Complaint #43 Sugar Casino

Not willing to pay winnings from second welcome bonus

By Gabriel W.

6 years ago

I made a deposit of 300 euros using my bank account at the end of November and won about 4400 euros. I was very happy about it. I uploaded the necessary documents for verification. My account has been fully verified. After that, I was able to withdraw all the winnings to my bank account in a few days, which I also liked. I decided to continue playing at this casino and made two more deposits of 300 euros each. I also managed to win from the second deposit. This time I won 7200 euros. As in the first one, I put the money for withdrawal. A few days later I received a response from sugarcasino.

*****************************

Hello Gabriel,

Your withdrawal have been cancel as we found fraud activity connected to your account. You may withdrawal your last deposit before 8 days then the account will be permanently closed after 8 days.

All the bonus wins and activity's have been revoked.

Regarding your account, it will be permanently banned in accordance with the following terms and conditions:

We prohibit player collusion and do not allow any kind of robots and programmed devices to participate in game play.

If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account, or withhold payment of your winnings and apply such funds on account of any damages due by you.

Bonuses offered by Sugar Casino are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse, Sugar Casino reserves the right to cancel, suspend or lock any player account found guilty of abuse as well as void/revoke any pending gaming activity and refund the original deposit. Sugar Casino can also decide at its own discretion to ban any player from participating in Sugar Casino’s promotions for a definite or indefinite period of time as decided by Sugar Casino’s management.

In the event that Sugar Casino considers any player to have cheated, taken unfair advantage of bonuses or in other ways have acted in bad faith in relation to a promotion offered on the site, we reserv us the right to block or permanantly close the players account. In the event of this Sugar Casino is not obligated to refund the players assets on the account and all will be confiscated.

Only one bonus per promotional offer is allowed per player, account, address, computer and IP address. Sugar Casino reserves the right to close any account that is deemed a duplicate account, and confiscate the funds of this account.

Sweet regards,

SugarCasino

*****************************

1) I did not use any software. This is a complete lie! I pressed the buttons myself!

2) I was playing from my personal bank account. I made a deposit using my bank codes from my bank account. I did not conspire with anyone!

3) I played the same slots I played when I won the first time.

All accusations are baseless. I have not broken a single rule. I played with my own hands using my own bank account. I'm asking you, dear askgamblers team, to help me resolve this controversial situation.

Disputed Casino Sugar Casino

Reason Declined payment

Amount €7200

Discussion

Glevonderd

• Finland

6 years ago

Dear askgamblers.

as you can see, it has taken over 2 months from SugarCasino to investigate and they could not provide any information about my case. Reason for this is all the winnings are legit. I understand that you can't force casino return to pay the winnings.

I hope this case helps other players to avoid this casino for their own fraudic welcome bonus system.

Could you please advise me what to do next?

Best regards. Gabriel

AskGamblers

• Support Team

6 years ago

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

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team is awaiting Sugar Casino team to provide detailed explanation on the issue along with all the relevant facts which could support accusations towards the player.

Sugar Casino

• Representative

6 years ago

Dear GLEVONDERD,

Unfortunately we have found fraud activity on your account.

In the event that Sugar Casino considers any player to have cheated, taken unfair advantage of bonuses or in other ways have acted in bad faith in relation to a promotion offered on the site, we reserve us the right to block or permanently close the players account and confiscate all.

In this, as in your case we are not obligated to refund your assets on the account.

Don’t hesitate to contact us if you need anything else

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