The player from Germany has been accused of breaching bonus terms by placing a single bet greater than €4. Therefore, his winnings were confiscated. We rejected the complaint because the player didn't respond to our messages and questions.
Sugar Casino - Player’s winnings from bonus have been cancelled.
Amount: €3,000
Sugar Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello, I would like to point out to other players on the way that this page tries everything because players with bonus credits try to have fun.
In advance, I would like to say that I have violated the conditions and that it is my fault.
Aaaaaber 4 € Max bet? No clues that you are playing too high? You are not allowed to play the most popular games on the market and you don't get any clues here ?!
With serious sites you get a message if you play too high. Here the money is withdrawn after the attempted payment and you do not receive an email or anything else that has happened.
Only when asked do I get the same simple answer 3 times.
You have violated the bonus requirement. Without going into details you will be handled here.
Automatic translation:
Public
Public
4 years ago
Dear Florian,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:
"Maximum bet is 4€ during an active Bonus on a players account. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.
If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.
Florian, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is petronela.k@casino.guru. Thank you in advance for your reply.
Best regards, Petronela
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