The player from Australia has been accused of breaching terms by placing a single bet greater than €4. Therefore, his winnings were confiscated.
Sugar Casino - Player’s winnings from bonus have been cancelled.
Black points: 30
Amount: €1,200
Sugar Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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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4 years ago
Translation
Hello My payment in the amount of 600 euros was canceled as well as all the money of about 600 euros that I still had in the account are gone. Reason of the provider: I should have exceeded the limit of 4 euros. Although I never play that high. All at most for 3 euros, and that is rather rare. Although I do not understand that the first payment of the same bonus went through, but the second one was canceled. I checked the course of the game. I had never bet more than 4 euros. I'm really angry with this dubious casino.
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4 years ago
Dear Max,
Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, 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."
Are you aware of placing a single bet higher than the maximum allowed? Could you please forward your game history to my email address: petronela.k@casino.guru and specify which exact bonus you have played? I hope, we will be able to help you with this case as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Hello thanks for your help, I have now looked at the entire course. Then I noticed that I bought free spins. Does it count towards a bet for a round?
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4 years ago
Dear Max,
Thank you very much for your reply. Could you please advise if any bonus has been active before you purchased an in-game bonus feature? Could you please specify how many spins were included in the package?
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4 years ago
Translation
Good Morning. Yes I think the 2 100% bonus was no longer active. Since I just deposited 50 euros and got 50 euros as a bonus. In the game there are always different numbers of free spins when buying the free spins function, there could have been 14
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4 years ago
Max, is there any relevant communication between you and the casino which could be forwarded to my email address petronela.k@casino.guru?
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4 years ago
Translation
Not really. I have already forwarded what you sent me as a reason.
I could still send you the entire game process from the deposit of the 50 euros. But it takes a while because I have to take a screenshot every time.
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4 years ago
Thank you very much Max for your quick reply. I will now transfer your complaint to my colleague Jozef 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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4 years ago
Hello Max.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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4 years ago
We would like to ask the Sugar Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
Dear Max.
We have just recently been contacted by the casino representative about a different issue. I want to give it one more try and I am extending the timer by 7 days.
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4 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Max.
The last option which can help your case is to file an official complaint at the licensing authority of the casino (Malta). Please, contact me if you require assistance with it.
Best regards, Jozef
Casino.Guru
jozef.k@casino.guru
