1. General Rules

1.1

This website is owned and operated by a company registered in the Republic of Cyprus, with its principal place of business in Nicosia, Cyprus. All gaming services are provided by the parent company, with its registered address in Curaçao. The website is operated under an eGaming license issued, authorized, and regulated by the Government of Curaçao.

1.2

These General Terms and Conditions constitute a legally binding agreement between an account holder (user/player) and the company (HugoCasino.com). All account holders registered at www.hugocasino.com must act in accordance with the General Terms and Conditions.

1.3

Before you start playing, you must register a player account at www.hugocasino.com.

1.4

An account at hugocasino.com is an account belonging to its owner for the proper execution of normal commercial transactions between the owner and HugoCasino, and for wagering money or participating in other gambling-related activities.

1.5

hugocasino.com (hereinafter the “Website”) is an internet portal accessible online at www.hugocasino.com. It contains all relevant information about HugoCasino’s operations and is used by the Company to provide services to its account holders.

1.6

Please note that each game at HugoCasino has its own rules and terms and conditions.

1.7

You can read the terms for each bonus and promotion in the “Promotions” section on the Website.

1.8

Users must use all services provided by the Company in accordance with the Terms and any applicable restrictions.

1.9

The Terms text is in English and that version has legal effect. Translations into other languages are provided for informational purposes only. In the event of any discrepancy or conflict between the English text and another language version, the English version shall prevail.

1.10

If you do not agree to accept and comply with all Terms, refrain from opening an account and/or using the Website. Continued use of the Website’s services constitutes your acceptance of HugoCasino’s Terms.

2. Creating an Account

2.1

Before you start playing or using our services, you must register a player account on our Website.

2.2

You can create an account at hugocasino.com in several ways:

• by clicking the Registration button and following the on-screen instructions;
• by other methods that HugoCasino may provide from time to time.

2.3

Your account will be administered by HugoCasino and/or its partner company(ies) and/or another company with which you have entered into an agreement.

2.4

You must provide accurate personal data during registration, including your first name, last name and date of birth as well as contact details, address, telephone number and email (hereinafter “Personal Data”), and keep these details up to date.

2.5

The Finance Department may delay the processing of a withdrawal request due to additional verification.

2.6

By creating the account, you warrant that:

• you understand and accept the existing risks of losing money when using the Website’s services;
• you are at least 18 years old. If you are under 18, leave the Website;
• you meet the legal gambling age in your jurisdiction;
• gambling is not prohibited in your jurisdiction;
• you have legal capacity to enter into contracts under the laws of your country;
• you are not excluded from gambling;
• your account has not been deleted due to collusion, fraud, criminal activity, breach of the Terms, or the Responsible Gambling section.

2.6.1

To prevent fraud and add an extra layer of security to your transactions, Hugo Casino performs identity verification and payment authentication:

• You must complete account verification after submitting a withdrawal request or upon request from the Risk Department. This is done by uploading the requested documents on the Hugo Casino website. Questions about the process should be sent to: kyc@hugocasino.com.
• All documents must be submitted within 30 calendar days from the date of the withdrawal request. If you fail to verify the account within the specified time, winnings will be confiscated and your account will be permanently closed due to failed verification.
• Account verification normally takes up to 3 business days from the moment we receive all requested documents that meet our requirements. This time may be extended if additional documents or checks are required. The KYC department is available Monday–Friday 09:00–18:00 (GMT+3).

2.7

In certain cases, HugoCasino’s Risk Department has the right to request phone/video call verification from the player. Until the player completes verification through a scheduled call with the department (with the possibility to reschedule up to 3 times due to circumstances outside the player’s control), the Website administration reserves the right to close the account.
The player does not have the right to refuse call verification. If the player refuses, this is considered failed verification. In such a case, all winnings will be confiscated and the account will remain closed with no possibility of reopening.

2.8

When creating an account, your personal details must be accurate and, where necessary, kept up to date (e.g., name, address, email). You may only have one account per person. You may not create accounts for another person, family member, household/address (postal or IP), email, or device. Any accounts other than your primary Hugo Casino account are considered duplicates. The casino reserves the right to block multiple accounts without prior notice.
If we delete a duplicate account:

• all bonuses, free spins and winnings obtained through that account will be canceled;
• the Company has the right to confiscate deposits made via the duplicate account. Any of your accounts (primary or duplicate) may be used to withhold deposits.

2.9

Gambling legislation differs between countries. The following countries prohibit online gambling; therefore, you cannot create an account with HugoCasino: Afghanistan, Algeria, Angola, Antigua and Barbuda, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bhutan, Bolivia, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Burundi, Cabo Verde, Cambodia, Cameroon, Central African Republic, Chad, Chile, China, Comoros, Republic of the Congo, Costa Rica, Cuba, Curaçao, Cyprus, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Micronesia, Fiji, France, Gabon, Gambia, Georgia, Ghana, United Kingdom, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, India, Indonesia, Iran, Iraq, Israel, Côte d’Ivoire, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Latvia, Laos, Lebanon, Lesotho, Liberia, Libya, Lithuania, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Mauritania, Mauritius, Moldova, Mongolia, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, Nicaragua, Niger, Nigeria, North Korea, Oman, Pakistan, Palau, Palestine, Panama, Papua New Guinea, Paraguay, Philippines, Puerto Rico, Qatar, Romania, Russian Federation, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, Saudi Arabia, São Tomé and Príncipe, Senegal, Seychelles, Sierra Leone, Singapore, Sint Maarten, Slovakia, Solomon Islands, Somalia, South Africa, South Korea, South Sudan, Sri Lanka, Sudan, Suriname, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Tuvalu, Uganda, Ukraine (including temporarily occupied territories), United Arab Emirates, USA, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe. Hugo Casino has the right to close accounts from residents of these countries and cancel deposits and wagers.

2.10

Certain game providers may restrict certain games from being played in specific countries.

2.11

NetEnt does not allow NetEnt casino games to be offered to any operator in the following jurisdictions (regardless of whether the games are offered there or not) without appropriate licenses: Belgium, Bulgaria, Colombia, Croatia, Czech Republic, Denmark, Estonia, France, Italy, Latvia, Lithuania, Mexico, Portugal, Romania, Sweden, Switzerland, United Kingdom, USA.

2.12

NetEnt games must not be offered in the following territories: Afghanistan, Albania, Algeria, Angola, Australia, Bahamas, Botswana, Belgium, Bulgaria, Colombia, Croatia, Czech Republic, Denmark, Estonia, Ecuador, Ethiopia, France, Ghana, Guyana, Hong Kong, Italy, Iran, Iraq, Israel, Kuwait, Latvia, Lithuania, Mexico, Namibia, Nicaragua, North Korea, Pakistan, Panama, Philippines, Portugal, Romania, Singapore, Sweden, Switzerland, Sudan, Syria, Taiwan, Trinidad and Tobago, Tunisia, Uganda, United Kingdom, USA, Yemen, Zimbabwe.

3. Management of a HugoCasino Account

3.1

HugoCasino may, at its sole discretion, at any time:

• refuse a user’s request to create an account;
• block an existing account without prior notice;
• refuse deposits without explanation;
• request additional documents at any time to verify the account holder’s identity. The Company has the right to suspend the account until the necessary documents are provided;
• suspend/block access to the Company’s services, confiscate funds from the player’s balance if the same payment details are used with another account;
• hold and manage users’ funds in accordance with generally accepted principles for such fund management;
• block an account, confiscate funds or reject claims if the account holder has directly or indirectly violated the Company’s policy on the Website or is caught/suspected of illegal activity at HugoCasino;
• suspend/block access to some or all games, promotions, draws or other services if there is reason to believe the account is/was/will be used for fraud or other illegal activity;
• suspend/block access to services, confiscate funds if there is reason to believe the user is cheating or attempting to harm (in any way) the customer base or software;
• suspend/block access if there is reason to believe the user uses AI to play or attempts to cooperate with other players. By registering, the user agrees to fair play; otherwise the user gains an unfair advantage;
• temporarily suspend/block the account holder’s participation in the Services and forfeit/confiscate funds if the holder is caught cheating or using systems (machines/robots/software) intended to defeat the client application/software.

3.2

HugoCasino guarantees:

• secure and proper handling of user funds;
• collection, storage and processing of personal data in accordance with data protection regulations;
• holding of user funds in a separate bank account.

3.3

HugoCasino is not a financial institution and does not pay interest on registered user accounts.

3.4

You may not create multiple accounts: only one account per person. In the event of a breach, HugoCasino may block and/or delete duplicate accounts, confiscate or transfer all funds to the primary account. Bonuses on duplicate accounts are confiscated.

3.5

It is prohibited to disclose account details to third parties, sell/transfer access, or purchase access to another account.

3.6

It is prohibited to transfer funds between accounts.

4. Responsible Gambling. Account Settings

4.1

Account settings allow the account holder to:

• block access to the Website for a certain period of time.

4.2

For players who want to control their gambling, we offer temporary account suspension (“Take a break”). You can pause the account for at least 24 hours. When the setting is activated, an automatic confirmation email is sent from support@hugocasino.com, and the account cannot be reactivated until the period has expired. When the period ends, you will receive a notification and the account will be reactivated automatically.

4.3

“Take a break” provides view-only access to the account; all functions are disabled.

4.4

“Take a break” can be activated at any time. Any active withdrawal requests are automatically canceled and funds are returned to the balance. Withdrawals can be requested again once the period ends.

4.5

If HugoCasino believes that gambling may harm a person’s life socially, emotionally, or financially, the Company may, at its sole discretion, block access to the account.

4.6

Gambling can be addictive. Remember:

• Play for entertainment, not to make money;
• Do not chase losses;
• Play only with money you can afford to lose;
• Keep track of time and expenses.

4.7

For information about responsible gambling, contact support at support@hugocasino.com or visit www.responsiblegambling.org.

5. Active and Inactive Accounts

5.1

An account is considered inactive if it has not been used for more than 12 consecutive months.

5.2

HugoCasino may suspend or delete accounts if:

• no account engagement has been recorded for 12 months (inactive account). If the account becomes inactive and contact attempts are not answered, the Company may delete the account;
• the administration has attempted to contact the account holder without response / necessary payment instructions have not been followed.

5.3

If your account has been blocked/deleted and you have a positive balance, you must contact support and, if necessary, provide details for a possible payout of remaining funds.

5.4

The Company may charge an inactivity fee of 5 EUR per month (or equivalent).

5.5

All balances on inactive accounts derived from cashback are canceled immediately.

6. Chargeback

6.1

In accordance with laws, regulations, policies and these Terms, HugoCasino reserves the right to block an account for the time required to handle a chargeback request.

6.2

Upon receipt of a chargeback, a notification is sent to the account’s registered email to confirm identity and clarify the chosen payment method. If the account holder does not confirm identity and payment method, two additional emails will be sent. An administrative fee of 50 EUR will be charged from the refunded amount for each email sent.

6.3

If the account is blocked during the chargeback process and the user:

• has not logged in for 6 consecutive months;
• has not confirmed identity, payment method, and refund details;
  HugoCasino has the right to appropriate the remaining funds from the inactive account.

7. Closing a HugoCasino Account

7.1

The player may close their account for an indefinite period by sending a request from the registered email address to support@hugocasino.com. Requests sent from other addresses do not guarantee action.

7.2

If you wish to close the account due to gambling problems, or if the account has been blocked due to fraudulent activity, you agree never to create a new account on the Website. The Company is not responsible for losses after any re-registration. We reserve the right to close accounts that violate this.

7.3

You may only close the account if you have no balance and/or no withdrawals are being processed.

7.4

If the player closes their account due to “gambling problems”/“loss of control”/“gambling addiction”, gambling on the casino’s partner websites (as stated in the license) is prohibited.

7.5

The player undertakes not to open a new account. The casino is not responsible if you open a new account or for losses thereafter. We may close any account created in violation of these rules at any time.

8. Deposit Rules

8.1

Financial transactions via a Hugo Casino account may be carried out at any time using third-party payment intermediaries and/or financial institutions (“Electronic Service Providers”, ESP).

• The method, terms, availability and processing time depend on handling time, the user’s country and the selected financial institution.

8.2

HugoCasino may reject a transaction if the account holder has not provided sufficient proof of identity, age, location, and ability to pay.

8.3

HugoCasino transfers all funds received from the account holder to their HugoCasino account. User funds are held in a bank account separate from the Company’s.

8.4

The account holder may:

• deposit funds via credit card, bank account, payment systems opened with financial institutions or their licensees and registered in their own name;
• not give third parties access to the account for deposits/withdrawals; the account is for personal use only;
• not transfer funds to other players or receive funds from others;
• not use third-party payments for deposits;
• be solely responsible for compliance with the above.

8.5

HugoCasino may reject a play if the account holder’s name on the payment source differs from the account details and proof is lacking that the account belongs to the holder.

8.6

HugoCasino does not change the account balance unless it is necessary to:

• debit the account for placed/upcoming bets;
• initiate a chargeback at the account holder’s request;
• pay basic banking fees for deposits/withdrawals.

8.7

The balance may become negative if you initiate a chargeback that is approved by the financial institution.

8.8

If the account holder requests withdrawal of funds deposited or received as real money but never used for gambling, HugoCasino may reject the request to prevent money laundering.

8.9

HugoCasino may set minimum and maximum deposit amounts depending on the selected payment method.

8.10

Some countries prohibit gambling and classify it as illegal. If you reside there, you must immediately stop using the Website. The user is responsible for their actions in accordance with applicable law.

8.11

HugoCasino prohibits money laundering via the Website. The Company may block suspicious transactions and report them to the relevant authorities.

8.12

HugoCasino undertakes to monitor transactions to prevent money laundering.

8.13

The user is responsible for taxes, controls, and payment of all taxes related to winnings, prizes, the account, and activities on the Website.

8.14

The user confirms that they are the legitimate owner of the deposited funds and that the funds do not originate from illegal activity. Only legally acquired funds may be used.

8.15–8.21 (G2A Pay)

When using G2A Pay, G2A.COM Limited acts as the Merchant of Record and is primarily responsible for payment and payment-related support. G2A Pay’s terms, privacy policy, and refund policy apply; certain purchases may require acceptance of the supplier’s EULA. You bear any fees, taxes, and other costs arising from your relationship with payment providers or local authorities.

• Customer service inquiries: support@hugocasino.com
• Questions about payments via G2A Pay: paymentissue@g2a.com
  We cooperate as necessary to resolve disputes related to your purchase.

9. Withdrawal Policy

9.1

Withdrawals from the gaming account can be made via the methods available on the casino’s website at the time of deposit. The casino may transfer funds via a method other than the one specified by the player.

Verification requirements (examples):

• Color copy of passport or driver’s license (valid).
• Color copy of the used card (both sides) – mask the middle 8 digits and the CVV.
• Screenshot from bank account showing IBAN/account number, BIC/SWIFT, recipient address (full).
• Screenshot from e-wallet (wallet number and profile page).
• If required: selfie with ID.
• Copy of a recent utility bill (max 3 months old) showing name and address.
• Additional information may be requested for deposits.
• Withdrawals are processed by the Finance Department after successful identity and account verification, Mon–Fri 09:00–18:00 (GMT+3).
• HugoCasino is not responsible for delays due to technical reasons outside our control.
• The casino determines its own payment/withdrawal terms and minimum/maximum amounts depending on method, account status, etc.
• Maximum of 3 simultaneous withdrawal requests. Withdrawal limits per transaction/day/month are shown in the tables below.

Maximum withdrawal limits (currency – level – per transaction / per day / per month):

• EUR level 1–5: 500/500/15,000; level 6–9: 833/833/25,000; level 10–15: 1,000/1,000/30,000.
• CAD level 1–5: 750/750/22,500; level 6–9: 1,250/1,250/37,500; level 10–15: 1,500/1,500/45,000.
• AUD level 1–5: 750/750/22,500; level 6–9: 1,250/1,250/37,500; level 10–15: 1,500/1,500/45,000.
• NZD level 1–5: 1,000/1,000/30,000; level 6–9: 1,667/1,667/50,000; level 10–15: 2,000/2,000/60,000.
• PLN level 1–5: 2,250/2,250/67,500; level 6–9: 3,750/3,750/112,500; level 10–15: 4,500/4,500/135,000.
• CHF level 1–5: 500/500/15,000; level 6–9: 833/833/25,000; level 10–15: 1,000/1,000/30,000.
• NOK level 1–5: 6,250/6,250/187,500; level 6–9: 10,417/10,417/312,500; level 10–15: 12,500/12,500/375,000.
• DKK level 1–5: 3,750/3,750/112,500; level 6–9: 6,250/6,250/187,500; level 10–15: 7,500/7,500/225,000.
• HUF level 1–5: 200,000/200,000/6,000,000; level 6–9: 333,333/333,333/10,000,000; level 10–15: 400,000/400,000/12,000,000.

9.2.1

Documents required for account verification must be uploaded on the website or sent to kyc@hugocasino.com.

9.3

HugoCasino may use a payment service provider for deposits, fund management and/or to facilitate withdrawals.

• Withdrawals may only be requested to the player’s own accounts with financial institutions or their licensees.
• Minimum withdrawal amount per method:

Currency	Bank Transfer	Crypto	Other Methods
EUR	100	50	20
CAD	150	80	30
AUD	150	90	30
NZD	200	100	40
PLN	500	250	100
CHF	100	50	20
NOK	1,200	600	250
DKK	750	380	150
HUF	40,000	20,000	8,000

• Withdrawals are primarily made via the same method used for deposit. If unavailable, the Casino may choose the method.
• The casino determines its own payment/withdrawal terms and minimum/maximum amounts.
• If the wagered amount from the real balance at the time of withdrawal is less than 3× the deposit, a fee of up to 15% of the withdrawal amount may be charged (from the real balance).
• The Finance Department may refuse a withdrawal subject to a 15% fee and request that the necessary wagering be completed.
• The account holder is responsible for providing correct payment details for withdrawal/refund.

9.4

Withdrawals are carried out by transfer to the account holder’s bank account if requested. HugoCasino may limit the maximum amount per transaction/24 hours/month.

9.5

To withdraw funds:

• Go to “Withdraw funds” in your account.
• Select the withdrawal method.
• If required, provide personal details for identity and ownership verification.
• Confirm. You will receive a confirmation.
• Withdrawals are made via the same method as the deposit; restrictions may apply. Additional verification may be required (e.g., selfie with ID/card).

9.6

HugoCasino reserves the right to charge a processing fee for withdrawals.

10. Refund Policy

10.1

A refund request is considered only if it is made within 24 hours of the alleged transaction, or within 30 calendar days if the player claims that someone else used the player’s account.

10.2

No refund can be initiated once the alleged deposit (including all forms of bonuses) has been played through the Company’s services.

10.3

If you deposited by credit card, we reserve the right to pay withdrawals up to the total deposited amount as refunds of your purchases. Any excess will be paid via an alternative method.

10.4

Before a refund is processed, all bonuses and winnings are deducted when calculating the amount.

10.5

If credit card payments are deemed to pose an unacceptable risk (security/legal), transactions will be refunded to the card and the relevant parties/authorities will be notified.

10.6

If the customer initiates a “deposit refund,” the funds will be returned within 7 business days after the request via kyc@hugocasino.com (Mon–Fri 09:00–18:00 GMT+3) and confirmation by the Finance Department.

10.7

We may withhold a refund or reverse a transaction until the account holder’s identity has been satisfactorily established. You agree to provide ID and proof of address and, if necessary, proof of ownership of the payment method. If documents are not provided within 10 days, no refund will be made.

11. Anti-Money Laundering Policy (AML)

Upon account opening, the player agrees to follow anti-money laundering rules and not to use funds derived from crime. The services may not be used directly/indirectly in connection with money laundering. If suspected, the account may be suspended during investigation.

Registration
The player must provide accurate information and update it upon changes. HugoCasino may verify creditworthiness with third parties. Minors (under 18 or local legal age) may not register—deposited/won funds are forfeited to the regulator. Only one account per person.

Anonymous Accounts
Anonymous/fictitious accounts are not opened.

Transaction Review
Transactions are monitored; complex/large or suspicious transactions are reviewed specifically.

Payouts
For the first withdrawal, ID verification is required; withdrawals are not processed before ID is received. We may stop withdrawals pending verification of identity, age, and location. Payouts/refunds are made via the same channel as the deposit; otherwise proof of ownership is required. The first payout may be required via bank transfer for KYC. Withdrawals are checked according to procedures; if no actual gambling was intended, payouts may be withheld for up to three months or until full proof is provided.
Betting is accepted only if the account is in the player’s name and sufficient funds are available.

AML Procedures
Only known individuals are accepted; cash is not accepted; we may limit wagering; activity is monitored; withdrawals are checked manually and, where possible, paid back to the same source; players who have not wagered (or only for free spins) cannot withdraw; at least 3× the deposit must be wagered before withdrawal.

Cash
Only credit/debit cards, bank transfer, or e-wallets are accepted.

Reporting
Suspicious transactions may be reported to authorities.

12. Disclaimer

12.1

The user is fully responsible for all activities on their account, including gambling. The Website and games are provided “as is” without warranties, express or implied.

12.2

The Company, its directors, employees, partners and service providers:

• do not guarantee that the software/Website will meet a particular purpose;
• do not guarantee error-free operation;
• do not guarantee uninterrupted access;
• are not liable for losses/costs/damages (direct, indirect, special, consequential or otherwise) arising in connection with your use of the Website or participation in games.

12.3

You agree to indemnify the company, its directors, employees, partners and service providers against costs, losses, damages, claims and liabilities that may arise due to your use of the Website or participation in games.

13. Collusion, Cheating, Fraud and Criminal Activity

13.1

Users may not:

• abuse bonuses/promotions;
• initiate a chargeback/reversal after the deposit has been used;
• use improper external factors/influence (cheating);
• seek unfair advantages;
• open/use duplicate accounts;
• engage in fraud/criminal activity (see 13.4). These “Prohibited Methods” will be prevented and identified.

13.2

You agree not to participate in or be associated with Prohibited Methods and to report attempts at collusion, unfair advantage, or criminal activity.

13.3

If:

• we have strong reasons to believe you participated in/are linked to Prohibited Methods;
• you have been suspected of such activity with another operator;
• you have carried out a chargeback or denied purchases/deposits;
• you are declared bankrupt or similar;
  HugoCasino has the right to withhold all/part of the balance and recover deposits, payments, bonuses or winnings affected.

13.4

“Fraudulent method” refers to fraudulent activity committed by you or another person using your name/account or in collusion with you.

13.4.1

Examples:

• chargeback/rakeback-related fraud;
• use of a stolen/cloned/unauthorized card;
• collusion to gain an unfair advantage (including via the bonus system);
• false/misleading information during registration;
• illegal acts in any jurisdiction.

13.4.2

Unfair advantage includes, among other things:

• exploiting faults, loopholes or bugs in our or third-party software;
• using bots/third-party programs/analysis tools to predict/influence outcomes;
• exploiting errors on the Website or within the Terms.

13.4.3

Bonus abuse includes, among other things:

• breach of bonus/free spins/promotion terms;
• creating multiple accounts for multiple bonuses;
• delaying game rounds (including free spins/bonus features) until no wagering requirements remain;
• leaving bets on table games and returning after wagering completion;
• building in-game value with bonus funds and cashing it out during real-money play.

HugoCasino may further investigate bonus abuse and deduct winnings derived from abuse. If suspected, we may cancel the bonus and winnings, block offers/products/future promotions, and immediately close the account.

14. Account Closure

Closing by You

14.1

If you have no debt to us or third parties, you may close your account with at least 24 hours’ notice by contacting support@hugocasino.com.

14.1.1

In your request you may specify:

• the purpose (account closure);
• your login name;
• the reason (especially if it relates to your use of the Services).
  We will confirm the closure and the effective date. You are responsible for all activity until closure is completed.

14.2

HugoCasino may withhold funds during and after closure if:

• there is a debt to us/third parties;
• you are suspected of collusion, cheating, fraud, money laundering, or other criminal activity.

14.3

We may reopen the account at your request. Reopening is done with the previous identity and payment details; previous rights (including bonuses/conditional winnings) do not apply.

If you request a refund to kyc@hugocasino.com, the administration may require all necessary documents for identity/account/payment verification. Funds are refunded only after verification under clause 7.6.

Closing by Us

14.4

HugoCasino may at any time close your account and terminate the Terms by written notice to your contact details. Following your request, we will refund the remaining balance as soon as reasonably possible.

14.5

Any outstanding balance is refunded after closure if no debt exists.

14.6

If closure occurs due to collusion, cheating, fraud, money laundering, other crimes, or material breaches that harmed us/third parties, your balance will be forfeited.

Suspension by Us

14.7

In the event of suspension:

• all activities (deposits/withdrawals/gambling) are stopped; access is restored when the account is activated;
• bonuses/conditional winnings are not credited;
• we investigate the cause and reactivate or close the account as necessary.

14.8

We may invalidate winnings, forfeit balance (winnings and deposits), cancel bets, terminate the agreement and suspend services/deactivate the account if:

• we reasonably suspect forged documents during verification;
• bonus abuse (individual or group) is suspected;
• fraudulent/collusive/fixing/illegal activity occurs;
• software-assisted methods/equipment are used.

14.9

In case of rule breaches or suspected fraud/illegal activity, the Operator may close the account and notify the player. In alternative dispute resolution, the administration provides necessary information to the third party.

• If the account is closed by us or at your request, the full balance will be paid out unless illegal/prohibited activities (e.g., arbitrage) are suspected.

15. Access to and Use of the Services

15.1

You are responsible for the quality and speed of your internet connection, telecom networks, devices, and equipment. We are not liable for losses due to technical problems related to these. HugoCasino does not guarantee compatibility with specific third-party software/hardware (including external programs used to predict/influence outcomes).

15.2

The Services must not be used in a derogatory, offensive, obscene, illegal, racist/sexist or discriminatory manner. Threats, harassment, profanity, or abuse of others (users or staff) is prohibited.

15.3

You agree to use the Website for personal enjoyment only. Reproducing or providing access to the Website (in whole or in part) without our express consent is prohibited, including unauthorized linking.

15.4

You are responsible for content you upload. By uploading, you warrant that:

• all necessary consents/licenses exist;
• the content does not infringe third-party intellectual property rights;
• the content does not violate clauses 12.2–12.3;
• the content complies with laws (especially data protection and privacy);
• the Operator may use the content at its discretion.

15.5

Uploading is at your own risk. You are responsible for any consequences (including data loss/damage).

15.6

If we have good reason to believe your upload or use of the Website violates clauses 12.2, 12.3, 12.4 or 12.5, HugoCasino may immediately remove content without notice or explanation.

16. Changes to the Website

16.1

The Company reserves the right to amend or update any Terms or services available via the Website. You acknowledge and accept that any updates or additions published on the Website take effect immediately. Each user is responsible for staying informed about the applicable Terms.

16.2

Continued use of the Website’s services after changes are made means you accept the updated Terms. If you do not accept the changes, you must stop using the Website.

17. Third-Party Software

17.1

To use the Website, you may need to download and install software on your device. The software may include (but is not limited to): device applications, our downloadable casino products, and promotional, marketing or feature programs.

17.2

In such cases, you may need to enter into a separate agreement with the owner or licensor of the software (“Third-Party Software Agreement”). If such an agreement conflicts with the User Terms, the User Terms will prevail.

17.3

You are responsible for downloading software in a manner compatible with your device’s system. We are not liable for damage to your device caused by downloading third-party software.

17.4

All applications downloaded or installed on your device involve both an agreement between you and the application provider and an agreement between you and HugoCasino.

18. IT Errors

If issues occur with the software or hardware we use to provide our services, we will take all reasonable measures to rectify the error as quickly as possible. If a technical error causes an interruption in gameplay (e.g., you lose progress and the game cannot be resumed from the same point), we will handle each case individually and fairly, which may include restoring the balance or the last bet. However, if we suspect you intentionally exploit a technical error or loophole in our or a third party’s software to gain an advantage, HugoCasino accepts no liability and reserves the right not to compensate or refund players.

19. Errors and Omissions

19.1

When using the services, situations may arise where we have accepted a bet or made a payout by mistake. Examples include (but are not limited to):

• if we display incorrect odds or bet terms due to an obvious error or technical problem;
• if the winnings received are incorrect (including cases resulting from a mistake in the user guide or a technical error).

19.2

HugoCasino reserves the right to:

• correct any errors related to placed bets or attributable to the Operator;
• at its discretion, refrain from compensating losses that arise due to such errors.

19.3

You are also responsible for checking whether you have received incorrect funds. If you have received money in error, you must notify us and repay the amount. We reserve the right to request information about received funds if we suspect an erroneous transfer. We undertake to detect and inform you of errors as soon as possible.

19.4

We (including our employees and agents), our partners and suppliers are not liable for any losses (including lost winnings) arising as a result of our or your mistakes.

19.5

If you discover an error related to our services, you must inform us immediately.

19.6

HugoCasino reserves the right to cancel bets or withhold winnings if they were obtained with funds transferred to you by mistake. If you received money incorrectly, it must be returned to us immediately or upon request.

20. Limitation of Liability

20.1

You understand and accept all risks that may arise by using our services and participating in gambling. We are not liable for your attempts to use the services in ways not intended by us.

20.2

HugoCasino provides the services professionally and with care for users, but we cannot provide additional guarantees for products or services. In particular, we cannot guarantee that the Website is always available or free from bugs, viruses or other errors.

20.3

We (our group companies, subsidiaries, officers, directors, agents and employees) are not liable to users for:

• data loss;
• loss of benefit;
• loss of income;
• loss of business opportunity;
• loss or damage to reputation;
• interruption of business;
• any indirect, special or consequential damage, even if we have been informed of the risk.

21. Breach of the User Terms

21.1

You agree to fully indemnify and hold HugoCasino and our officers, directors, employees, agents, contractors and suppliers harmless from all losses, costs, claims, damages and expenses (including legal fees) that may arise as a result of:

• your or a third party’s use of the Services via your username and password;
• your breach of the User Terms.

21.2

If you breach the Terms, HugoCasino may, before the account is closed or terminated, send you a notification informing you which term you have breached and requiring you to remedy the breach. We may also inform you of the actions we will take if you do not comply.

21.3

In the event of breach of the Terms, HugoCasino reserves the right to take funds from your account corresponding to the amount that may reasonably be claimed against you under clause 18.1.

22. Intellectual Property Rights

22.1

All materials on the Website (design, text, graphics, music, audio, photos, video, software, etc.) are protected by copyright and other proprietary rights, which are owned by us or used under license. Materials may only be downloaded to a device and printed for private, non-commercial use.

22.2

It is prohibited to use the Services to obtain intellectual property rights belonging to HugoCasino or third parties. The Website may only be used for private and non-commercial purposes.

22.3

Users may not use or reproduce trademarks or logos on the Website without specific permission under the Terms.

22.4

You may not allow others to copy, store, publish, rent, license, sell, distribute, modify or manipulate the Website or any part thereof.

22.5

You may not display or use materials (such as logos, trademarks, design elements) from the Website without our written consent.

22.6

All correspondence between HugoCasino and you is strictly confidential and may not be shared with third parties.

23. Viruses, Hacking and Other Violations

23.1

It is prohibited for users to:

• damage the Website;
• attempt to gain unauthorized access to the Website, its servers, or related databases;
• use incorrect information during registration;
• open multiple or duplicate accounts;
• knowingly or unknowingly use functions that may affect the Website’s operation (e.g., spreading viruses, worms, trojans, logic bombs);
• disrupt the operation of the Website in any way, remove or alter content;
• carry out overload attacks (DoS/DDoS).

We report suspected violations to the relevant authority as well as Interpol and cooperate by disclosing your identity. In the event of a violation, your right to use the Website ceases immediately. HugoCasino is not liable for damage caused by viruses or technically harmful material that may infect your device when using the Website.

24. Users’ Personal Data

24.1

All information about you and your account is stored securely and kept confidential (unless otherwise stated in the Terms).

24.2

We comply with data protection laws when processing personal data. We take our privacy obligations very seriously.

24.3

To provide you with access to the Services, we need to collect certain information, e.g., name, date of birth, contact details, and any marketing preferences.

24.4

By providing personal data, you consent to us processing it for:

• the purposes stated in the Terms (including the Privacy Policy);
• marketing (we may contact you about products, services and promotions until you choose to unsubscribe);
• other necessary purposes (including sharing with service providers, or to comply with legal requirements).

24.5

HugoCasino reserves the right to keep copies of all communications you send to us (including email) in order to maintain accurate records. Please read our Privacy Policy.

25. Use of Cookies

The Website uses cookies to track internet usage and improve functionality. A cookie is a small text file downloaded to your device. Cookies are used to recognize you when you return and to keep you logged in during navigation. Cookies are also used for analytics, e.g., to identify technical problems.

• Necessary cookies: enable access.
• Functional cookies: analyze usage, language, region.
• Advertising cookies: measure marketing effectiveness, track visits via partners. We do not share personal information with partners.

Third-party providers may also place cookies to measure activity. Most browsers accept cookies automatically, but you can block them via settings (however, this may limit use of the Website).

26. Complaints and Notifications

26.1

If you need to submit a complaint about our services, contact Customer Support as soon as possible and describe the issue.

26.2

If a dispute cannot be resolved by Customer Support, you can contact us at support@hugocasino.com. We aim to resolve the matter as quickly as possible.

26.3

You accept that all game results are determined by our random number generator. If the result on your screen differs from the game server, the server’s result applies. Our records are final.

26.4

If we need to contact you, we may use your provided contact details. Notifications are deemed received immediately upon email or phone call, or three days after postal stamping.

26.5

If you are not satisfied, you may contact our licensing authority directly: Curaçao Gaming Control Board (GCB) at egl-applications@gcb.cw.

27. Assignment of Rights and Obligations

27.1

HugoCasino may assign or license the User Terms, in whole or in part, to third parties without notifying you, provided that the terms do not become less favorable to customers.

27.2

Users may not assign or transfer their rights or obligations under the Terms.

28. Events Outside Our Control

28.1

HugoCasino is not liable for delays or failure to perform caused by events outside our control (“Force Majeure”), such as network outages, power failures, equipment malfunction, fire, flooding, extreme weather, labor disputes, terrorism, or governmental decisions.

28.2

In the event of Force Majeure, operations may be suspended until the event ceases. We will make reasonable efforts to resolve the situation and continue fulfilling our obligations.

29. Waiver

29.1

Our failure to require strict performance of a user obligation does not mean we waive our rights.

29.2

A waiver of any provision is not valid unless expressly stated in writing.

29.3

No concession from us is valid unless expressly stated and communicated in writing.

30. Invalidity

30.1

If a competent authority finds any part of the Terms invalid or unenforceable, this does not affect the remaining parts.

30.2

Invalid parts shall be adjusted in accordance with applicable law.

31. Entire Agreement

31.1

The Terms and referenced documents constitute the entire agreement between you and us and supersede prior agreements.

31.2

The parties rely only on what is expressly stated in the Terms and not on promises or implications from negotiations.

32. Third-Party Rights

32.1

Unless otherwise expressly stated, third parties have no right to enforce the provisions of the Terms. HugoCasino may amend the Terms without third-party consent.

33. Law and Jurisdiction

33.1

The Terms are governed by and construed in accordance with the laws of Cyprus.

33.2

This website is owned and operated by a company registered in Cyprus with its head office in Nicosia. All gaming services are provided by the parent company with its registered address in Curaçao. The website is operated under an eGaming license issued and regulated by the Government of Curaçao.

34. Links

If we provide links to other websites, this is for informational purposes only. We are not responsible for their content. You may not publish links on the Website without our written permission.

35. AML Policy

35.1

This website is owned and operated by a company registered in Cyprus with its head office in Nicosia. Gaming services are provided by the parent company with an address in Curaçao. The website is operated under an eGaming license issued by the Government of Curaçao.

35.2

The purpose of the AML policy is to provide the highest level of security through a three-step verification of customers to ensure that registration data is accurate and that payment methods are not stolen. Security measures are taken depending on the customer’s nationality and payment method. HugoCasino follows EU and other jurisdictions’ AML standards and requires all employees to apply these standards.

35.3

The program follows EU directives (2015/849, 2015/847), sanctions, and national laws in, among others, Belgium and Tunisia.

35.4

Money laundering is defined as converting, concealing, or using funds derived from criminal activity, as well as participating in or assisting such activity. This also applies if the crime was committed in another country.
HugoCasino has appointed management (Ramtinar Techconsult Limited) to be responsible for AML. All policy changes must be approved by management.

36. Customer Identification and Verification (KYC)

36.1

Formal identification of customers when establishing a business relationship is a fundamental part of both AML rules and the KYC policy. Identification is based on the following principles:

• A copy of your passport, national ID card or driver’s license must be submitted, together with a handwritten note showing six randomly generated digits. In addition, a second photo is required where the customer’s face is visible. To protect privacy, the customer may mask all information except date of birth, nationality, gender, first name, last name, and photograph.
• Please note that all four corners of the ID document must be visible in the same image and that all details, apart from what may be masked as stated above, must be clearly readable. If necessary, we may request that all details be shown.
• Employees may carry out additional checks depending on the circumstances.
• Address verification: address confirmation is performed via various electronic checks using two separate databases. If an electronic check fails, the customer may instead submit manual address verification.
• Acceptable proof of address includes, for example, a recent bill sent to your registered address and issued within the last three (3) months, an official government document confirming your registered address, or an ID card if your valid address is stated on the back.
• To speed up approval, ensure the document is high resolution, all four corners are visible, and all text is fully legible.
• Examples: electricity bill, water bill, bank statement, or other official mail addressed to you.
• Employees may carry out additional checks depending on the situation.

36.2 Source of Funds / Source of Wealth (SoF/SoW)

If a player repeatedly deposits large amounts into the account and we deem it necessary, a process is initiated to understand the origin of the player’s wealth (SoW).

Examples of SoW:

• Business ownership
• Employment
• Inheritance
• Investments
• Family funds

The origin and legitimacy of the wealth must be clearly established. If this is not possible, an employee may request additional documentation or evidence.

The account will be frozen if the same user deposits such amounts either in a single instance or through multiple transactions that together reach the equivalent level. A manual email will be sent to the customer with instructions as above and with reference to information on the website.

Hugo Casino may also request bank transfer/credit card verification to further ensure the customer’s identity. This also provides supplementary information about the customer’s financial situation.

36.3 Reporting Suspicious Transactions on www.hugocasino.com

Our internal procedures describe precisely, for our staff, when a report must be made and how it should be handled.

Reports of atypical transactions are analyzed by the AML team according to the methodology detailed in the internal procedures.

Depending on the analysis outcome and the information collected, the AML team will:

• decide whether a report should be sent to the FIU in accordance with the obligations under the law of 18 September 2017;
• decide whether the business relationship with the customer should be terminated or not.

36.4 Procedures

The AML rules, including minimum KYC requirements, are implemented in operational guidelines and procedures available on www.hugocasino.com’s internal web (intranet).

36.5 Data Security

All data provided by users/customers is stored securely and is neither sold nor disclosed to anyone else. Only if we are legally obliged, or to prevent money laundering, may information be shared with the relevant state AML authority.
Hugo Casino follows all guidelines and rules in the Data Protection Directive (formally Directive 95/46/EC).

36.6 Contact Us

If you have questions about our AML and KYC policy, contact us by email: kyc@hugocasino.com.
If you wish to submit complaints regarding our AML and KYC policy or the checks performed on your account or person, contact us by email: kyc@hugocasino.com.

37. KYC – Customer Identification and Verification

37.1

When establishing a customer relationship, ID verification is required: a valid passport, ID card or driver’s license together with a photo and random numbers. In addition, proof of address is required.