HappyHugo

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.  

Welcome to LCB forum

Thanks! I appreciate the warm welcome! :-)

Welcome Andreas 

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.

They changed their terms when they updated their website and AFTER my incident. I showed the term that existed then. And the term you are referring to was added also AFTER my incident.

So i have played all by the book and they have no legal right to confiscate my winnings. By doing so Happyhugocasino are breaching their own terms, right?

Hello punakontti,

We don't have the proof when exactly that particular term which you've posted, existed on their site, therefore, we can only make decisions by the current Bonus Terms and Conditions.

The fact is that you were playing the game which was restricted on their site and according to the casino's Terms and Conditions they're obliged only to refund your deposits.

The casino doesn't want to pay your winnings according to the Bonus term mentioned above and there's nothing further we can do to assist you.

If you're not satisfied with this decision, you can try to file a complaint with their licensor.

Ok. I will put a public complaint on this to every major casino related forums. They just cant act like this. They dont obey they own rules. 

And also to everybody reading this: dont trust Happyhugocasino! They seems to be using hidden terms to confiscate players winnings.

Thanks anyway to LCB.org for trying to solve this!