The player from Germany had their bonus winnings cancelled due to bonus rules violation. The casino failed to respond and we were forced to close the complaint as 'unresolved'.
Sugar Casino - Player’s bonus winnings have been voided.
Black points: 368
Amount: €15,000
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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
Translation
I signed up at Sugar Casino and made use of the deposit bonus. After the bonus conditions were played through, I had a great streak of luck in the live casino and won over € 15,000.
Before paying out, I should submit my proof of identification, which I did. Then I received a message that my data had been checked and my account had been released for withdrawals.
Since the maximum payout amount was 3,000 / transaction, I paid out 5x 3,000.00.
A few hours later, I received an email that the withdrawals had been canceled and the funds had been removed from my account due to alleged bonus violations.
Nobody should play here who not only wants to win, but also wants their winnings to be paid out.
Automatic translation:
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3 years ago
Dear Zockerbrother,
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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?
Additionally, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela, thank you very much for your answer.
I have to say that the facts were already over a year ago and I have already filed a lawsuit with a German court.
I used the new customer bonus of 100% up to € 200 and also deposited the full € 200.
The casino's explanation was as follows, very succinctly:
"Unfortunately we have to inform you that your withdrawal request has been declined.
There has been a breach of our T&C while playing with a bonus. "
Apparently I accidentally played Jammin Jars and Razor Shark with bonus money, which unfortunately no software - as I was used to from other casinos - prevented me.
However, I only realized the profit in the live casino, which I only played after the entire wagering requirement had already been completed.
Automatic translation:
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3 years ago
We believe that restricted games for bonus play 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 while completing the bonus wagering.
Is there any chance that you have saved your game history? If yes, please forward it to petronela.k@casino.guru.
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3 years ago
Translation
Everything else is just as unfair to the player as possible.
Especially since the conditions are so confusing and sometimes misleading. To say that there was no calculation would be very naive. Casinos want players to fall into the trap of not paying winnings.
I sent you an email with more information.
Maybe you still have an idea.
Automatic translation:
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3 years ago
Thank you very much, Zockerbrother, for your email. One last thing please, before we'll contact the casino, have you saved your game history in Excel format?
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3 years ago
Thank you very much, Zockerbrother, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Zockerbrother!
I will take care of your complaint from now on and I'd also like to invite representatives of Sugar Casino into this complaint in order to help us resolve the issue.
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3 years ago
Hello Zockerbrother!
I have managed to contact one of the representatives from Sugar Casino, however they did not respond to the complaint yet. It seems they are evaluating the situation at this point, so I am anticipating an answer soon.
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3 years ago
Unfortunately, we haven’t received any further response from the casino regarding the issue, therefore we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
