Complaint #85 Sugar Casino

Payment still not received after weeks of waiting

By Nick H.

5 years ago

I have been waiting for more than two weeks for my payment. With id: 4194245 with an amount of €171.97. I made the payment on 21-11-2020. After a few days I asked why the payment was not yet on my bank account. The answer from sugar casino was that I still need to be patient. Now the answer is that there is always something wrong with some update of their payment system. They cannot tell me when I will get paid just that I have to wait and see. But two weeks of waiting, I think, is a very long time for a payout.

I have almost daily contact with the live chat only I can't go any further if I have to wait. I find waiting 2 weeks because of an update very long and weird.

Disputed Casino Sugar Casino

Reason Delayed payment

Amount €171.97

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Nicktukker,

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 NICKTUKKER,

apologize for the late response.

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

However, the issue was resolved and funds were sent on 04.12.2020 and 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

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Kind regards

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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.

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KYC Verification issues

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

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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.

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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)

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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”

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Delayed withdrawal and verification process

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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?

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Best Regard
/David

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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".

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

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

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Very unhappy with the communication and verification process.

Br,

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