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Hello.I received free games on Saturdays 2 weeks ago, but I have not received any winnings so far, and Chatt always says "your case is still being investigated".

Hallo.Ich habe vor 2 Wochen Samstags Freiespiele erhalten,Gewinn worde mir aber bis jetzt nicht gutgeschrieben und bei Chatt immer das gleiche"ihre Fall wird immer noch untersucht".

Dear Petrunka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.sugarcasino.com/bonus-terms:

"2.3.6. The player undergoes full KYC procedure which also includes a minimal deposit of 20 EUR (or the equivalent in any other currency) before the withdrawal of winnings derived from a no deposit / free money bonus is attempted. The deposit amount is then entirely reimbursed to the player in addition to the winnings."

Could you please advise if you have placed the minimum required deposit and confirm that you have provided all the personal documents needed for the verification as soon as possible, without any delay?

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

Best regards,

Petronela

You misunderstood me

It was not a bonus, but it was a free reward. I did not want to withdraw money, but my winnings from this reward were not credited to my player account

Sie haben mich falsch verstanden

Das war kein Bonus,aber kostenlose Belohnung.Geld wollte ich nicht abheben,aber mein Gewinn aus dieser Belohnung worde nicht auf meine Spielerkonto gutgeschrieben

Thank you, Petrunka, for your reply. A free reward is still a bonus promotion offered by the casino. Could you please advise if you have saved any screenshots of your winning? Ideally, please forward your game history in Excel format to petronela.k@casino.guru. Looking forward to hearing from you.

Dear Petrunka,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.