Complaint #71
Sugar Casino
Cash Balance disappeared
6 years ago
Okay, I have waited 3 weeks before filing my complaint. I thought 3 weeks should be enough for the "technical" department to solve the issue. In a week from now I will also file an official complaint at the MGA.
Playing on my mobile phone on July 3rd, I hit a big win on Honey Rush (see screenshot playhistory). After the big win I search for new slots to try. I stumble upon Fishing God by Spadegaming. My current cash balance was EUR 2134.19. On the start screen of the game I select 1-10 and proceeded. On the main screen I look at the game and I think this is not something for me and press Home again to go to the lobby and look for new games. Then I realised my cash balance was 0.00 EUR. I have checked my play history and apparently the game Fishing Gods automatically betted my entire cash balance EUR 2134.19 (see screenshot attached).
I immediately escalated this to customer service and emailed the case on the 3rd. Current status is still (after 3 weeks) the tech department is looking into it. I want my balance back asap (no bonuses used or whatsoever). Pure failure and I will not play here anymore. All email and contact logged and filed.
Playing on my mobile phone on July 3rd, I hit a big win on Honey Rush (see screenshot playhistory). After the big win I search for new slots to try. I stumble upon Fishing God by Spadegaming. My current cash balance was EUR 2134.19. On the start screen of the game I select 1-10 and proceeded. On the main screen I look at the game and I think this is not something for me and press Home again to go to the lobby and look for new games. Then I realised my cash balance was 0.00 EUR. I have checked my play history and apparently the game Fishing Gods automatically betted my entire cash balance EUR 2134.19 (see screenshot attached).
I immediately escalated this to customer service and emailed the case on the 3rd. Current status is still (after 3 weeks) the tech department is looking into it. I want my balance back asap (no bonuses used or whatsoever). Pure failure and I will not play here anymore. All email and contact logged and filed.
Sugar Casino Complaint Stats
Resolved
38 / 41
Avg. Amount
$2,607
Avg. Complaint Duration
9 days
Avg. Response Time
2 days
Sugar Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 33 out of 34 complaints in this category have been resolved.
This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.
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