Complaint #118 Sugar Casino

Verification and payout stalled by casino

By David K.

4 years ago

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

Disputed Casino Sugar Casino

Reason Verification issues

Amount €1000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Keulinger90

• Rheinland-Pfalz

4 years ago

Dear Sugar Casino and Askgamblers Team,

I just received the payment of 1000 EUR on my bank account.
Thank you very much for solving the issue and helping me along the process.

The complaint can be resolved.

Br,
David

AskGamblers

• Support Team

4 years ago

Dear @Keulinger90,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Keulinger90

• Rheinland-Pfalz

4 years ago

Hello Sugarcasino and Askgamblers Team,

after I mailed SugarCasino the Error I was able to proceed with withdrawal currently the Status is "In Progress" so I will wait until the money is on my bank account.

Br,
David

Sugar Casino Complaint Stats

Resolved 38 / 41

Avg. Amount $2,607

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

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Best Regard
/David

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