HomeComplaintsSugar Casino - Player didn’t receive a bonus because of a restriction in the Bonus T&Cs.

Sugar Casino - Player didn’t receive a bonus because of a restriction in the Bonus T&Cs.

Amount: ??

Sugar Casino
Safety Index:Above average
Submitted: 11 Feb 2020 | Case closed : 27 Feb 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player didn’t receive a bonus because she deposited by a payment method that wasn’t eligible. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

I always read all the conditions carefully. How much stake, how much turnover, which slots and with which deposit methods I can claim the bonus. I paid € 20 with ecopayz because Neteller, Skrill and paysafecard are excluded from the bonus and then deposit with ecopayz.

one was right at the top.

got no bonus and asked and was then referred to the almost last sentence in the bonus terms, bonus only with Trustly and visa or whatever. This is a leftmost number, because the excluded payment methods are listed above, as usual. Below are the accepted ones for the bonus. The € 20 can of course not be paid out again, minimum payment of € 30, I don't need to explain how the slots run. Yes blah blah read the terms and conditions until the end is anyway

Automatic translation:
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4 years ago

Dear Katja,

Thank you for contacting Casino Guru and bringing the issue to our attention. I’m sorry to hear about your negative experience. It is very common for casinos to limit the winnings from bonuses and implement other restrictions that can be tied to the used payment method, just like in your case. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. If you deposited by a restricted payment method, there is not much that can be done. Which bonus exactly did you play with?

Best regards,

Peter

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4 years ago

Dear Katja,

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

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4 years ago

Unfortunately, we’re rejecting this complaint 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.

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