear all

many thanks for your kind help.

I submitted all the documents requested and I sent several emails without response.

However, yesterday I received an email that the withdrawal is approved and I am waiting for it to show to my account...

thank you once again

Kiki

Kiriaki, it seems to be on the right track. Let's wait for a few more days. I will leave this complaint open, so please, keep us informed and let us know if there is any news. In case there is no development, we will intervene.

Thank very much for your kind help!

the money are there!

Awesome news, Kiriaki! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.