Sugar Casino - Unfairly Closed My Account & Seized My Winnings

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.

Dear AskGamblers,

The bonuses on SugarCasino is intended for genuine recreational players only, to conspire with a group of “players” in abusing the bonuses to obtain an unfair advantage against the casino is strictly forbidden.

Our department for Fraud & Security constantly monitors all player betting patterns and activity, through this we have enough evidence to support our actions.

Furthermore, our research and investigations have provided us with a complaint posted on another casino’s page here at AskGamblers: https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/be­tra­lly­-un­fai­rly­-cl­ose­d-m­y-a­cco­unt­-an­d-c­onf­isc­ate­d-m­y-e­ur4­-06­4-w­innings

In light of this complaint we can conclude that it’s not the first time the “player” has been caught using the same modus operandi to defraud casinos, which further strengthens our case against the group.

It’s alarming for us that the group attempts to use AskGamblers as a platform for gaining unjustified leverage. We expect AskGamblers to reject these complaints and suspend the authors AskGamblers accounts.

We would like to remind the account holder that you have five days remaining to complete the verification process and withdraw your original deposit before the accounts are permanently banned.

Best regards,

SugarCasino

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 suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

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.

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

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.