Complaint #82 Sugar Casino

Delayed Payment 384 Euro

By Zytraex

5 years ago

Hey AG and Sugar,

I recently won 384.47€ and simply requested a withdrawal (I have done that before and received my money in 2 days). I requested this withdrawal on 16th of November so it has now been 11 days with no money received. Initially I did not even notice money was missing until I looked at my bank account and was wondering where the money was. I contacted live support which was not really helpful at all. They were telling me I would have to look at my bank tomorrow to check for the payment (It was sunday the 22nd so that was understandable to me). I gave them the benefit of the doubt and waited until tuesday the 24th and there was still no payment. I then formally wrote an email to them requesting details of the transaction in order to find what really went wrong. After I received no answer to that within 24 hours I decided to contact live support again. They said that there was some kind of "payment system update" and that I should wait a few more days. I did that and now I'm really tired of waiting so I'm opening this complaint. I later received an answer to my email simply stating they saw I contacted live support and got an answer there even though that was not too helpful information.

I attached some screenshots of messages between live support and me.

What I request from Sugar is simply more information about the transaction and when I will finally receive my money because I am a little scared of losing it.

I'm kind of disappointed about the support I have received from the casino directly so I want to make it clear im serious about this by opening this public complaint.

I hope you can help me with this issue

Kind Regards
Julian

Disputed Casino Sugar Casino

Reason Delayed payment

Amount €384.47

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Zytraex

5 years ago

Dear Sugar and AG,

I can confirm I have received the money and it is now finally in my bank account. I feel relieved that it worked out in the end and thank you for your assistance.

AskGamblers

• Support Team

5 years ago

Dear @Zytraex,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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 ZYTRAEX,

apologize for the late response.

As you know we did some updates in our system that caused unexpected technical issues that now are solved.

Your withdrawal was approved last friday and your funds should reach your bank account within 5 working days.

Your patient is much appreciated.

Best regards,

Sugar Casino

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

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Kind regards

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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!

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Winnings problem

I was playing on sugarcasino and had winnings of 1000 euros in withdrawal.
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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

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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.

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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

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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

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Delayed Payment & Technical Issues

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

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Resolved

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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,

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Resolved

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