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Hello, I have the following problem. On 11/24/2024, I requested a withdrawal of 50 euros, which I won through 20 free spins. I then withdrew these 50 euros and received a notification that the money had been processed, and I've been waiting for it ever since. I have contacted the casino multiple times, and they keep giving different explanations, such as saying it's been paid, there's a technical problem, or that their department is handling it. Now here's the kicker, my future sister-in-law has the same issue with Simsinos Casino. It's exactly the same situation. She also won 50 euros through 20 free spins, withdrew it, and hasn’t received her money either. She also got an email saying it was processed, and they are telling her the same things. I really thought I had finally found a trustworthy casino 🙁

Hallo,ich habe folgendes problem,Ich habe am 24.11.2024 eine auszahlung von 50 euro getätigt,ich habe sie durch 20 freispiele gewonnen.dann habe ich diese 50 euro ausgezahlt und habe dann eine nachricht erhalten das das geld ausgezahlt wurde und seitdem warte ich auf das geld.Ich habe das casino mehrfach kontaktiert,sie tätigen immer andere aussagen,wie ausgezahlt,technisches problem,abteilung kümmert sich darum.Jetzt kommt der witz,meine schwägerin in spee hat das gleiche problem bei simsinos Casino.es ist genau das selbe.sie hat dort auch 50 euro durch 20 freispiele gewonnen und ausgezahlt und auch sie hat ihr geld nicht erhalten und eine email bekommen das es ausgezahlt wurde und auch ihr erzählen sie das selbe.Dachte echt ich habe mal ein seriöses Casino gefunden 🙁

Dear omibun6, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you made any deposits to this casino before?

Kindly send here the screenshots of the bonus you activated and played with, along with its specific terms and conditions.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

In some casinos there are often 20 free spins when new games come out. You then get an email. I have already made deposits and withdrawals there and have not had any problems so far. I am verified. I have done everything and I did get confirmation that the payment had been made, but when you look you can see that they cancelled the payment. My sister-in-law has the same problem, they say that they paid out the money but neither of us got it. Now they just keep us waiting. Different statements are made. My sister-in-law has the same thing with the simsinos casino. There too she is told the same thing as me.

Hallo veronika,

In manchen Casinos gibt es öfters mal 20 freispiele,wenn neue Spiele raus kommen.man bekommt dann eine Email.ich habe dort schon Einzahlungen und Auszahlungen getätigt und es gab bisher keine Probleme damit.Ich bin verifiziert.Ich habe mich an allem gehalten und ich habe ja eine Bestätigung bekommen das ausgezahlt wurde,aber wenn man schaut sieht man das die die auszahlung abgebrochen haben.Meine Schwägerin hat das selbe problem,die sagen das Sie das Geld ausgezahlt haben,aber keiner von uns hat es bekommen.Jetzt wird man nur noch hingehalten.Unterschiedliche Aussagen werden getätigt.Meine Schwägerin hat ja das gleiche bei dem Casino simsinos.Auch dort Wird ihr das gleiche wie mir erzählt.

I have deposited and withdrawn money there, I am verified and I have adhered to everything. They claim that they have paid out the money, then suddenly there was a technical error and then the technical department contacted me. But nothing happens, they must know what happened and I am not the only one. It is very strange that it is also the case with my sister-in-law.

Ich habe dort ein und ausgezahlt verifiziert bin ich und ich habe mich an allem gehalten.Die behaupten ja saß sie das Geld ausgezahlt haben,dann gab es auf einmal ein technischen Fehler und dann meldet sich die technische Abteilung bei mir.Aber es passiert einfach nichts,die müssen ja wissen was da passiert ist und ich bin ja nicht der einzige fall.Ist schon sehr komisch das es auch bei meiner Schwägerin der fall ist

Thank you very much, omibun6, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello omibun6,

It's Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Sugar Casino to join the conversation.

Dear Sugar Casino,

I would appreciate it if you could clarify the reasons behind the unsuccessful withdrawals for the player. If there was a technical problem with the payment provider, has it been resolved? Additionally, could you suggest any alternative payment methods that are reliable and guaranteed to work for the player? Thank you for your assistance.

Hello Michal,

My sister-in-law and I's money was suddenly back and we were able to pay it out. I've already received the money. Now I hope it worked for my sister-in-law too. Thank you for your efforts and I wish you a lovely rest of Christmas and a happy New Year.

Hallo Michal,

Die Gelder von mir und meiner Schwägerin waren plötzlich wieder da und wir konnten es auszahlen.bei mir ist das geld schon angekommen.Jetzt hoffe ich das es bei meiner Schwägerin auch geklappt hat.Danke für ihren Einsatz und ich wünsche schöne rest weihnachten und einen guten Rutsch.

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.

I got a message from the casino and the money finally arrived

habe eine Nachricht bekommen vom casino und das geld ist endlich bei mir angekommen

Dear Omibun6,

Thank you for your response. I understand the casino has credited the disputed €50 to your account. While it’s unfortunate that these funds were subsequently lost through your further play (a known risk of gaming), I trust you’ll agree with me that the primary issue has been effectively resolved.

Could you please confirm if I may now close your complaint as resolved?

Dear omibun6,

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.

Thank you for your support, I have received the money. Kind regards

Danke für ihre Unterstützung,habe das Geld erhalten.mit freundlichen Grüßen

Dear omibun6,

Thank you for your confirmation. I'm glad that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru