Complaint #89 Sugar Casino

Freezing my acoount

By torsten4real

5 years ago

I started playing att sugar casino 2020-06-10 a couple of days later i got an aprooved Verification.
After playing there 6 months and are down by ca 120.000 Euros from savings, other casino winnings, money from house sale etc etc i finnaly won some money ca 30.000 Euros they freezed my acount the 20 of november 2020. They emailed my and answer for a new verication because of recent high deposit but the fact is i havent made higer depoist and the previous 6 months actually i made smaller deposit. So i answer that email and send in the documents.

2 days after that the emailed my again and made me make a Source of wealth declaration because they wanted to se were my money was comming from and the freezed my acouunt without giving me my money back . I ws so shocked because of all the money i lost and no question about this before. This was 4 weeks ago! they told me this would go pretty fast, i send every document , every bank statement , salery , loans etc etc etc. I have asked them everyday, trying to call them , talked to the chat . BUT NOTHING hapening. Where is my money and what is going on ! shall i take leagal actions, speak with media etc soon its christmas and this money would be perfect for my and my 2 kids . is this fair when your lost so much money and the told my several times im there biggest player , vip etc. PLEASE HELP ME!

Disputed Casino Sugar Casino

Reason Refund declined

Amount €30000

Discussion

AskGamblers

• Support Team

5 years ago

Dear @torsten4real,

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 TORSTEN4REAL,

Thank you for your patience whilst we investigated your case and apologies again for the time taken to conclude the matter.

Having reviewed your account, your communication and the documentation supplied, we regret to inform you that we have decided to keep your account closed. Our reasons for taking this decision are primarily down to concerns about your level of gambling and whether you are able to continue to support this financially.

Your current balance of €31,305.88 has been refunded to your Trustly account.

Whilst we appreciate this may not be the outcome you were hoping for but, we hope you understand why we have made this decision.

Kind regards,
Sugar Casino

torsten4real

5 years ago

Now its soon christmas. I lost over 130.000 euros in your site totaly thats is more then most of people in Sweden makes after taxes in 6 years!

The acoount is still frozen and my funds is still in not avalible for me. This is the worst gaming experience i had in my life. I sent every docs, i have never game for any illegal money in my live or never done anything wrong

I would have understand you asked this 3 or 4 first months when i deposit so much more money bur when i set a deposit limit 2-3 months ago and started playing for less money but i lost and i lost and i lost when i finally won then u locked my account. Was promised that it would haved been fixed before christimas. Its tomorrow!

If this remains i will tell and send my story to every newspaper in the world how sugarcasino kept sending me money and i lost a lot of my savings and when i should collect not even 20 procent of my loosings they locked my acouunt for 5 weeks!!! Not so fun for a single parent raising 2 kids by myself ofcourse i understand that I shouldn’t play for so much money in the begging but thats way i been step by step taking it down.

Hopefully sugarcasino understands this and fix this now!!

Sugar Casino

• Representative

5 years ago

Hi TORSTEN4REAL,

We have well received your last email, our relevant department is checking and will get back to you as soon as possible.

Your patient is much appreciated!

With 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 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