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Sugar Casino - Cash Balance disappeared

RESOLVED
Complaint Info
Disputed casino Sugar Casino
Reason Software glitch
Amount € 2134.19
Dubbelu1982 Netherlands
Posted on July 24, 2020

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.

Posted on July 27, 2020

Hello,

we are very sorry for the unpleasant event.

Please note that the issue has been forwarded to our relevant department and an investigation has been opened.

Our developers are working  for  you and they have informed us that the investigation is in advanced status. We are really sorry to keep you waiting but a patient will be much appreciated.

We will update you  promptly as fast as the investigation will be concluded.

With best regards,
Sugar Casino

Dubbelu1982 Netherlands
Posted on July 29, 2020

I am also very sorry? Imagine you are in a casino and you put 100 USD in a slotmachine and it just vanishes . The casino takes a month!! to find your money?

Posted on July 31, 2020

Hello,

the player have been refunded and paid.


With best regards,
Sugar Casino

AskGamblers
Posted on July 31, 2020

Dear @Dubbelu1982,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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