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Since February 27th, 2022, I have an open payment of €300. I was supposed to verify my account and I did it right away. This is the second time I've been told that the documents will be checked. This was me on 03.03. said the first time. Nothing has happened yet. Today I won €1000 but I haven't cashed it out yet. I'm afraid I'll never see the money. Please help me

Ich habe seit dem 27.02.2022 eine Auszahlung in Höhe von 300€ offen. Ich sollte mein Konto verifizieren und habe dies direkt getan.mir wurde zum zweiten Mal gesagt dass die Dokumente geprüft werden. Dies wurde mir am 03.03. das erste mal gesagt. Bis jetzt ist immer noch nichts passiert. Am heutigen Tag habe ich 1000€ gewonnen, diese aber noch nicht auszahlen lassen. Ich habe die Befürchtung dass ich das Geld niemals sehen werde. Bitte helfen sie mir

Dear luckyholti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. However, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Petronela

Hello luckyholti,

We apologies for your disappointment here. However, your account verification was pending which has been successfully verified now.

Please do not hesitate to contact us if you need any further assistance...!

Sweet Regards,

Sugar Casino.

Thank you very much, Sugar Casino team, for your assistance.

Dear luckyholti,

Could you please keep me informed about any further developments?

Everything is working now, thank you

Es hat nun alles funktioniert, Dankeschön

Thank you very much, luckyholti, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

You can close the complaint, thank you

Sie können die Beschwerde schließen, danke

Dear luckyholti,

Thank you for your reply.

@Petronela, You can close this case now.

Sweet Regards,

Sugar Casino.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, luckyholti, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru