The player from Germany has been accused of breaking the promotional T&Cs by playing restricted games.
Sugar Casino - Player has been accused of playing restricted games.
Black points: 108
Amount: €1,450
Sugar Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
Uncertain case, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello. I played there with a bonus, deposited 30 euros and with certain games I got 1450 euros. I read in the General Terms and Conditions that certain games may not be played with a bonus. I played 2 games and now my winnings are kept. Sorry, but this OC has about 60 games in the Agbs that you are not allowed to play. Half of them are very popular games. Nobody expects that you will not be allowed to play these games. Unfortunately, as is usual, this casino did not display a banner and gave no warning that you are not allowed to play these games ... this casino deliberately deceived me so that I would not have to pay out in the end! In every other casino you cannot open the games that you are not allowed to play with active bonuses. At sugarcasino no warning was given at any time! I will report this casino to the MGA because of fraudulent deception which is punishable in Germany. I'm even willing to invest a ton of money to hire a lawyer from Malta!
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3 years ago
Dear Maik,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.
Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello,
I have sent everything to you.
LG
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3 years ago
Thank you very much, Maik, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Maik.
I am sorry to hear about your troubles.
Unfortunatelly, what happened to you is pretty common.
Some casinos prefer to enforce this rule and do not offer restricted games while the bonus is active, and some do.
However, I don't think hiring a lawyer is a good idea. The casino is well regulated, by MGA. You can start by writing them a complaint.
Unfortunatelly, the casino hasn't representative on our website. The MGA is a good option, but I don't think they will rule the case in your favour, but you can definitely try it.
Meanwhile, I will try to get in touch with somebody from the casino.
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3 years ago
Translation
Hello.
I received a message from the casino today that my winnings had been canceled because I was playing Razor Shark. In their email they actually appeal for fair play. An absolute cheek. I played in the game (which is not on the bonus list) Leprechaun goes wild and won EUR 1015 there. And this is what I want! You have credited me with my deposit of 30 euros. An absolute cheek
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3 years ago
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Addition: A complaint to the MGA is already out. A complaint has already been made at Gamblejoe to warn other players.
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3 years ago
We are extending the timer by 7 days. Nobody has replied to my messages so far. Let's hope that it is because of the holiday season.
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3 years ago
Hello Maik.
I am very sorry Maik, the Sugar Casino is non-responsive.
We need to wait for the MGA decision.
Please let me know when MGA will respond to you.
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3 years ago
Translation
Hi. The MGA replied saying that they were not responsible for it. But someone else. Accordingly, I gave up the case for myself. Thank you anyway for the trouble. I hope you note such cases here so that other people will not fall for this page.
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3 years ago
Hello Maik.
I think the MGA cannot deal with your complaint because Germany has now their own licensing authority which should handle the case.
The only problem is that this licensing authority (officially working from 1. July 2021) is still only on paper and the reality is that there is nowhere you can complaint)
Because there is nothing we can do in this situation (the casino is non-responsive) we are closing this complaint as unresolved.
