The player from Austria has been experiencing difficulties withdrawing their funds. Subsequently, all the funds were played and lost. We rejected this complaint as the funds have been played before we could intervene.
Sugar Casino - Player has been struggling to withdraw their winnings.
Amount: ??
Sugar Casino
Safety Index:Above averageSafety Index
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6.6
Sugar Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I already had a verified account and a few smaller selections behind me. At that time I lived and worked in Germany, where I also had a permanent residence. One day I asked for a larger sample (€ 600) and unbelievable things started to happen. Delayed game, suddenly it was necessary to re-verify an already verified account. Support was unable to answer the question why I need to re-verify my account. After some time when I lost the money to be withdrawn, my account was blocked. I log in to the casino but no game can be started. My complaint is why I had to re-verify the already verified account here. (proper KYC verification took place). After the account was frozen, I spent quite a long time chatting (ignoring my person by the chat staff and waiting in line for a few queues, I finally managed to retrieve the email address to send the documents. I did so and have not received any message and bill since The date of sending the documents took place around the end of August 2021. Since then, I have changed my country of residence and I do not miss playing at the Sugar Casino.
Automatic translation:
Public
Public
2 years ago
Dear zetorbrno73,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. Even if your account has been successfully verified, when your payment method or any of your personal information changes, you need to undergo the verification again.
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
2 years ago
Translation
This is not taken as a complaint but rather a warning to others. The fact that I lost the money to be picked up is just my stupid thing rather I might need help with the casino bizzo.
Automatic translation:
Public
Public
2 years ago
I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.
PS: Please submit a new complaint for Bizzo Casino.
