I really want to be honest and fair. First the positives. Nate VIP manager is great, he was always supportive and tried his best. But management who make the decisions are crap, they do... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
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
Company replied
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... See more
Company replied
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
2.8
Average
273 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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.
Reply from Hugo Casino
Dear Jonas,
Thank you for your kind feedback.
We’re delighted to hear that you consider Hugo Casino a top casino and that you’re satisfied with our support team. Providing excellent customer service and a smooth gaming experience are among our top priorities, and it’s great to know that we met your expectations.
We truly appreciate your trust and look forward to welcoming you back for more enjoyable moments at Hugo Casino.
Kind regards,
Hugo Casino Team
Good games and spins
Good games and spins, it's colourful and big
Adam.seccombe gmail.com
October 25, 2025
Unprompted review
Reply from Hugo Casino
Dear Adam,
Thank you sincerely for your wonderful review.
We’re delighted to know that your experience with Hugo Casino was an enjoyable one. Your kind words about our site mean so much to us — we take great pride in having a dedicated team committed to providing every player with the best possible service and support.
Your feedback truly motivates us to keep raising our standards and to continue delivering an outstanding experience for our community.
We look forward to welcoming you back to Hugo Casino soon and ensuring your future visits are equally exceptional.
Warm regards,
Hugo Casino Representative
This Good game
October 24, 2025
Unprompted review
Reply from Hugo Casino
Dear Kevin,
Thank you so much for your amazing review!
We’re thrilled to hear that you’ve enjoyed your experience with Hugo casino. Your kind words about site mean a lot to us — we’re proud to have such dedicated team members ensuring our players feel valued and supported.
Feedback like yours motivates us to keep striving for excellence and to continue delivering the best possible experience for our community.
We look forward to welcoming you back to Hugo and continuing to make your gaming experience extraordinary.
Warm regards,
Hugo Casino Representative.
be careful where you risk your money!!
It is very difficult for them to pay you any money, first they accept the withdrawal then after 2 days they cancel the withdrawal and write that unfortunately technical error did not go through, try again and again and the same thing they do every time, be careful where you risk your money do you want to make a deposit and never get them back so at Hugcasino they are really a fraudulent site. I personally I have started by reporting them to: Curaçao Gaming Control Board (GCB),AskGamblers, Trustpilot and other watchdog platforms,Initiate a recovery procedure with my bank/payment provider!!
Answer:
That's not true, you have cancelled my withdrawal several times in two weeks with the explanation of a technical error and today you were the one who said I have to choose a different payment method which I don't understand why I have to choose a different payment method than IBAN Account transfer, you have to get the withdrawal in the same way as you make the deposit. In short, you are finally trying not to carry out withdrawals at all which is very annoying and unfair, that you deposit money and you can't withdraw, hey two weeks I was only allowed to withdraw 500 euros once and I have over 5000 euros in my account. I have played on other casino sites and it has worked smoothly every time I want to withdraw my money it has never happened that they cancelled my withdrawal, this only happened with you and not just once it could be a technical error once but not two weeks every day the same thing.
October 10, 2025
Unprompted review
Reply from Hugo Casino
Dear Gjini,
Thank you for sharing your feedback.
We understand your frustration and appreciate the opportunity to address your concerns directly.
We would like to clarify that your most recent withdrawal of €500 has already been successfully processed and paid out today. We hope this demonstrates our continued commitment to fulfilling all legitimate withdrawal requests.
Regarding your new withdrawal attempts: we’ve noticed that you’ve selected a different payment method than the one previously used. As part of our compliance with international regulations and responsible gaming policies, additional verification documents are required when a new payment method is introduced. This is a standard security procedure to protect both our users and the platform.
As soon as we receive the requested documents, your pending withdrawals will be reviewed and processed without unnecessary delay.
We remain fully committed to transparency, player safety, and regulatory compliance. Should you have any questions or require assistance, please do not hesitate to contact our support team at support@hugocasino.com — we’re here to help.
Thank you for your understanding, and we hope to continue providing you with a fair and enjoyable gaming experience.
Best regards,
The Hugo Casino Team
Another rip-off casino
Yet another casino that just takes your money, you bet anything under $1 guaranteed you win nothing, and getting free spins you have more chance of winning the lottery.
Once you leave a bad review the casino has a whinge to trust pilot saying you cannot tell the truth.
These overseas casino's just rip people off and that is the 100% the truth.
September 19, 2025
Unprompted review
Reply from Hugo Casino
Dear David,
Thank you for taking the time to share your feedback.
We’re sorry to hear about your negative experience and understand your frustration.
Please know that all our games operate under strict regulations and use certified Random Number Generators (RNGs) to ensure fair and unbiased outcomes. While we understand that losses can be disappointing, the nature of casino gaming always for entertainment only.
We encourage honest and constructive feedback from our users. However, we also aim to ensure all reviews comply with platform guidelines to maintain a respectful and fact-based discussion for everyone.
If you feel something specific was unfair or didn’t work as expected, we’d like to investigate. Please reach out to our support team with more details — we take all concerns seriously and aim to improve where we can.
Thank you,
Hugo Casino Support Team
HANDS DOWN THE BEST ONLINE CASINO
DEFINITELY CHOOSE THIS CASINO OVER ALL OTHERS. 💯 🥇⭐️⭐️⭐️⭐️⭐️
I have been a regular player on Hugo (and used MANY other online casinos as well)
for the past 3/4 years.
HANDS DOWN, BY FAR - Hugo is another level of awesome in the way they treat their loyal customers - Their VIP service and providing a personal VIP manager for you to directly communicate with is absolutely leading in the industry and the reason I continue to use Hugo over any other casino online.
My VIP manager Ella has given me incredible prompt service, perks, bonuses, cashback at request and continues to absolutely exceed my expectations.
The more you play on Hugo, the more they truly give back to you for your loyalty.
They provide a level of customer service that is rare these days and stands out amongst their competitors - that is truly something to be valued as a consumer in my opinion.
September 16, 2025
Reply from Hugo Casino
Dear JOELENE,
Thank you so much for your amazing review! We’re thrilled to hear that you’ve enjoyed your experience with Hugo over the past few years. Your kind words about our VIP service and the support provided by Ella truly mean a lot to us — we’re proud to have such dedicated team members ensuring our players feel valued and supported.
It’s fantastic to know that our efforts to give back to loyal players, through perks, bonuses, and personalized service, are making a real difference. Feedback like yours motivates us to keep striving for excellence and to continue delivering the best possible experience for our community.
We look forward to welcoming you back to Hugo and continuing to make your gaming experience extraordinary.
Warm regards,
The Kawaii Partners.
Promotions add a nice extra touch…
Promotions add a nice extra touch without being overwhelming. It feels like a fair balance between fun offers and regular play.
May 30, 2025
Unprompted review
Reply from Hugo Casino
Dear Jürgen,
Thank you for sharing your feedback with us! We’re delighted to hear that you enjoy our promotions and find the balance between offers and regular play fair and fun — that’s exactly the experience we aim to create for our players.
At the same time, we noticed that you rated us 2 out of 5 stars. Since your review sounds positive, we’d really appreciate if you could let us know what might have influenced your overall rating. Any details you can share would help us improve your experience and make Hugo Casino even better.
In the meantime, don’t forget to check our Promotions tab, as well as our email newsletter and Telegram channel, where we regularly share exciting offers and surprises for our players.
We’d be grateful if you could reach out to us at support@hugocasino.com
with more details — your input means a lot to us.
We look forward to hearing from you!
Hugo Casino Representative.
I found the customer support team…
I found the customer support team helpful and polite. They answered my questions quickly and made everything easy to understand.
June 7, 2025
Unprompted review
Reply from Hugo Casino
Dear Heathwick,
Thank you for your feedback!
We’re glad to hear that our customer support team was helpful and polite, and that your questions were answered quickly and clearly.
Making the process easy to understand is very important to us, and it’s great to know that this has been your experience.
If you have any questions, please don’t hesitate to reach out via live chat or email.
Kind regards,
Hugo Casino Representative.
This casino is 100% SCAM!
This casino is 100% SCAM!! Be cateful! Do not Play! U cant win anything there! And even if u get something they do everything to make your withdrawal unable! U cant do veryfication So u cant withdraw! Veryfication is necessary, but they find any excuse to not let u withdraw! Seriously, this casino is scam and i Hope they lose license.
Trust me, find better casino.
U dont have to thank me! Good bye
"Financial Department has been in regular contact with you"
When and where? U dont even reply to one of my e-mails so please dont lie. Also if veryfication is necessary then why i can deposit but cant withdraw? If this is necessary then do it for for deposit too. Then this be fair, otherwise is not.
July 26, 2025
Unprompted review
Reply from Hugo Casino
Dear Marcin Szlęg,
Thank you for your feedback. We’re truly sorry to hear about your experience and that you feel this way.
Please allow us to clarify that in accordance with our Terms and Conditions and legal requirements, withdrawals are only possible once an account has been fully verified. This is a standard procedure in the industry and is in place to ensure the safety and security of all users.
According to our records, our Financial Department has been in regular contact with you, providing detailed information about the documents required for the verification process. We’re committed to assisting all players with their verification and withdrawal requests as efficiently as possible, and we regret if this process has caused any frustration.
Please note that our Financial Department has been in contact with you since your very first withdrawal request, providing detailed instructions via email regarding the verification process. If you have not received those emails, we kindly suggest checking your spam or junk folders, as messages can occasionally be filtered there by mistake.
As for your concern regarding deposits and withdrawals — while deposits can be made before verification, withdrawals are subject to mandatory identity verification in accordance with both our Terms and Conditions and international regulatory requirements. This is a standard practice across the industry and is aimed at ensuring the security of your account and preventing fraudulent activity.
We regret that this process has caused frustration, but we assure you that all procedures have been carried out correctly and transparently.
We’re always here to help.
Best regards,
Hugo Casino Team.
this casino is also a scam
this casino is also a scam , they want 45x wager to payout any wins, and then they want all sorts og personal document to finally do it, and what ever you send them they will say its not ok, so really they dont ever pay outm such a scam , dont play here
July 21, 2025
Unprompted review
Reply from Hugo Casino
Dear Mr. Net,
Thank you for sharing your concerns with us. We deeply regret any inconvenience you may have experienced and are here to assist you in resolving this matter as quickly as possible.
To help us investigate your account details, we kindly ask that you provide us with the following information:
- Your full name
- The email address registered on our platform
- Your login username
- With these details, we can thoroughly review your account and guide you through the necessary steps to ensure your concerns are addressed.
Please rest assured that your satisfaction is our priority, and we are committed to resolving this matter promptly.
Should you have any additional questions or require further assistance, please do not hesitate to reach out to us.
Kind regards,
Hugo Casino Team.
This used to be a 4* for me
This used to be a 4* for me. Not anymore. They have removed a lot of providers, you know, the ones which can pay a lot such as Push, Hacksaw, Nolimit, Relax. Then, recently they remove my payment option without any notice (interac). I ask live chat who are as clueless. You tell them your payment method has vanished, they say click to deposit and the payment options will be there. Well no S Sherlock. If it was there I wouldn't be contacting would I. I have been playing here for 4 years with the same payment method. Utter useless live support when they are actually around. Closed my account, I am done with them. I would no longer recommend
July 2, 2025
Unprompted review
Reply from Hugo Casino
Dear SLICER,
Thank you for taking the time to share your honest feedback — we genuinely regret to hear about your recent experience.
First and foremost, we’re sorry for the frustration caused by the removal of some game providers and your preferred payment method. These changes are sometimes driven by regulatory updates or adjustments made by third-party providers, and while we strive to maintain consistency, certain changes can unfortunately happen without advance notice.
We also acknowledge your comments regarding our support team. It’s clear we didn’t meet your expectations in this instance, and we will make everything possible to ensure, that our team provides more informed and helpful responses moving forward.
We truly appreciate your loyalty over the past four years, and it’s disappointing to hear that this has led you to close your account. If you ever reconsider, our team would be happy to assist you and address any outstanding concerns more thoroughly.
Thank you again for your feedback — it helps us improve.
Best Regards,
Hugo Casino Representative.
They make you waiting and waiting with…
They make you waiting and waiting with the withdrawal until you lose all money. Very bad casino
July 2, 2025
Unprompted review
Reply from Hugo Casino
Dear Goran,
Thank you for sharing your feedback.
We understand your concerns and appreciate the opportunity to clarify your case.
According to our records, your account was successfully verified on 2025-07-03 at 07:26 UTC. The next day, on 2025-07-04 at 19:43 UTC, you received your first withdrawal in the amount of €833, and a confirmation email was sent to inform you of the completed transaction.
Your next withdrawal has already been scheduled in line with the standard processing timeline, and you will also receive a notification as soon as it is completed.
If you have any questions or need further assistance, please don’t hesitate to contact our support team. We’re here to help and ensure your experience remains as smooth as possible.
Kind regards,
Hugo Casino Representative.
Scammers
Scammers. Unable to withdraw because even if you can deposit 10€ you need
A: to 3x the 10€ first
B: need a minimum of 100€ to withdraw.
So even if you win 90€ its impossible. How is that not a scam?
July 1, 2025
Unprompted review
Reply from Hugo Casino
Dear banana,
Thank you for sharing your concerns.
We understand how this can be confusing and appreciate the opportunity to clarify.
The casino has a rule (called a wagering requirement) that says you must bet or play through a certain amount of money before you can withdraw any winnings. In this case, the rule is x3, which means you need to bet three times the amount you deposited. So, for your €10 deposit, you need to make bets totaling €30 (which is €10 multiplied by 3) in the casino games. Please note, this does not mean you need to win or lose €30—just that the total value of your bets must reach €30. Once you’ve met this wagering requirement, any winnings can be withdrawn or used as you like.
Additionally, please be informed that the minimum withdrawal amount depends on the payment system you used to make your deposit:
• For bank transfers, the minimum withdrawal amount is €100 or the equivalent in another currency.
• For cryptocurrency methods, the minimum withdrawal amount is €50 or the equivalent in another currency.
• For other payment methods, the minimum withdrawal amount is €20 or the equivalent in another currency.
• Withdrawals can only be made using the same method that you used to fund your account, so please ensure your payment details meet the requirements of the respective payment system.
If you have any questions or need help understanding the wagering process or withdrawal policies, our support team is always available to assist you.
Kind regards,
Hugo Casino Representative
THEY SHOULD ANNOUNCE MAINTENANCE
overall fine site, cashed out from here in the past.
but i feel utterly scammed when i actually make a win on a slot, go to main menu and only able to open games from play'n'go, tried to access iron dog, avatarux games, i played these the hour before balance went to 0.
When typing to support they give you the regular "clear your cache" or "switch to another browser" like the fault is on my end!
Useless support, should announce maintenance hours before its actually happening.
you wont let us access pragmatic games, you remove big time gaming games, you will only allow me to access certain games when i have a balance worth risking, whats going to be the next thing Hugocasino?!
June 19, 2025
Unprompted review
Reply from Hugo Casino
Dear Christopher,
Thank you for your detailed review.
We understand your frustration, and we truly regret that your recent experience did not meet your expectations. Please allow us to clarify a few points to help address your concerns:
regarding Game Availability: Game providers such as Iron Dog, AvatarUX, Big Time Gaming, or even Pragmatic Play may temporarily become unavailable due to scheduled maintenance, regional restrictions, or temporary technical issues on the provider’s side. These limitations are not connected to the balance status on your account, and we do not restrict access to providers based on your gameplay results.
Regarding Support Guidance: We apologize if the initial troubleshooting steps provided by our support team felt generic. These are standard procedures designed to quickly resolve common issues. However, if the problem persists, the matter is always escalated for further technical investigation.
Regarding transparency: Your suggestion regarding advance announcements for maintenance is absolutely valid. While we aim to keep disruptions minimal and inform users when possible, third-party providers do not always notify us ahead of time either.
We genuinely appreciate your loyalty as a returning player and take your feedback seriously.
If you’re still experiencing technical difficulties, we kindly ask you to reach out again via live chat or email with your account details. We’ll ensure the issue is forwarded to the relevant department for thorough checking.
Thank you again for sharing your experience — it helps us improve.
Kind regards,
Hugo Casino Representative
Bad withdrawals
First i deposited via a payment method that apparently was not available for withdraw, so in order for me to withdraw i had to deposit again with another method since you can only withdraw with the same method you deposited with. The of course when i try to make a withdrawal i need to upload multiple different documents bla bla bla. Weird that they dont care about documents when you deposit. Now i have a pending withdraw via Neteller which is an instant banking method. So it really should take more than a couple of hours for me to recieve. But yeah i understand they are making everything they can for me to cancel my withdraw and gamble it away. When contacting support about the wothdraw they dont give any firm answers since they are just copy pasting their answers from a script. Fast withdraws are probably the most important thing for a casino so if they want to keep their customers (at least me) they really need to improve ALOT. If i recieve my withdrawal today i will for sure change my review to a more possitive one. I will update my review depending on how long i takes
June 13, 2025
Unprompted review
Reply from Hugo Casino
Dear Betsu,
Thank you for sharing your feedback, and we’re truly sorry to hear about the inconvenience you’ve experienced.
We fully understand how important fast withdrawals are and want to assure you that our team is here to help. Please keep in mind that while deposits are instant, withdrawals require a security check as part of our commitment to safe and responsible gaming. This includes KYC verification, which is a regulatory requirement for all licensed casinos to prevent fraud and ensure that funds are paid to the rightful owner.
Regarding your specific situation, we’d like to look into your case more closely and assist you directly. However, to do so, we kindly ask you to contact us via live chat or email and provide your account details or username so that our support and financial departments can review everything accordingly.
We are committed to resolving this in the most efficient way possible and appreciate your patience while the process is completed.
Kind regards,
Hugo Casino Representative.
Withdrawl issues
I've hade a few times chating with them about being able to withdrawl" last time i had to add money the same way i wish to withdrawl so i did via skrill" i did end up losing everything that time but now just won 110 euro and trying to take out with skrill" but cause it's over 100 euro i guess now i need to wait up to 3 days " and do a bunch of steps even when i have
alreadyverifed with passport and kyc before, they just want to drag it on for as long as they can, if it goes well i will change my review
June 3, 2025
Unprompted review
Reply from Hugo Casino
Dear Thomas,
Thank you for sharing your experience with Hugo Casino.
We understand your frustration and appreciate the opportunity to clarify our procedures. Please note that account verification is a mandatory requirement as outlined in our Terms and Conditions, especially when processing withdrawals above certain thresholds.
Even if you have previously submitted your KYC documents, the appropriate department may occasionally require additional checks to ensure full compliance with regulatory standards and to maintain the integrity of all transactions. This process may take up to 72 hours, depending on the completeness and clarity of the documentation provided.
We assure you that there is no intention to delay or inconvenience you—our priority is to process all valid withdrawal requests as quickly and securely as possible. If anything else is needed, our team will promptly reach out to guide you through the next steps.
We appreciate your patience and cooperation.
Best regards,
Hugo Casino Support Team
I played this site and first of all rtp…
I played this site and first of all rtp seems like less then 60%, my first 6 or so deposits went through their weird payrouted system with no issues but then i wanted to do a deposit and it sent me through the payrouted and it accepted, and the money has been withdrawn on my bank but i never received my deposit on the website, and now they say they cant "see" it and i have to contact my bank, needless to say i cant understand any positive reviews of this casino, i would recommend finding a different casino to throw ur money at because this definitely seems like a cash grab scam casino, save ur money!!
May 29, 2025
Unprompted review
Reply from Hugo Casino
Dear Nickas,
We understand your frustration and appreciate you sharing your experience. However, we kindly ask you to carefully review the most recent email sent to you today, 2025-06-02 at 08:14 UTC by our KYC Department.
In that message, it is clearly stated that the current status of your transaction is “Decline.” As of now, the deposit has not been reflected in our system. Therefore, we strongly recommend that you contact your bank’s support team for further clarification regarding the transaction and to verify whether the funds have been returned or are still pending.
Please note that in such cases, only your bank can provide full insight into the final status of the transaction and assist in the retrieval of the funds if necessary.
Should you need any additional assistance from our side after speaking with your bank, feel free to reach out to our support team at any time.
Kind regards,
Hugo Casino Representative
They are sending me spam every day.
They are sending me spam every day.
Unscubscribe buttons don't work, they are keep doing that from different mails.
May 26, 2025
Unprompted review
Reply from Hugo Casino
Dear Krystian,
We’re sorry to hear that our promotional emails have become an inconvenience for you.
Please note that if you wish to discontinue receiving offers from our casino, you can easily unsubscribe by following these simple steps:
1. Scroll to the bottom of any promotional email you’ve received from us.
2. Locate and click on the “Unsubscribe” link.
Once clicked, you’ll be redirected to a confirmation page to ensure the unsubscription was successful. This will stop any future promotional communications from our side.
If you need any assistance with this process or have further concerns, feel free to contact our support team directly.
Best regards,
The Hugo Casino Team
Casino site is a SCAM they steal your money
This is a fraud and scam site they steal your money and when you try to withdraw you cant becaus they made so many scam tricks that no matter what you do you end up looseing all your money instead of earning
Stay away from this SCAM Casino ! they should be close for Illegal actions
May 24, 2025
Unprompted review
Reply from Hugo Casino
Dear Thomas,
Thank you for your feedback.
We understand your concerns and would like to clarify that, as per our records, you have successfully submitted a withdrawal request. Please note that in accordance with our Terms & Conditions and Withdrawal Policy (Section 9).
The verification process is required before any withdrawal can be processed.
Once all necessary documents have been received and the verification is completed, your withdrawal will be initiated promptly. We remain committed to operating within legal frameworks and ensuring a secure environment for all our players.
Should you need further assistance, our support team is available to help.
Best regards,
Hugo Casino Representative
Just found this platform
Just found this platform. Already so impressed with the bonuses. Easy to navigate. Great games. Documents sent in for verification. Looking forward to playing for my fun time weekend.
Keep up the good work Hugo team
May 22, 2025
Unprompted review
Reply from Hugo Casino
Dear Sandra,
Thank you so much for your kind words and for choosing Hugo Casino! We're thrilled to hear that you're enjoying the bonuses, the user-friendly experience, and our selection of games.
We appreciate you sending in your documents for verification and look forward to having you join us for an exciting and fun weekend of play. If you ever need any assistance, our team is always here for you.
Wishing you the best of luck and lots of entertainment ahead!
Warm regards,
Hugo Casino Team
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