Sugar Casino Complaints

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

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!

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.

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.

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.

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.

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

I made a payment request on July 27. The email I received stated that it would be in my bank within 3 working days. After 2 days still nothing. after having had contact with the chat and mail service 100 times, I get different answers every time: within 1 to 5 days. within 3 to 7 days. it's summer vacation so may take longer. etc etc... I called my own bank and they say the money should have been there by now but so far I still haven't received anything and they are responding differently to my messages.

Dear AskGamblers Team!

I was on searching for a new casino to play at and I saw SugarCasino with MGA licence and thought this could be the one.

So I deposit 500€ via credit card and suddenly I got 1000€ balance. They told me it‘s the welcome offer. So I read the terms and was okay with them and then I played Roman Legion Xtreme, El Torero, Doom of Egypt on 3-4€. I fulfilled the wagering requirements and had a balance of over 8.000€, that I put in the withdrawal in 2.500€ steps (maximum).

I‘m waiting now since one week for any email. I didn't receive any option to verify my account or had a confirmation of my withdrawal.

I was around 5 times in the livechat and she said the withdrawal is under a normal security check. But she couldn't tell me any timeframe in which it will get done. That's not serious I think. I‘m not sure if this is possible scam.

Please help me AskGamblers Team.

Hello!

So here is a description of my case:

U used to play a lot on Sugarcasino because it was (and still is if this "misunderstanding" is out of the world) my favorite online casino.

I made many deposits and withdrawals and my account was verified. I played with bonuses and without them. At all it was always fine and i never had any problems or issues with one of the services.

One day i had some good luck and wanted to withdraw my winnings. I was playing without bonus so i didnt have to worry about any withdraw restrictions or something like that.

The day after my request my account was suddenly closed and my withdraw canceled. I immediately contacted the live support and they told me to send an email to their support department. I did as i was told and asked about the reason of the closed account and what i have to do to reopen it or solve the problem. I never got any response from the support team. Neither an answer or at least a message that they received my mail and are working on it.

Since the first mail i wrote it has now been more than 5 months that i am waiting! (The first mail i wrote was on December, 4th, 2020)

In this time i wrote many mails always asking in a very polite way snd never got any response.

The only contact i have since then is with the live support and they always tell me the same thing that i have to wait and they cant give me any further information. The latest news i got was that i have to send in more documents, which I did immediately. But i also got no response to that. I keep getting the same answer from the live chat, that the relevant department will get in touch with me once my documents are verified and my account will be reopened.

I dont think more than 5 months is a usual time to make a costumer wait. Also it is written in their terms of use that they try to answer within 5 days and that I will always be informed about the status. Since that never happened I see some kind of violation in the terms of use from sugarcasinos site.

I would be happy if we can finally solve this case together and keep a good relationship for the future.

Best regards

Thomas < surname removed >

Hello,

On 2021-04-06, 20 euros were deposited with a 100% bonus on sugarcasino.com, so I had 40 euros to play with. After about 2 hours of play, I had done the wager and was able to pay out € 800 thanks to Shimmering Woods, Frozen Gems and Perfect Gems (games). It's been being processed since the day I paid it out. Today is 2021-04-29 and it is still in progress.

The live chat informed me that documents for verification are not necessary at first and if they do I get an email from the security department.

I can also see the terms and conditions of sugarcasino, I quote:

"4.9. ... A player must be informed of the reasons for a delay if the time for the money to arrive on the player's account exceeds 10 days."

I haven't received any information to date.

I always thought MGA casinos were trustworthy.

thanks

< username removed >