Sugar Casino

Item: Sugar Casino
Rating: 1
Author: Sharon D.

Sugar Casino

The casino is closed.

Player Rating 49 reviews

5.3/10

49 reviews

Complaint Response 45 complaints

2 days avg. 45 complaints

What we like

Wide range of providers
Mobile-friendly casino
Live chat
Live casino
Secured with SSL encryption

What we don’t like

Live chat not available 24/7

Affiliate disclosure

Our content contains affiliate links and we may make a commission on operator registrations and deposits made through these links. We only recommend licensed operators and we would not endorse any brand that is not verified by our experts. Get the truth. Then play.

By Sharon D.

Sugar Casino Details

Here you can find all the specific details about this casino.

General
Payments
Games
Responsible Gambling
Customer Support

Website

http://www.sugarcasino.com

Established

2015

Licences

Kahnawake Gaming Commission

Company

Starscream Limited Casinos

Affiliate Program

Sugar Casino Affiliates

Languages

English, Finnish, German, Norwegian, Japanese, French

Casino Type

Instant Play, Mobile, Live Casino, Crypto Casino

Deposit Methods

Bank Wire Transfer, MasterCard, Neteller, Paysafecard, Visa, Skrill, Payz, Interac, Flexepin, MuchBetter, Jeton, MiFinity, CASHlib, CashtoCode, Bitcoin, Ethereum, Tether, Litecoin, TRON

Deposit Fees

Withdrawal Methods

Bank Wire Transfer, Neteller, Visa, Skrill, MasterCard, Payz, Interac, MuchBetter, Jeton, MiFinity, Paysafe Card, CashtoCode, Bitcoin, Ethereum, Tether, Litecoin, TRON, Rapid Transfer

Withdrawal Fees

Withdrawal Limit

EUR 12,500 per week, EUR 50,000 per month

Currencies

Canadian dollars, Euros, Norwegian kroner, US dollars, Japanese yen, Peruvian nuevos soles, Chilean pesos, Brazilian reals, Bitcoin, Ethereum, Tether, Litecoin, TRON

Pending Time

0-96 hours

Withdrawal Times

E-Wallets 0-48 hours
Bank Transfers 4-6 days
Card Payments 4-6 days
Weekend Cashouts No
Progressive Jackpot Wins None

Game Providers

Games Global, NetEnt, Evolution Gaming, Betsoft, Play'n GO, iSoftBet, Quickspin, Ezugi, GameArt, Xplosive, Pragmatic Play, High5Games, Elk Studios, Yggdrasil Gaming, Kalamba Games, Oryx Gaming, Gamomat, Thunderkick, Blueprint Gaming, Booming Games, Felt Gaming, Push Gaming, Relax Gaming, Nolimit City, Tom Horn Gaming, Spade Gaming, Big Time Gaming, Red Tiger Gaming, Wazdan, Merkur Gaming, Hacksaw Gaming, ReelPlay, Games Lab, Boomerang, Endorphina, Stakelogic, Swintt, Revolver Gaming, Fantasma Games, Peter & Sons, Reevo, Avatar UX, Platipus Gaming, Playson, Skywind Group, Iron Dog Studios

RTP

Not stated

RNG Tested

Progressive Jackpots

Game History Feature

Deposit Limit Tool

Yes

Wager Limit Tool

Yes

Loss Limit Tool

Time/Session Limit Tool

Self-Exclusion Tool

Yes

Cool Off/Time-Out Tool

Yes

Reality Check Tool

Self-Assessment Test

Yes

Withdrawal Lock

Self-Exclusion Register Participation

Live Chat

24/7

Email Support

[email protected]

FAQ Section

Suggest an edit

Sugar Casino is an online casino where members can enjoy a range of games. These vary from video slots and table games to live games. The casino is also home to multiple platform providers which include Microgaming, NetEnt, Play’n GO, Betsoft, Quickspin, Pragmatic Play and Evolution Gaming.

The site can be reached instantly or on the go and is available in several languages. The casino is licensed and regulated by by the Kahnawake Gaming Commission.

Restricted Countries and Territories

Unfortunately, there are some country restrictions here. These include players from the United States of America, US Virgin Islands, Greece, United Kingdom, Ivory Coast, the Netherlands, Slovenia and Hungary. The full list can be found under ‘more casino details’.

Mobile Gaming

Members can also access Sugar Casino on the go through most smartphone and tablet devices running on iOS and Android. No app is required since members can simply log in through a mobile browser to access a large selection of the casino's games.

Security and Fairness

When it comes to security the casino uses 128-bit SSL encryption to keep players personal and financial transactions secure.

They also use a random number generator to keep their games fair and random.

Support

Players who need assistance can use the casino's live chat facility which is available 7 days a week, 10:00 – 23:00. Support can also be reached by email and an online contact form.

Virtual Games

There are plenty of video slots for members to enjoy here for those who like spinning the reels. Members will find titles from leading names like NetEnt, Microgaming and Play’n GO. They can filter games by provider, use the casinos A-Z filters and use their search engine. Titles include the Starburst Slot, Neon Staxx Slot, Mega Moolah Slot and Finer Reels of Life Slot.

Those who like table games will also have a vast variety to choose from including variants of both blackjack, roulette and other classic games. These include Spanish Blackjack, American Roulette and Baccarat.

In addition to that, members can also enjoy a selection of video pokers for those who like betting with cards. These include games like Joker Poker, Deuces and Joker and Double Joker.

Live Casino

Players who like betting with live dealers can enjoy the live casino here hosting games from numerous providers like Evolution Gaming and Ezugi. Members can pick from a selection of live rooms like Live Roulette, Live Blackjack and Live Baccarat.

Complaints

Read the complaints other players have left for Sugar Casino. Learn more about complaints.

Show all complaints

Submit complaint

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

Sugar Casino Complaint Stats

Resolved 38 / 41

Avg. Amount $2,607

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Review this casino

Share your thoughts with other players

Player Rating

5.3/10 ● 49 reviews

Top reviews from our players

Mony

6 years ago

9/10

Joined this casino 15.09. Very good sign up bonus 3x100% matched and wager free spins.
Wagering 36x on bonus amount. €4 max spin in bonus money.
Good selection off games and not to many restricted ones in bonus.

Have live chat support.

Documents took 24 hrs to verify.
Cashout a little longer but have had 2 paid already and waiting on 2 more.

Nothing to really dislike about the casino, a bit more transparency with vip levels would be nice.

More new Blueprint games and BTG.

Some very negative reviews about this casino around, I don’t know if it’s the same management/owners now as most reviews where 2015-2017.
Some reputation management is needed.

All in all a very good casino to play at and withdrawals are fast once verified.

Dear Mony, Thanks for your review! We're constantly striving to improve, and is nice when we hear that we've done enough to inspire a positive feeling in our players. We are extremely happy that you are satisfied with our platform, our games selections and promotions... we are continuously looking for the best games in the industry. Regarding the account verification process time, you should know that we are working very hard towards speeding up the process. Thanks again for your words and we hope that you will keep to have a great experience with our casino moving forward! Sweet regards Sugar casino

Sugar Casino 6 years ago

marathon

6 years ago

1/10

Nothing, hate that casino because I get spam emails that cannot be unsubscribed (from *replyinfowins.com). Looks like any other cash grabbing casino out there

Get invites for welcome bonus for this casino, approx 2/week. Unsubscribe does not work (which is against the law actually). If someone from that casino reads this, please take appropriate measure

Hello MARATHON, We are sorry for your disappointment. We have made changes in our system and the issue is no more exist. Even you can unsubscribed from our promotions by clicking on unsubscribed link which you can see bottom side of the promotions emails. Sweet Regards, Sugar Casino.

Sugar Casino 4 years ago

benjoo1337

7 years ago

1/10

Ok games and some good providers.... That was it..

I did contact the live support one time to tell them they should remove me from any subscribed list (email, sms...) afterwards still got sms. Then I tried it another time, chat said it is done and STILL got sms. The third time I tried, nobody answered. So I wrote an email to support, told them to completely close my account. After 3-4 days still dont have an answer, account is still open and I still receive sms. There isnt even an Option on the side to at least remove me from the lists myself, neither to close my account.

Hello BENJOO1337, We are sorry for your disappointment. We could see that your account has been closed in 2019 upon your request even you are unsubscribed from our promotions which you got the confirmation via email from our team. Sweet Regards, Sugar Casino.

Sugar Casino 4 years ago

Mustajaska

7 years ago

1/10

Not much, some games are ok.
Got some winnings at first session.

Finnish translations made with Google Translatior and worse than spam mails.
Withdrawal made very difficult!
Still withdrawal pending. Every other casino accept bank statement as address proof. Or at least online bills.
This casino say they accept ONLY paper bills.
In Finland there has been over 10 years possibility to get all bills online.
Seems to be excuse to not do payouts. Hope to get money out some day. Now have sent them pay check, tax letter and governmental letter, passport, bank statement (address visible) and screenshot from internet bank....

Hello MUSTAJASKA, We are sorry to hear that you had been disappointed with our withdrawal procedure. We have made many changes in our services and KYC procedure which is easy and quick. We can make sure that you won't face the issue like this in the present. Sweet Regards, Sugar Casino.

Sugar Casino 4 years ago

Sokolee

7 years ago

6/10

I need to give just some words about this casinos welcome bonus.

They have really good welcome bonus i think at least. I did get 3 deposit bonuses with 100% match bonus and freespins. I did lost on my first bonus and second but on my third, I managed to win back my money. What I liked most about this casino was that freespins from welcome bonus was wager free.

Support does not work 24/7. I do work all day long so i would suggest casino to have support open for players thats play on night as well.

Hello SOKOLEE, We are sorry for the delay in reply. Thank you so much for your positive feedback. We're really glad to hear that you are happy with our welcome bonuses. We put a lot of effort into creating the best casino possible with a nice, entertaining environment. A place where our members can come to have a fun time and the best gaming experience possible. We are providing chat support from 10h00 to 23h00 CET for the moment but we will forward your request to our relevant department and they will definitely try to improve this as soon as possible! Sweet Regards, Sugar Casino.

Sugar Casino 4 years ago

Hartza59

7 years ago

2/10

Wager free bonus spins are great since those are quite rare! Overall everything is OK with this casino, but this kind of "service break" is not acceptable...

I haven´t been able to login in to my account in whole day!
I have tried o log in with my phone and other computer.
Having error "Login failed! System error!".
I can´t even open any game, having basicly the same error "Error loading game!
System error! Please contact our support!"
i am not very happy, since I have my first deposit bonus spins still unused...

Hello HARTZA59, We are sorry for your disappointment. You can always check with our Live chat support so that they can check the issue and assist you accordingly. Sometimes, there will be a technical issue but we always try to resolve the issue as quickly as possible. Sweet Regards, Sugar Casino.

Sugar Casino 4 years ago

rikama

7 years ago

1/10

Mobile casino find button doesnt work. Account profile doesnt work. Verify doesnt work ( I had send over 20 document ). Dont try.

Hi Pasi, Thank you for your review. Let me divide it into three parts: 1. ''Mobile casino find button doesn't work.'' Our mobile version works without any noticed issues. Would you be please so nice and contact our chat support with better explanation? Button for finding games works just fine thought. 2.''Account profile doesnt work'' As I can see you did not filled in your address and other information correctly during registration and our chat support changed it for you as players cannot change their personal information themselves due to verification procedures. To change your address, we require the proof of it as well to be able to process your payment later on. In your case as no address was filled before we were able to change right away as you sent us documents at the same time. 3.''Verify doesnt work ( I had send over 20 document ). '' Your account has been verified within 30 hours after you sent us your documents. We are sorry for this small delay as we make sure you will not wait that long next time. I hope that I made all your points clear and that you will not have any other issues with our services in the future. Your are always welcome to contact out friendly support, they will be more than happy to assist you with anything. Have a good day, Your SugarCasino

Sugar Casino 7 years ago

germanplayer

9 years ago

3/10

Better don't play here, sorry for this clear statement. This is the updated review from my review in june this year.

Good games offer. Member of a trustful group of casinos.

Well....for a not longer newbie casino they have several problems:

Withdraw times too long.

Live support not really helpful...and sometimes just ignore you, greetings to naome^^ (but fast and friendly the most times).

It seems they don't like it, if you deposit and withdraw to often^^....if you do this, they don't let you use the most used methods, like neteller and skrill, and punish you to use bank transfer or somethings like this!!!! When you ask why you can't use neteller...you never get a reply..not in the live chat and not from the "financial department" lol^^...so it seems its just a politic to get your money in the casino.

Dear Germanplayer, Thank you for taking the time to review our casino! To start with the positive side; I'm happy to see that Naome is mostly fast and friendly - I do apologize if sometimes our support takes a bit too long to answer, as you know we like to take care of our clients properly and our chats might be a bit longer than usual...therefore you might need to wait slightly longer than somewhere else. I'm a bit more surprised about the payment methods as we do not "remove" payment methods form players when they win - that would not be in our interest to use only wires to pay our clients :-) If you do not have access to Skrill or Neteller, it might be due to the fact that you did not use those methods to deposit? Or your accounts are not verified and we are unable to send the funds to those methods? And finally did you check the country restrictions of those methods? I really hope that we will manage to let you change your mind about us! Thank you again for your review, Best Regards, SugarCasino

Sugar Casino 9 years ago

sarayang

9 years ago

8/10

Many games options, support and account Verification are fast. I always like to use match bonus, this is the one casino offers many kinds of deposit bonus. I like it.

I made 100 euros deposit and got 150% first deposit bonus, but couldn't manage to finish the bonus wagering. Then I made second 100 euros deposit and got 125% deposit bonus, luckily finished the wagering and I have made withdrawals requests, withdrawals are still pending.

Let's see how my withdrawals process will be, then I will know more about this casino. Hopefully it's a trustful casino!:)

Dear Sarayang, Thank you so much for taking the time to review our Casino! Congratulations on your winnings! Best Regards, SugarCasino

Sugar Casino 9 years ago

germanplayer

10 years ago

7/10

Ok, Sugar Casino is all in all a trustful place. The group has many other casinos and you can play here safely.

Nice offer from games

Various promotions

Payout Rate is good

Payout times are various... in the week nearly instant, at the weekend I think they dont process payouts

customer support is 24/7

I can recommend this casino, but there are better places for sure

Its a new casino but they must really change some things very fast:

Customer support is always available, but the most agents give you dumb copy and paste answers and tell you "write an email to the department in charge"

Technical department doesnt work at weekends *lol.....unbelievable i think

Bonus offers are good, but they doesnt work correct ( you get it, but you must always beg for it)

Reaction time from the email support is also too various ( i think not enough qualified personal)

Withdraws are not processed at the weekend

Dear germanplayer, Thank you very much for the time you took to review our casino! As you said as a new casino, there is always things to be improved and we are working hard on it! The payments should be available 7/7 very soon as our payment team is growing from July! For the customer service, we are also applying now new training methods, professional conferences and personalized training sessions. Hopefully, you'll see some nice changes in the next few weeks! Thank you again for reviewing our platform! Best Regards, Sugar Casino

Sugar Casino 10 years ago