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I am filing this formal complaint against Winhugo casino for the confiscation of €1169.92 and the immediate closure of my account.

I am a user who has been trading on this platform for months. During this time, I have accumulated net losses. Recently, my situation changed when I strung together a winning streak combining sports betting and casino games (slots). When I tried to withdraw my total winnings, the casino blocked my access.

The only explanation I received from support was that my account was exhibiting "suspicious behavior," without providing any evidence, details, or technical justification of which rule I had violated. I played manually and completely transparently.

It is clear that the casino decided to confiscate the funds just when my balance was in my favor. I request Casino Guru's mediation so that the operator can provide evidence of this behavior or, failing that, proceed with the full payment of my balance of €1169.92, as these are winnings obtained legally through gambling.

​Presento esta queja formal contra el casino Winhugo por la confiscación de 1169.92€ y el cierre inmediato de mi cuenta.

​Soy un usuario que ha operado en esta plataforma durante meses. Durante este tiempo, he acumulado pérdidas netas. Recientemente, mi situación cambió al encadenar una racha positiva combinando apuestas deportivas y juegos de casino (slots). Al intentar retirar el balance total de mis ganancias legítimas, el casino bloqueó mi acceso.

​La única explicación recibida por parte del soporte ha sido que mi cuenta presentaba un "comportamiento sospechoso", sin aportar ninguna prueba, ni detalle, ni justificación técnica de qué norma he incumplido. He jugado de forma manual y totalmente transparente.

​Es evidente que el casino ha decidido confiscar los fondos justo cuando el balance era favorable para mí. Solicito la mediación de Casino Guru para que el operador presente pruebas de dicho comportamiento o, en su defecto, proceda al pago íntegro de mi saldo de 1169.92€, ya que se trata de ganancias obtenidas legalmente en el desarrollo del juego.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your winnings with or without a bonus? If you used a bonus, please send me a link or a screenshot.
• Which slot games did you play most recently at this casino? How much did you win from slots, and how much of your withdrawal request is related to sports betting?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, thank you very much for your time and your willingness to fix the problem.

I don't remember which slot machine games I played, there were several. If I had access to my account I could say, but access has been blocked.

I was able to withdraw all the money I deposited; all my winnings have been taken. One of the screenshots I attached to this complaint shows the withdrawals being made from my account by the "system."

I couldn't tell you the percentage of earnings, as I mentioned I don't have access to my history, but I would definitely earn more in sports.

I am available for any further clarification.

Sincerely,

Xavier

Hola, muchas gracias por su tiempo y su predisposición a arreglar el problema.

No recuerdo a qué juegos de tragsmonedas jugué, fueron varios, si tuviera acceso a mi cuenta podría decirlo pero el acceso ha sido bloqueado.

He podido retirar el total del dinero que yo he ingresado, me han sustraido todas la ganancias. En una de las capturas que adjunté a esta queja se ve como son retiradas de mi cuenta por el "sistema".

El porcentaje de ganancias no sabría decirle, como he comentado no tengo acceso a mi historial, pero sí ganaría más en deporte.

Estoy a su disposición para cualquier aclaración adicional

Atte,

Javier

Dear Somachigun9

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Hello there,

Thank you Somachigun9 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winhugo Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and their winnings were confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Somachigun9,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter