Sugar Casino - Pelaajan talletusta ei ole koskaan hyvitetty hänen kasinotililleen.

Hello, I deposited 2x €10 on 1/7/23. Unfortunately, only one of them went through. The other was not booked but debited from my account. After collecting all the documents and sending them there, I was told it could take up to 72 hours. It's been almost a week now and I'm not getting any replies to my emails. I think it's a shame, I actually like playing there and have never had any problems so far. But that's getting on my nerves, until it's settled I won't make any more deposits there.

Hallo, ich habe am 07.01.23 2x 10€eingezahlt. Nur Eine davon ging leider durch. Die andere wurde nicht verbucht aber von meinem Konto abgebucht. Nachdem ich alle Dokumente zusammen hatte und dahin geschickt hatte, wurde mir gesagt, dass es bis zu 72h dauern kann. Nun ist es knapp 1 Woche her und ich bekomme keine Antworten mehr auf meine Mails. Ich finde es sehr schade, ich spiele eigentlich gerne da und hatte bis jetzt nie Probleme. Aber das nervt langsam, bis das geregelt ist werde ich dort keine Einzahlungen mehr machen.

Dear stroetchris95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise which payment method you used to deposit funds into your account? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Payment was made to me by Bank Mifinity. Email is out with all documents.

Zahlung wurde mir Bank Mifinity gemacht. Email ist raus mit allen Dokumenten.

I fully understand your frustration, stroetchris95. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear stroetchris95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I also waited the 21 days. Unfortunately nothing has happened. It is further denied that the deposit was received by you.

Ich habe auch gewartet die 21 Tage. Leider hat sich nichts getan. Es wird weiterhin abgestritten das die Einzahlung bei Ihnen eingegangen ist.

Thank you very much, stroetchris95, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Sugar Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Yeah ok it's a shame. I will stay away from the casino in the future. Luckily it's only €10. So we're happy to wrap it up here. I don't expect to see the money again.

Ja okay echt schade. Ich werde mich zukünftig von dem casino fernhalten. Zum Glück sind es nur 10€. Also wir können es hier gerne abschließen. Ich rechne damit, dass ich das Geld nicht wieder sehe.

Dear stroetchris95,

I am so sorry to hear your deposit disappeared. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Sugar Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Sugar Casino,

Could you please state why the player's deposit got lost?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay we can do that, thanks for your effort anyway.

Okay können wir so machen, danke trotzdem für eure Mühe.

Dear stroetchris95,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Stefan, Casino.Guru