Sugar Casino - Account closure and confiscated winnings due to alleged breach of rules.

I've been a dedicated player on Sugar Casino, a gaming platform licensed under Starscream Limited and regulated by the Kahnawàke

Gaming Commission. I've enjoyed my time on the platform and had accumulated a balance of €3,309.00.However, on October 31, 2023, my experience took a troubling turn. I received a notification from Sugar Casino stating that my account was being closed due to an alleged breach of their terms and conditions, specifically clause 1.23. This clause allows the casino to audit gameplay and transaction logs and take action if any manipulative strategies are detected. The message explained:

"We are writing to inform you that after an internal investigation, Management has decided to close your account.

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We have declined your withdrawal, subtracted your balance, and refunded your deposit back to the same method."

I was shocked and dismayed by this accusation. I have always played fairly and within the rules, and I firmly believe there has been a mistake. Desperate to resolve the issue, I reached out to Sugar Casino's customer support team. Unfortunately, their responses were unhelpful and dismissive, failing to provide any satisfactory explanation or evidence of the alleged manipulative strategies.

Feeling frustrated and with no other options,

I decided to escalate the matter to the Kahnawàke

Gaming Commission, the authority overseeing Sugar Casino. I filed a formal complaint, detailing my experience and requesting a thorough investigation into the issue. I urged the Commission to ensure my rights as a player are upheld and to compel Sugar Casino to provide a clear and valid reason for the closure of my account and the confiscation of my funds. I hope for either the reinstatement of my account or the return of my rightful balance.

But I haven't heard from them so I just come on to this forum.

Dear foxyroxyyy,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Just slots nothing else. I forward the email.

Hi foxyroxyyy,

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Were your winnings accumulated with or without an active bonus, please?

Thank you.

I was a new player so I get a bonus. I registered the day and verified my account the same day.

Hi foxyroxyyy,

• Could you please advise if it was a free bonus or if you deposited any real money to activate it?

Thank you.

I deposited and I think i never got any bonus money but not sure.

They logged me out and can't see I deposited many time

Thank you very much, foxyroxyyy, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello foxyroxyyy,

My name is Kubo and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Sugar Casino’s representatives to join this discussion in order to resolve this issue.

Dear Sugar Casino,

Could you please provide an explanation for why the player's account has been blocked and their winnings voided? Additionally, please share any available evidence by sending it to my email address at jakub.m@casino.guru.

Thank you in advance!

Best Regards,

Kubo

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.

Dear foxyroxyyy,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Kubo