I have been playing with Hugo Casino for a number of months now. And I can honestly say the overall experience & treatment from my VIP manager Nate has been second to none. He has gone above and beyon... See more
Company replied
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See what reviewers are saying
they might soon be out of business they wont let me block my self from site and they promise me that ill win if i keep depositing, even though i write them all the time about the block, they wont d... See more
Company replied
There Games is A scam playing here for Long.didnt experience there slots games return winning everything they being controlled. Comeon did the Authorities blind with this scam gaming.Bec.It is very ob... See more
Company replied
I joined Hugo Casino after seeing some positive reviews online. At first, I was skeptical, but after my first week of playing, I can say the experience is amazing! The live casino section feels just l... See more
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Company details
Written by the company
Prepare for an exciting gaming adventure at Hugo Casino, where thrills and bonuses await! Hugo Casino is your premier online gaming platform, fully licensed and regulated by the Government of Curacao. We are committed to offering a safe and secure gaming environment for our players. The fun never stops at Hugo Casino. We offer a wide range of games, including slots, table games, live casino experiences, and much more. Our game library includes titles from leading industry providers such as NetEnt, Microgaming, and Evolution Gaming. Additionally, we are generous with our bonuses and promotions, giving our players an extra edge to win big!
Contact info
Dr. Henri Fergusonweg 1, Curaçao
- support@hugocasino.com
- hugocasino.com
You should know
2.8
Average
277 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I have played a lot here and stopped…
I have played a lot here and stopped one evening. All suddenly four days later, money are been taken from my bank account and didnt got it deposit on the Hugo Casino website. Talked with their support for hours. They are disconnecting, asking me same questions over and over again just to get me to that stage that I dont want to chat with them. I am sending them screenshots and they are totally ignoring me. As low as it gets. Steal me money on casino but dont take my money from my account and then totally ignore me. Dont ever play here unless you want to just be fooled.
November 22, 2024
Unprompted review
Reply from Hugo Casino
Dear Dejan Markuji,
Thank you for bringing this matter to our attention. We deeply regret the inconvenience and frustration you've experienced. Please rest assured that your case has been escalated to the relevant department for thorough review.
In order to assist you and initiate a detailed investigation, our team must request additional information about the deposits in question. This step is necessary to ensure we can thoroughly examine the situation and resolve it as quickly as possible.
You are welcome to contact us directly at kyc@hugocasino.com, available from 9:00 to 18:00 GMT+2 on working days, to share these details or for further assistance. We will also keep you updated on any progress regarding your case.
Our team sincerely apologize for the inconvenience caused and appreciate your understanding and cooperation.
Best regards,
Hugo Casino Team
Fake casino
I play on multiple sites and this has by far the worst payouts.
On slots you get nothing unless it's there 20 cent free spin.
Table games are a waste.
Suggest going anywhere else unless you want to handover cash with no chance of winning.
5 star comments are clearly bots
November 14, 2024
Unprompted review
Reply from Hugo Casino
Dear Daniel Godfrey,
Thank you for sharing your feedback.
Our team understand that experiencing a streak of bad luck can be frustrating. However, we’d like to emphasize that our casino operates fairly and has no influence over the outcomes of games. All results, whether on slots or table games, are determined by Random Number Generators (RNG) certified by independent testing agencies.
If you're not enjoying your experience with a particular game or provider, we kindly recommend exploring other games or providers on our platform. Please remember that gambling is intended as a form of entertainment, not a guaranteed way to make money. Always play responsibly and only with funds you can afford to lose.
Regarding your concerns about comments, we assure you that we maintain a transparent and honest approach. All feedback, both positive and negative, is genuine, and we do not use bots or fake reviews.
If you have any other concerns or questions, please feel free to reach out to our support team via email support@hugocasino.com or Live Chat.
We’re here to help and ensure you have the best possible experience.
Best Regards,
Hugo Casino Team.
Absolute scammers!
They allowed me to make registration from “forbidden” country and after i made earnings equal to 1200 euro my account is closed because my residence is forbidden. Providing all the documents they have requested and again. Also not refunding your initial deposit in such cases! They are just taking your money away and you can do nothing about it. Dont interact with these felonies!
October 24, 2024
Unprompted review
Reply from Hugo Casino
Dear Toma,
Thank you for sharing your feedback.
We sincerely apologize for the inconvenience and frustration you experienced. At Hugo Casino, we take regulations and responsible gaming very seriously, including compliance with country-specific restrictions.
After a detailed examination of your account, Risk Department has established that there has been a violation of our General Terms and Conditions, specifically section 2.6, 2.9 and section 8.10, related to residency and the legality of gambling activities within certain countries. As a result, Risk Department have made that decision about your account status and your winnings.
Moreover, you have received a letter from Risk Department, where clearly described your situation and the rules that you have violated during locating on our website.
Kindly ask you to open the letter from Risk Department that was sent to you at this time 2024-10-25 08:32 UTC and review all the decisions regarding your account.
In case you have other questions related to the verification or financial processes, you can always reach directly our KYC department via email.
We appreciate your understanding in this matter.
Sincerely,
Hugo Casino Representative.
Hello ,
Hello ,
My acc sujete
I will tell you that this site will not verify you acc. I send all need documents ( send over 30 email ) & geth every time same spam ! So 1st still my 2303,15€ I don't lose then will not payout what the left!! What now in my balance is still 490€ waiting for pay out what . What to do ?
October 15, 2024
Unprompted review
Reply from Hugo Casino
Dear Bibo,
We sincerely apologize for any frustration you’ve experienced with the verification process.
We understand how important it is to resolve this matter quickly, and we want to assure you that our team is here to assist.
Kindly direct your attention to the latest email from our KYC team that was sent to you today 2024-10-16 12:49 UTC, where they have outlined the necessary steps to complete your account verification.
Please review the information carefully and submit any outstanding documentation so we can move forward with the process and ensure the payout of your remaining balance.
For any further questions regarding financial or verification matters, feel free to reach out directly to our Financial Department at kyc@hugocasino.com, and we’ll make sure to help you as quickly as possible.
Thank you for your patience,
Hugo Casino Representative.
Im soo happy that im not the only one…
Im soo happy that im not the only one that is complaining on Hugo Casino my review is true and atleast im not on my own in this rip off casino maybe giving a chance to win but rigth away u get badly disappointed from it as you about to gind out couple off issues that they provide on regular basis i hope that more and more people will get to know them as they are full off s…..th
October 11, 2024
Unprompted review
Reply from Hugo Casino
Greetings, Jilestar Devlestar!
Thank you for providing your feedback. We are sorry to hear about your experience.
Our team is committed to providing a fair and enjoyable gaming environment for all our players.
In order to offer further assistance, we kindly ask that you provide more relevant details regarding your case by contacting our support team. This will help us to work towards a resolution to your inquiry.
Thank you for understanding.
Warm regards,
Hugo Casino Representative
A Friday night with few hundreds piled up
I like challenging my luck at casinos with my friends, on the first weekend of the month. This was the first time I tried an online casino (usually go to local ones) as my friends were out of town, and must say that the selection of the games was fabulous.
When it was a bit concerning to not get my cash immediately upon my withdrawal request, I did receive it within 48 hours. The customer support was very helpful during this, and they explained that this is a usual procedure for online casinos.
Overall, it was quite a fun night. I shall for sure go for sessions in the nearest future. Definitely recommend for the newbies.
September 6, 2024
Unprompted review
Reply from Hugo Casino
Greetings, Barbaros Oguz!
Thank you so much for sharing your positive experience with us! We're thrilled to hear that you enjoyed our platform.
Your recommendation means a lot to us, and we can't wait to welcome you back for more fun-filled sessions in the near future. If you ever need further assistance, don’t hesitate to reach out!
Best regards,
Hugo Casino Representative
I.d.i.o.t dont play,and dont deposit on…
dont play,and dont deposit on this casino…This casino is sh…t
September 11, 2024
Unprompted review
Reply from Hugo Casino
Dear Danijel,
Thank you for sharing your feedback.
Our team is truly sorry to hear that your experience with us has not been satisfactory.
We take all comments seriously and want to ensure that every player enjoys a positive and fair gaming environment at Hugo Casino.
Could you please provide us with more details about the issues you encountered? Our support team is always here to assist, and we’d love the opportunity to make things right for you.
We value your experience and would appreciate a chance to resolve any concerns you may have.
If you need any clarifications, please contact us by our Live-Chat or email address of the Support Team. Our support agents are 24/7 available to assist you!
Thank you for understanding,
Hugo Casino Representative.
Been waiting almost a week for an…
Been waiting almost a week for an answer on my e-mail. Won about 5k euro, and then froze my account for a week. On the day i froze my account i also made a withdrawal request. I then received an E-mail from the financial department regarding documents i needed to send in. Which is totally normal and standard practice. On the same day i answered that e-mail, with both documents and questions. I am yet to receive even an answer to my e-mail today.
It seems as if, if you have frozen your account, they purposely do not want to answer your e-mails, because they know if you get the verification while your account is frozen, the first thing you Will do when it opens up again, is cash out.
If i could give their customer service 0 star, i would do that.
September 6, 2024
Unprompted review
Reply from Hugo Casino
Dear Ozz,
thank you for sharing your experience with us.
We are sorry in case there were any inconveniences caused, and we understand that the withdrawal process might be longer than expected.
Please, be informed that before receiving a pay-out, players need to undergo the verification process.
After providing all the requested documents and successfully passing the verification, your withdrawal request will be processed, and you will be notified via email regarding the results.
Please note, our Financial Department is working from 9:00 to 18:00 GMT+3, from Monday till Friday. If you have a letter that has gone unanswered, it means that you will get a reply to it in orderly fashion from our Financial Department from Monday.
Kindly ask you to follow all the instructions of our Department to be able to withdraw your funds quickly and efficiently.
As soon as all the documents will be provided, you will get a confirmation email from the Financial Department and the withdrawal will be processed after successfully verification.
We truly apologize that your experience didn’t go smooth, however these steps are necessary to protect your account and to be sure that it belongs to you and used only by you.
In case you have other questions related to the verification or financial processes, you can always reach directly our KYC department via email.
If you need any clarifications, please contact us by our Live-Chat or email address of the Support Team. Our support agents are 24/7 available to assist you!
Thank you for understanding,
Hugo Casino Representative.
Worst Casino experience I have ever had
Worst Casino experience I have ever had
STAY FAR AWAY. I have played on 100+ different casinos throughout the years, some of them have been awesome, others not so much, but I have never experienced anything like what I have here.
First off all, the customer service is utterly garbage, this is somewhat normal on more unserious casinos just like this one, so this is not too bad compared to the other stuff they're pulling
The casino bonus is a scam. These scumbags advertise "100% 500€ NO STICKY" which is just not true. A non sticky bonus is - "you as a player will be able to withdraw your initial deposit as well as any winnings made from this deposit, without having to fulfil any wagering requirements or bonus terms", there is no other rules to this, this is what it is. Just search it up on google. When contacting customer service about this, they told me I HAD to fulfil the wagering requirements and that this is their version of "NO STICKY". In case you didnt know, this is just a sticky bonus advertised as a non sticky, because this casino is just a scam.
But it gets better, their verification program is THE most scammiest thing I have ever seen, I contacted customer service multiple times after I had delivered ALL the documents required for verification since it took such a long time. They then told me I had to verify, so I did it again. This repeated up to 4 or 5 times. Every single time without fail the verify tab told me "success" as if my documents had already been verified. Which they most likely were, but with the casino in the back pulling the strings. So laughable. After some time I received an email telling me "Your account will be terminated and all winnings will be confiscated if you do not verify your account". I did not understand this at all since I had been verifiying my god damn account 5/6 times up to now. And also, why? Why the hell would an account be deleted because verification faults from their side?
In addition-
Withdrawal was max 590€ which is such a big joke I had to laugh, so after I had played down my winnings to be able to withdraw because of the "NO STICKY" bonus, I then had to play down even more of my winnings down to 590€ to be able to withdraw. What an absolute joke.
I have called up my lawyers and am in contact with some casino contacts to take this site down. This is a disgrace to all gamblers and I pray to god no one else has to go through such an awful experience. Will gladly take this legally if nothing happens.
July 26, 2024
Unprompted review
Reply from Hugo Casino
Greetings, Bicycle Ryder!
Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any inconvenience you may have experienced, and we want to address your case.
Upon reviewing your account, we noticed that you have received a few emails from our financial department regarding your account verification process.
Unfortunately, it appears that the correct required documents have not been submitted during the 30 days from the moment of requesting a withdrawal, resulting in your account diasbling.
We understand that this may be frustrating, however, our financial department has acted in accordance to the terms and conditions set by our website.
In regard of the withdrawal limits, according to our policy, there is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal amount per transaction being 500 EUR.
Additionally, please note that withdrawal requests are processed in the order they are received, during the working hours of our financial department.
We appreciate your understanding and patience.
If you have additional questions, feel free to contact our support team.
Best regards,
Hugo Casino Representative
When all documets are oploadet
When all documets are oploadet, is everything great. Good play site with a awsome customer service🙌
July 16, 2024
Unprompted review
Reply from Hugo Casino
Dear Bang,
Thank you for taking the time to share your positive experience with Hugo Casino!
We are thrilled to hear that you enjoyed your time with us and that our efforts to provide top-notch customer service and a user-friendly gaming environment are being appreciated.
At Hugo Casino, we strive to create a seamless and enjoyable experience for all our players.
We understand the importance of having all documents uploaded and verified promptly, and we're glad to hear that once this was done, you found everything to be great.
Our team works tirelessly to ensure that every aspect of our platform, from the variety of games to the quality of customer service, meets and exceeds the expectations of our valued players.
Your feedback about our customer service is particularly gratifying. Knowing that is a testament to their hard work and commitment to providing the best possible support.
We appreciate your trust in us and your willingness to recommend Hugo Casino as a good play site.
Best Regards,
Hugo Casino Representative.
A fair casino
A fair casino. I deposited 500 €, got a bonus for almost same amount and freespins. Played some table games, and managed to complete the rollout, and cashed out 898 €. I had to withdraw the money in 2 different days cause maximum withdrawal is 500 per day, but thats ok, will take my girlfriend to a weekend break with the 398 € winnings. Thanks Hugo Casino
July 8, 2024
Unprompted review
Reply from Hugo Casino
Dear Jose Del Pozo,
Thank you so much for your wonderful review!
We are thrilled to hear that you had a positive experience at Hugo Casino and that you enjoyed our bonus and free spins offer. It’s great to know you had fun playing our table games and were able to complete the rollover successfully.
We appreciate your understanding regarding the withdrawal limits and are glad it didn't hinder your enjoyment. Our team hope you and your girlfriend have an amazing weekend break with your winnings!
Thank you for choosing Hugo Casino, and we look forward to welcoming you back for more exciting games and rewards.
If you need any clarifications, please contact us by our Live-Chat or email address of the Support Team. Our support agents are 24/7 available to assist you!
Best regards,
Hugo Casino Representative.
After playing in this casino for a year…
After playing in this casino for a year an made 8 withdrawals, now none of them is working... My last withdrawal has been cancelled 5 times for no reason by just saying that withdrawal is unsuccessful! Shame on you because I will take that very far
June 28, 2024
Unprompted review
Reply from Hugo Casino
Dear kund,
Thank you for your feedback.
We sincerely apologize for the difficulties you've experienced.
At Hugo Casino, your satisfaction is our top priority, and we are committed to ensuring a smooth and fair withdrawal process.
Regarding your withdrawal requests, please ensure that you have successfully completed our verification process. This is a standard procedure to maintain security and compliance.
If you have already completed the verification, please contact us at support@hugocasino.com. Our team will be happy to assist you with your withdrawals.
Thank you for your understanding and patience,
Hugo Casino Representative
Shi*iest casino i have ever played
Shi*iest casino i have ever played, i cant believe i am even writing a review, i deposited like 50 times, and not one time i did not 2x my money, bought sweet bonanza 3 times in row for 40€, gave me back max 10x
June 26, 2024
Unprompted review
Reply from Hugo Casino
Greetings Gabinamu Namuroas,
Thank you for sharing your feedback. We understand your frustration, and we appreciate you taking the time to leave a review.
Firstly, we want to assure you that our casino works exclusively with licensed game providers who are regulated by industry authorities, which guarantee fair and unbiased outcomes. We do not have any influence over the results of any games, including "Sweet Bonanza" or any other game you may have played.
We also want to remind all our players about the importance of responsible gaming. Gambling should be viewed as a form of entertainment and not a way to make money.
If you feel that gambling is becoming a problem, we offer various tools and resources to help you manage your gaming habits, including self-exclusion options and links to professional support organizations.
We value your input and hope that you understand the measures we take to ensure a fair gaming environment for all our players. If you have any further concerns or need assistance, please do not hesitate to reach out to our customer support team, we are working 24/7 for you.
Warm regards,
Hugo Casino Representative
Stay away from this casino
Stay away from this casino, 2 weeks ago i won 35.000 euro.
I was so happy, but my happiness fall apart, the day after.
Hugo casino refused to accept so Huge amount at one time.
The want me to make a withdrawal 500 euro every day. 5 days per week.
And the also not accept every day those 500 euro.
Sometimes only 3 times Per week.
But on there platform, they make reklames, its Max 15000 euro Per month.
But thats a huge lies.
Hugo casino is so smart, they know you Will play lots of the money, on there platform.
WHO Can wait 5 months to get the money out.
Hugo casino comes with lots of excuses, but they will work on those problems in the future.
It’s last time I spent my money on there.
I’m angry and disappointed.
I have never played on so bad casino before.
So if you just have to get a small amount out, it’s okay casino.
But it’s not normally, when you winning so huge amounts, and they don’t wanna pay a bigger amount out.
6 month it would take, I’m so angry.
May 29, 2024
Unprompted review
Reply from Hugo Casino
Dear Lotte Jakobsen,
We sincerely apologize for the inconvenience and frustration you have experienced with our withdrawal process. We understand how disappointing this situation must be for you.
We would like to address your concerns by referencing our Terms & Conditions regarding withdrawal limits. According to our policy, there is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction, within 24 hours, and per month are as follows:
Per transaction: 500 EUR or equivalent in other currency
In 24 hours: 500 EUR or equivalent in other currency
Per month: 15,000 EUR or equivalent in other currency
Additionally, please note that withdrawal requests are processed in the order they are received, in accordance with the schedule set by our KYC department. If you would like to request the specific processing schedule, you may contact our KYC department directly at kyc@hugocasino.com.
We understand that waiting for an extended period to withdraw your winnings is not ideal, and we are committed to improving our services to better meet the needs of our customers. Your feedback is invaluable to us, and we will use it to work on resolving these issues promptly.
Once again, we apologize for any inconvenience caused and appreciate your understanding and patience.
Best regards,
Hugo Casino Customer Support Team
SCAM
Steals all my money. I won 2260kr (300€). Suddenly they say that i broke their gambling rules and close my account.
June 3, 2024
Unprompted review
Reply from Hugo Casino
Dear Kasper Tobiasen,
We are sorry to hear about your experience. Our casino operates in strict accordance with the rules clearly outlined in our Terms and Conditions, particularly under the sections on bonuses and Bonus Terms.
If an account is closed due to rule violations, it is based on these guidelines. To better understand your situation and resolve any potential misunderstandings, please contact us directly.
We value your feedback and hope to assist you further.
Best regards,
Hugo Casino Representative.
Dont ever start in this casino
Dont ever start in this casino. If you use bonusses they womt let you have your cash back. They move you down from their lvl program without having an answear to it.
Withdrawl is pure hell and Even though the system approves the kyc they always needs something more. It is a S hitty casino not to be trusted.
May 13, 2024
Unprompted review
Reply from Hugo Casino
Dear ML,
thank you for sharing your experience with us.
Please, be informed that cashback is calculated in the form of up to 20% of deposit losses during the weekly period from Monday 00:00 to Sunday 23:59.
Calculation formula has revealed that your cashback this week was only 15.53 DKK, which you were rewarded with today.
Also, regarding your level, it totally depends on your activity, is calculated automatically by the system, so it can vary.
Moreover, we are sorry in case there were any inconveniences caused, and we understand that the withdrawal process might be longer than expected.
Please be informed that our Financial Department acts in accordance with our Terms and Conditions and the verification is mandatory.
We are waiting for your latest documents, which you can read in detail in the last letter that was sent from our KYC Department. This letter contains all the details you need to quickly pass verification.
In case you have other questions related to the verification or financial processes, you can always reach directly our KYC department via email.
Best regards,
Hugo Casino Representative.
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