Complaint #75 Sugar Casino

Closed account and frozen winnings, no updates after weeks of waiting

By kuviokelluja

5 years ago

Hello.

Dear askgambler team I really need your help. I have tried to solve this on my own but this ain't going nowhere.

I made an personal account to SugarCasino at 14.7.2020.
Everything started OK. After the register I made my first deposit (amount 200 euros) with the welcoming bonus (100% up to 200 euros). So after that, my account balance was 400 euros.

So I started to play this deposit that I made. Game started very well, I got couple of nice winnings so I gained my balance up quite fast and I was really glad about it. After one and a half hour of playing in the middle of my game, I was suddenly kicked out from the game and logged out of my account.

When I was kicked out from my account in the middle of my game, account balance was somewhere around 2800 euros and the wagering requirement was approximately 3000 euros. So this situation was very good for my advantage. I only played three different games and I was aware about the bonus rules and terms and I did not break any rule.

I tried to log in again, but the site was saying that my account was permanently banned. After this I immediately contacted the live chat room, and told what had happened. They didn`t get me any answers to why this has happened. But they told me to contact the support team of the casino.

I did what they told, and i contacted support team, they told me that "Your account is close for the moment, there is a fraud checking on your account

Today the 21.9.2020 situation is still the same as they have not opened my account and returned my winnings.
I have sent now maybe eighth messages to the sugar casino and I get everytime this same answer " Your account is close for the moment, there is a fraud checking on your account."

Let's remember that I made an account to sugar casino 14.7 and on that same day they closed it and locked all my winnings inside. I think they have had more than enough time to complete that fraud check.

Please ask If you need some more details. I really hope that they will open my account and return my winnings to my account as soon as possible.

Disputed Casino Sugar Casino

Reason Account closure

Amount €2800

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

This complaint has been reopened as per Sugar Casino's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

5 years ago

Dear @kuviokelluja,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

kuviokelluja

5 years ago

I have tried several times to contact the sugarcasino support team and they have not responded to my messages anymore. Cleary they don't want to solve this with me.

Is this kind of behavior normal for Online Casinos?

So I ask for your help. Askgamblers can your team try to contact SugarCasino and ask what they are doing and please ask allso my account history so you can see that I have not broken any rules.

I really appreciate all the help that I can get.
Thank you in advance

kuviokelluja

5 years ago

Thank you askgamblers team for reopening this.

I have sent a link for this complaint to the sugar casino, so they are aware of this complaint.
Now I have to wait and see how this casino will handle this situation, Lets remember that they did not respond anything for the first time when I made this complaint.
I think this kind of behavior cannot be accepted in casinos that operate on European market.

Sugar Casino Complaint Stats

Resolved 38 / 41

Avg. Amount $2,607

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Sugar Casino Complaints

See all complaints for this casino

Missing withdrawal part

Hi. on 10.01.2024 I got my withdrawal from sugar casino. withdrawal was done with ethereum. But insteadt of 30.88€ I just got 17.49€ They support started an investigation on 10.01. but they can't give me any information and they say I have to wait. But I think 3 weeks is more than enough.

Kind regards

Resolved

Not amending Email typo which is causing issues with KYC

When I signed up to sugar casino I made a typo on the email as I have dyslexia. I finished the email as @outllok.com when obv it should be @outlook.com.

I have been on chat numerous times to get it amended and keep getting told to email. I have emailed numerous times (see attached evidence). No one responds to me. So the email is not being updated.

This is causing issues for me to do KYC as I've uploaded my documents numerous times but they aren't being verified and the message in my account keeps saying they will email me. But obv I can't get those emails as they are going to a non existent account due to the typo.

I have 70 euro in the account and need help having this mediated so the email is amended.

Thank you!

Resolved

$70

Winnings problem

I was playing on sugarcasino and had winnings of 1000 euros in withdrawal.
While my winnings were in withdrawal and my balance at 0.00 I got some free spins which I then played until my balance was at 0.00. After that I cancelled my withdrawal of 1000euros so I could play more but right after the cancellation they reset my balance from 1000 to 50 euros claiming I broke the term "2.1.4. For Free Spins offered without a deposit requirement, the maximum amount of winnings that can be withdrawn is 50 EUR (or the equivalent in any other currency)". the 1000 euros was won by my own deposited money not by any bonuses or freespins.

Resolved

€1,000

Stalling my €2,500 withdrawal

Made a withdrawal on the 27th of November which was not processed. The funds were returned to the casino account. Made a 2nd try on the 1st of December which doesn't get processed either. The amount is 2500€ and since they removed the Trustly method, it seems really difficult to process any withdrawals.

Rejected

€2,500

KYC Verification issues

I have a pending withdrawal of 541 € on sugar casino.

I did send in my KYC verification document to gammix ltd on the 28th of October.

But somehow they haven't been able to process it or give me any feedback on the matter since that day.

The support agents only tell me they have notified the relevant department and that they ”probably” are gonna process it soon.

I mean it's been like 2 weeks soon since they got my documents. I don't see any justification for not even getting any feedback on the matter.

Rejected

€541

Delayed verification beyond reasonable time and a horrible support experience

Hello,

I've played on sugarcasino for a few years and never had any issues,

On the 24th of october I managed to win a lot of money (for me that is)

So I made a withdrawal, that's when the issues started.

They asked me for KYC documents that I sent in and provided some extra documents due to them not being enough on the 30th of October.

I'm trying to get answers to what is delaying my verification but I get no real answer from anyone of the support staff members that I've talked to. They all say different things, all from not knowing there's a KYC to some standard answer like ”there are currently many withdrawals so please be patient”

The withdrawals are 2 different of a total of 3100Euros

Please help me get in contact and try to sort this out.

Resolved

€3,100

Delayed withdrawal and verification process

Hi. I requested a withdrawal for 224€ from Sugarcasino 2021-10-10 and was asked to provide the KYC documents. I sended all documents and while I was waiting i got lucky again and made another request for a withdrawal on 800€.
I recieived a mail that they needed a copy for a bank statement on 2021-10-23 wich I sended the same day. I have been in contact with the livechat wich is pretty hard to connect to sometimes and they say that they will send a note to the concerned department.
Can someone help me understand why this process is taking so long?

This kinda sucks because I really like Gammix sites and I wanna continue playing there. I have the same issue on Locowin wich is owned by Gammix as well.

Best Regard
/David

Resolved

€1,024

Delayed Payment & Technical Issues

I made a withdrawal request of $600 on October 7th. The request was pending for a few days and the I chatted into support, indicating that an email was sent requesting documents. (I received no email) I then sent in the documents that day, and the receipt of the documents was acknowledged by support. I was asked to wait 48 hours for verification. This was 6 days ago. I canceled the request to change the withdrawal method. Now I cannot request the withdrawal because every action (including opening games) draws a system error. I’ve been unable to resolve this with support because either the chat is not answered or because the agent disconnects the chat. I am looking for assistance from a casino representative to complete this withdrawal.

Resolved

$600

Been waiting 5 weeks for my declined deposit to get returned to me

At 13/09 I made 2 deposits, for some reason they got declined. After 2 weeks I got an email saying they're working on it, it's now 15/10 and I have still yet to receive my money back. Have been talking to support daily and they keep telling me their financial department has not come back with them yet.

Resolved

€50

Verification and payout stalled by casino

Hello,

After my first cashout request on 03.09.2021 of 1000 USD which I cancelled later on, system errors occured on the website with every action I took.

After I contacted the support, I was told to verify my account sending them following documents for verfication:

proof of identity
proof of address
proof of bank account

I sent those documents as requested on the 09.09.2021.

On the 15.09.2021 I received an answer that the mail was forwarded to the "relevant team".

After another week I received on 24.09.2021 two mails from them 1 mail saying that my account is still being verified and another mail with this content:

"Kind reminder that there are outstanding documents for your account verification.

Please refer to the previous communication sent from our department for more details."

Unfortunately it was never communicated which documents are outstanding in the whole process as I have sent all initially requested documents to them.

Very unhappy with the communication and verification process.

Br,

David

Resolved

€1,000