Sugar Casino - Player’s account has been blocked and audited.

Dear Polo201212,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you have redeemed any promotional offer when placing your last deposit? If you wish to forward any relevant communication or supporting evidence, my email address is petronela.k@casino.guru.

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I'll send you an email with the data and screenshots, thank you!

Thank you very much, Polo201212, for the forwarded emails. I can see that the last obstacle in verifying your account was the Proof of Income. Could you please confirm that you have submitted all the requested documents?

Hello, I have submitted all the evidence, including the bills to customers for 3 months, bank statements for 3 months, passport, telephone bills, electricity bills, etc., that's all I do and I wonder whether it is even legal to ask for customer bills? Contradicts data protection! In addition, I had about 100,000 € credit on my account or more ..... what more could you want?

After several requests to support whether everything was available, there was never an answer!

Thanks!

I would be happy to send you the documents a second time, if it helps?

Thank you very much, Polo201212, for providing all the necessary information. No need to send any personal documents to Casino.Guru as of now.

I will now transfer your complaint to my colleague Peter 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.

Hi Polo201212,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Sugar Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Sugar Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Polo201212,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter