Complaint #48
Sugar Casino
Permanent closure request ignored due to technical issues at casino
6 years ago
Dear SugarCasino & AskGamblers,
Today I am writing this complaint in regards to your casino. I will try to be as specific as possible and not to leave out any detail. Sometimes I will use (x) to refer to an uploaded attachment added to this complaint. Please be aware of that, it is important proof.
On January 27th I joined your casino. Made a deposit of 25 EUR and was able to win 400 EUR. Which I obviously withdraw immediately. Knowing that I had to send in my documents, I sent it in advance to the following email: support@hd.sugarcasino.com (1). What I found strange is that later on that day I received an automatic email from support stating that I had to upload my documents. Well no worries, I did this again (2+3). To prevent me from losing any of my winnings I decided to freeze my account for 24 hours. I contacted live support to request an update on my verification.. well they couldn't help me out because my account was frozen and asked me to sent an email to the support mail (4). At this moment I knew something was wrong and not right. Because all my emails that I personally sent or which I replied to were completely ignored. It started to annoy me so much that I decided to sent a last email later that evening requesting for a permanent account closure (5) because I was so frustrated and I knew this could have a bad influence on my gameplay.
As expected no replies nor updates from your end. I continued playing for a total amount of 205 EUR. You can verify this on my transcation statement. During this time I kept getting automatic emails from support stating that I had to provide with my documents. I believe either on friday 30th or 31st I was able to provide my documents via email while being on live chat with one of your representatives. Please read the transcript of this chat. She confirmed none of my emails could be traced in the system which means there was probably a technical issue with had huge impacts for me.
Hopefully I provided with all details to help you with my case. Even though this was a technical error, it happend from your side. I tried all possible ways of reaching out towards you. But nothing seemed to help due to the technical issues. Therefore I am requesting a refund of the 205 EUR I lost due to being allowed to continueing to play while having requested a permanent account closure. Which I am sure you guys would have dealt with if there was no technical issue, but unfortunately this was not the case.
If any other information is needed. Please contact me. I really hope the attachments and all chat transcripts I ever had with your live representatives will give an ever beter understanding.
Thank you in advance,
Today I am writing this complaint in regards to your casino. I will try to be as specific as possible and not to leave out any detail. Sometimes I will use (x) to refer to an uploaded attachment added to this complaint. Please be aware of that, it is important proof.
On January 27th I joined your casino. Made a deposit of 25 EUR and was able to win 400 EUR. Which I obviously withdraw immediately. Knowing that I had to send in my documents, I sent it in advance to the following email: support@hd.sugarcasino.com (1). What I found strange is that later on that day I received an automatic email from support stating that I had to upload my documents. Well no worries, I did this again (2+3). To prevent me from losing any of my winnings I decided to freeze my account for 24 hours. I contacted live support to request an update on my verification.. well they couldn't help me out because my account was frozen and asked me to sent an email to the support mail (4). At this moment I knew something was wrong and not right. Because all my emails that I personally sent or which I replied to were completely ignored. It started to annoy me so much that I decided to sent a last email later that evening requesting for a permanent account closure (5) because I was so frustrated and I knew this could have a bad influence on my gameplay.
As expected no replies nor updates from your end. I continued playing for a total amount of 205 EUR. You can verify this on my transcation statement. During this time I kept getting automatic emails from support stating that I had to provide with my documents. I believe either on friday 30th or 31st I was able to provide my documents via email while being on live chat with one of your representatives. Please read the transcript of this chat. She confirmed none of my emails could be traced in the system which means there was probably a technical issue with had huge impacts for me.
Hopefully I provided with all details to help you with my case. Even though this was a technical error, it happend from your side. I tried all possible ways of reaching out towards you. But nothing seemed to help due to the technical issues. Therefore I am requesting a refund of the 205 EUR I lost due to being allowed to continueing to play while having requested a permanent account closure. Which I am sure you guys would have dealt with if there was no technical issue, but unfortunately this was not the case.
If any other information is needed. Please contact me. I really hope the attachments and all chat transcripts I ever had with your live representatives will give an ever beter understanding.
Thank you in advance,
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