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Casino profile

Hugo Casino

Player complaints and reviews about Hugo Casino, plus its operator (Kawaii Partners), licences and welcome offers.

hugocasino.com
hugocasino.com
Capture of the Hugo Casino website

Profile

Website
hugocasino.com
Established
2023
Operator
Kawaii Partnersaffiliate programme
Company
GBL Solutions N.V.
Licences
Languages
  • English
  • French
  • German
  • Polish
  • Greek
  • Hungarian
  • Finnish
  • Norwegian
  • Italian
  • Danish
  • Czech
Currencies
  • Euros
  • Canadian dollars
  • Danish krone
  • Australian dollars
  • Polish zlotys
  • Norwegian kroner
  • Swiss francs
  • New Zealand dollars
  • Hungarian forints
  • Bitcoin
  • Bitcoin Cash
  • Ethereum
  • Tether
  • ADA
  • Litecoin

About

Hugo Casino belongs to the Kawaii Partners affiliate programme. The site launched in 2023. It holds a licence from Curacao Gaming Control Board. The interface is available in 11 languages, including English, French, German, Polish. 15 account currencies are listed, including Euros, Canadian dollars, Danish krone, Australian dollars. We list 15 welcome offers.

Hugo Casino is listed in 13 markets, among them Canada, Germany, France and Belgium.

Licensee

The company that holds the Curaçao licence for Hugo Casino, as the licence register names it.

Legal name
GBL Solutions N.V.
Curaçao licence reference
OGL/2024/589/0556
Registration number (Curaçao Chamber of Commerce)
155090

Markets

This brand is listed in 13 markets. Pick one to see what it offers there.

Welcome bonuses

15 offers

Offers are recorded exactly as the operator published them, including the currency and the wagering base. Terms change without notice – always check them on the casino's own site.

Player Intelligence

339 records

What players report about Hugo Casino on review and complaint sites: complaints, reviews and the sites’ own player ratings.

Total complaints

18

89% resolved, of those with a known outcome

Total reviews

321

Across all review sites

Player rating

3.35 / 5

Trustpilot 2.7 · AskGamblers 2.45 · Tribuna 4.9

GEO markets

30

Countries stated on 90% of records

Hugo Casino complaints and reviews in figures

Every figure below is computed from the complaints and reviews collected about Hugo Casino, the way Player Intelligence PRO computes it.

Since 2024, players have posted 18 complaints and 321 reviews about Hugo Casino on 5 sites. In the 12 months to November 5, 2026, they filed 6 complaints and posted 99 reviews. Reviews are down 49% on the 12 months before (193). The average review rating fell from 2.86 to 2.7 out of 5 year on year.

The problem players report most often is “Withdrawal delay”: 25% of the 16 complaints with a labelled problem. Next come “Account closed” (13%) and “Bonus winnings confiscated” (13%). Complaints about “Withdrawal” make up 39% of those with a topic, against 29% across all brands.

Of the 18 complaints with a known outcome, 89% were resolved, against 59% across all brands. That puts Hugo Casino 444th of 1,916 casinos with at least 10 such complaints.

Reviewers give Hugo Casino 2.72 out of 5 on average over 312 rated reviews, against 3.44 across all brands. 36% of the ratings are four or five stars, and 49% are one or two. The review sites’ own scores average 3.35 out of 5 across 3 sites. By that score, Hugo Casino ranks 1,846th of 4,287 rated casinos. Reviewers most often praise “Games” (68 reviews), “Customer support” (32 reviews) and “Withdrawals” (31 reviews). The most common criticism concerns “Withdrawals” (89 reviews), “Trust & licence” (66 reviews) and “Customer support” (56 reviews).

The countries players state most often are Sweden (17%), Germany (16%) and Denmark (15%).

Problem shares are of the complaints with a labelled problem, topic shares of those with a topic, country shares of the records that state one. “12 months” counts records with an exact date in the 365 days to November 5, 2026. “All brands” covers the 11,908 brands Player Intelligence tracks.

Ask the AI analyst about Hugo Casino: one market, one period, a payment method or a comparison with another brand.

What the assistant can do

AI-generated summary of player reviews

Players appreciate the variety of games and good bonuses available on the site. The user-friendly interface and multiple payment methods are also highlighted positively.

Many players are frustrated with the slow and ineffective customer service, particularly the live chat and email response times. There are serious concerns regarding the withdrawal process, with reports of cancellations and delays that lead players to feel the site is fraudulent.

Block 01

Complaints count

Complaints filed per year or month, across every complaint site.

Period
Point at a bar to read it
202420252026
Complaints count

Block 02

Complaint problems

What went wrong, one level below the topic: the problem each complaint describes.

  • Withdrawal delay25%4
  • Account closed13%2
  • Bonus winnings confiscated13%2
  • Withdrawal refused13%2
  • Account blocked6.3%1
  • Deposit not credited6.3%1
  • Documents rejected or requested again6.3%1
  • Support conduct6.3%1
  • Other problems13%2
Share of the 16 complaints with a labelled problem.complaints

Block 03

Complaint categories

  • Withdrawal39%7
  • Account22%4
  • Bonus11%2
  • KYC / verification11%2
  • Deposit5.6%1
  • Other5.6%1
  • Customer support5.6%1
Share of complaints by category.complaints

Block 04

Complaint status

  • Resolved89%16
  • Unresolved11%2
Outcomes as the sites report them. “Closed without an outcome” is a case the site closed without saying who was right.complaints

Block 05

Hugo Casino against the market

The casino’s figures beside the same figures over every brand Player Intelligence tracks.

Hugo Casino against the market
MeasureHugo CasinoAll brands
Complaints resolved89%59%
Average review rating2.723.44
Complaints per 100 reviews5.626.4
Share of “Withdrawal” complaints39%29%

A dash means too little data: a resolved share needs 10 complaints with a known outcome, an average rating 20 rated reviews.

Block 06

Reviews count

Player reviews posted per year or month, across every review site.

Period
Point at a bar to read it
202420252026
Reviews count

Block 07

Review stars

How the rated reviews split by star.

  • 5 stars27%84
  • 4 stars9.3%29
  • 3 stars14%45
  • 2 stars8.3%26
  • 1 star41%128
Share of 312 rated reviews. Ratings on other scales are converted to five stars and rounded up, as in Player Intelligence PRO.reviews

Block 08

What reviewers praise and criticise

The aspects reviews name either way: one review can praise one thing and criticise another.

Praised

  • Games25%68
  • Customer support12%32
  • Withdrawals12%31
  • Website & app11%30
  • Bonuses11%29
  • Deposits & payment methods3.7%10
Share of the 269 reviews that name at least one aspect.reviews

Criticised

  • Withdrawals33%89
  • Trust & licence25%66
  • Customer support21%56
  • KYC / verification15%40
  • Bonuses13%34
  • Fairness & RTP12%31
Share of the 269 reviews that name at least one aspect.reviews

Block 09

Rating history

The average star rating of reviews posted in each period, out of 5. By month only where every month has enough ratings.

Period
Point at a bar to read it
202420252026
Rating history

Block 10

Stats by GEO

The ten countries players most often state, complaints and reviews together.

  • Sweden17%53
  • Germany16%49
  • Denmark15%46
  • Australia7.5%23
  • Poland6.6%20
  • Ireland6.2%19
  • Austria4.6%14
  • Canada3.9%12
  • Norway3.9%12
  • Spain3%9
  • Other countries16%48
Share of the records whose source states a country – never guessed from language or currency.records

Block 11

Year by year

Complaints, their outcomes and reviews per calendar year.

Year by year
YearComplaintsResolvedReviewsAverage rating
20266–581.83
20255–2283.14
20246–351.45

A dash means too little data for that year.

Block 12

Where the records come from

The independent sites the complaints and reviews were collected from.

Where the records come from
SiteComplaintsReviewsSite’s score
Trustpilot–2812.7 / 5
Casino Guru1319–
Tribuna–144.9 / 5
AskGamblers472.45 / 5
LCB1––

Block 13

Latest complaints and reviews

The newest records about Hugo Casino as facts: our label, the status or the stars, the player’s country and the site. The text stays on that site – follow the link to read it.

  • Review

    1.0 of 5 stars

    Ireland · Trustpilot

  • Review

    2.0 of 5 stars

    Tribuna

  • Complaint

    Withdrawal refused

    Resolved

    Finland · Casino Guru

  • Complaint

    Withdrawal limits

    Resolved

    Austria · Casino Guru

  • Complaint

    KYC / verification

    Resolved

    Sweden · AskGamblers

3 player records in the last 30 days. Explore them in Player Intelligence PRO

Player ratings from Trustpilot, AskGamblers, Tribuna.

Questions about Hugo Casino

Who owns Hugo Casino?

Hugo Casino is operated by GBL Solutions N.V. and runs under the Kawaii Partners affiliate programme.

Is Hugo Casino licensed?

Yes. Hugo Casino holds a licence from Curacao Gaming Control Board.

When was Hugo Casino founded?

Hugo Casino launched in 2023.

Which currencies does Hugo Casino accept?

Currencies listed for Hugo Casino: Euros, Canadian dollars, Danish krone, Australian dollars, Polish zlotys, Norwegian kroner, Swiss francs, New Zealand dollars and 7 more. Its site is available in 11 languages: English, French, German, Polish and 7 more.

What welcome bonuses does Hugo Casino offer?

15 welcome offers are listed for Hugo Casino. The first on the list is “163% up to €163”, with a 45× wagering requirement.

Which countries is Hugo Casino available in?

Hugo Casino is listed in 13 markets: Australia, Austria, Belgium, Canada, Finland, France, Germany, Hungary and 5 more.

What do players say about Hugo Casino?

Players have filed 18 complaints and written 321 reviews about Hugo Casino. Players rate Hugo Casino 3.35 out of 5 on average across the 3 sites that publish one.

What do players complain about most at Hugo Casino?

“Withdrawal delay” – 25% of the 16 complaints about Hugo Casino with a labelled problem. Followed by “Account closed” (13%) and “Bonus winnings confiscated” (13%).

Do players report withdrawal problems at Hugo Casino?

Withdrawals are the topic of 7 complaints about Hugo Casino: 39% of the 18 with a topic. The most common withdrawal problem is “Withdrawal delay” (57% of them).

Does Hugo Casino resolve player complaints?

89% of the 18 complaints about Hugo Casino with a known outcome were resolved. Across all brands Player Intelligence tracks, the share is 59%. Among the 1,916 casinos with at least 10 such complaints, Hugo Casino is 444th. Open complaints and complaints closed without an outcome are left out.

What do players like and dislike about Hugo Casino?

Praised most: “Games”, “Customer support” and “Withdrawals”. Criticised most: “Withdrawals”, “Trust & licence” and “Customer support”. 36% of the rated reviews give four or five stars, and 49% give one or two.

How many complaints has Hugo Casino received in the last 12 months?

In the 12 months to November 5, 2026, players filed 6 complaints about Hugo Casino.

Where do Hugo Casino’s players come from?

The countries named most often in complaints and reviews about Hugo Casino are Sweden (17%), Germany (16%) and Denmark (15%).

Screenshots

2 pages

Pages of the casino's own site, recorded by our crawler. Every screenshot below was taken from the same market, because what a casino shows – the offers, the payment methods, the lobby – often differs from one country to the next.

One capture per page, all from the market named above. A visitor in another country may be shown different offers, different payment methods and a different lobby.

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