Complaint #29 Sugar Casino

Unfairly Closed My Account & Seized My Winnings

By Veeti K.

7 years ago

SugarCasino sent me an message where they accuse that I have breached their Bonus Terms & Conditions, and thus they have shut down my account and decline to pay my winnings of 3,329 €.

I made a deposit of 200€ that gave me a bonus of 200€ and played it to my favorite slot, which happens to be Secrets of Atlantis, with the maximum allowed bet (4€). In my opinion there is nothing unusual or wrong with that, in fact my previous smaller withdrawal was accepted even though I played it in the exact same manner. I do not understand how someone could call this cheating, bad faith or 'taking unfair advantage of bonuses' as defined in their Bonus Terms that they referred to me. I was just willing to take more risk in hopes of a higher return and luckily it worked out this time.

I expect that SugarCasino makes things right by paying my winnings as soon as possible.

Disputed Casino Sugar Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence from the Sugar Casino management to confirm that player committed a bonus abuse and by that act breached terms below:

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 conciders 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.

Based on all of the above, AskGamblers consider the case as Resolved and it is being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

Sugar Casino

• Representative

7 years ago

Dear AskGamblers,

Our Fraud & Security department will provide the evidence compliant with our privacy policy as you have requested.

We would like to remind the author that today is the last day to request a withdrawal of your original deposit and complete the verification process before the accounts will be permanently closed.

Best regards,

SugarCasino

krige10

• Finland

7 years ago

I appreciate that SugarCasino was willing to answer. I am also pleased to see that AskGamblers is requesting some evidence from the casino. So far there has been absolutely no transparency on how SugarCasino has handled this situation. I hope they could provide their evidence publicly, because I am very curious to know why they have labeled me as a 'group' player. Is it based on my location? The game I played? My willingness to take a risk and play with the maximum bet allowed when wagering a bonus? Or perhaps because I requested a withdrawal after my remarkable winnings?

If the casino does not want players to play in a certain way or use some specific slot, they should make that clear in their terms & conditions. My actions were in line with all the rules that the casino had in place at the time of my winnings (since then they have prohibited playing Secrets of Atlantis when using bonus money). It seems to me that they let players play as long as they lose or win small, but once they win big, the casino uses its almost unlimited discretion to shut down accounts for 'bonus abuse'.

In their response SugarCasino brought up my previous complaint, and it is true, I had the almost same issue with another casino. But the thing is, I have played on many different casinos, and when I have bonus money on my account I always try to maximize my winnings by using higher bets than I usually do. These two casinos have been the only ones that I have had any problems with.

Also their claim that I try to use AskGamblers to 'gain unjustified leverage' is just absurd. Isn't one of the main objectives of this platform to act as an impartial third party that solves problems between players and casinos?

As a final thought, I find it quite funny that a casino complains player having an unfair advantage against the house. Players win sometimes, but we all know that it is the casino that wins in the long run, it just seems that SugarCasino wants to be winning all the time by taking away players' winnings.

AskGamblers

• Support Team

7 years ago

Dear Sugar Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence/s which will support your accusations towards the player, with quoted terms that have been breached.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to support@askgamblers.com.

Thank you in advance.

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

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