Sugar Casino - Player’s winnings from promotional play have been voided.

I deposited funds with sugar casino, met all wagering, won $370 USD and put forward our request to make a withdrawal. This is the second time we have played with them. Last week we won $100 USD which we claimed and it was paid immediately to the credit card we used to deposit. So we were confident they were a legitimate casino. 

However when we checked out withdrawal process, it had been canceled. Eventually we managed to speak to someone via online chat who told us there was a breach and that we had made a bet of 4€ plus. We advised them that the highest bet made was 80c however they then advised that we would not get the funds back. When we checked our account all betting information for the day they claimed we made the €4 plus bets has been removed and they’ve not provided any evidence to verify their claim.

Once we had requested the withdrawal. We made two more deposits, no bonuses were used and we lost both amounts. I’m not sure if that matters but wanted to be open.

Dear Samantha,

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.

However, if you are not aware of breaching the maximum bet rule, we will try our best to help you. Do I understand it correctly, that you game history has been deleted? Please could you forward your existing game history with the heading (so we can see what is bet and what is balance, which is not clear from the screenshot you provided) together with a link of the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru. Additionally, could you forward any relevant communication between you and the casino? I would like to see how they described the reason for confiscating your winnings.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Samantha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.