Complaint #78 Sugar Casino

Delayed Payment 3000 euros

By Eugen H.

5 years ago

I registered in Sugar Casino at the end of august, i tried to play in the middle of october. I made a deposit from my bank account, and won 3.000 euro, after they needed documents for the withdrawal, and my account was verified on 23.10.20. After i made a withdrawal, the answer was that my founds were on the way, but the winnings didn’t arrive to my bank account, and after that the answers in the chat was only copy paste.

Every additional information is in the screenshots

Dear Askgamblers team, i sincerely ask you to help me with the solve this issue

Disputed Casino Sugar Casino

Reason Delayed payment

Amount €3000

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Gauigu,

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.

Sugar Casino

• Representative

5 years ago

Dear Askgamblers,

the player managed to withdraw his funds successfully.

We apologize with you and GAUIGU if this case took a bit longer than usual.

With best regards,
Sugar Casino

AskGamblers

• Support Team

5 years ago

Dear Sugar Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

Gauigu

• Hamburg

5 years ago

After you closed my complaint I was once again asked to submit several documents including my bank statement. There was an investigation of my winnings that lasted for more than 3 months. My account was fully verified but my winnings were confiscated. According to the bonus rules on https://www.sugarcasino.com/bonus-terms the slots that I played is forbidden to play with bonus funds. However, during my playing time on 14.10.20 this rule did not exist which can be seen on the portal https://web.archive.org/. The copy of the site was made 27.10.2020.
On this link https://web.archive.org/web/20201027033106/https://www.sugarcasino.com/bonus-terms it can be clearly seen that the rules were slightly changed. I did not break any rules during the time of my winnings.
I hereby attach the last e-mail which includes all of the accussations as well as the fact that my account was fully verified to this complaint.
I would like once more to ask SugarCasino and AskGamblers to help me resolve this dispute. Best regards.

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.

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