Sugar Casino - Stalling my small withdrawal for over 10 days now

posted on November 2, 2015.

Hi, I have a withdrawal in place at sugar casino, I had an email (attached) on the 23rd of October. This was confirming approval of the withdr­awa­l/a­mou­nt/­method
Which was £150 and via bank transfer. I then spoke the the live chat agents on the 28th , who asked me for a different payment method, of which I do not have. So then I was asked to send my bank details to their support again. I did this, and still I have heard nothing. The live chat agent just says email support each time. I have emailed 3 times and had no response yet. I don't understand where my withdrawal is. The only reason I used bank transfer as my withdrawal method is because they said that they cannot send Visa card withdrawals from their location? But they can take the deposits.

posted on November 4, 2015.

Dear Sandals,

As you have been informed your withdrawal has been processed on the 23rd of October and bounced back. I attached proof of the rejection ( the file is marked as private as your bank details are showing on it). The withdrawal has been today reprocessed.

Best Regards,

Sugar Casino

posted on November 4, 2015.

Yes thank you for informing me about this today. I have copy and pasted the exact same details from the original email of my details.
They are definitely correct, I will inform you when I receive the payment. I would suggest that your chat agents are able to help more with these situations , as your email response time is very slow.

Kind regards


posted on November 7, 2015.


Did you received your winnings, can we close this complaint? Thank you.

posted on November 8, 2015.

No I still haven't received my withdrawal. They have requested details again from me of which I have sent. But no payment received as yet

posted on November 12, 2015.

Still had no confirmation on this withdrawal , now nearly reaching 20 days. never had such problems before in receiving winnings, really unprofessional. seems im not the only one having withdrawal issues

posted on November 13, 2015.

Received my winnings today. 21 days in total waited

Slow and almost non existent communication via email

Live chat agents can't help with anything that matters

You can't withdraw back to the card you deposited to

Many massive points of improvement within this casino. Although I am glad and happy I did finally get my winnings , I would not recommend this casino.

This complaint can now be closed

posted on November 14, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.