The player from Lower Saxony has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Sugar Casino - Player’s winnings haven’t been received yet.
Amount: €60
Sugar Casino
Safety Index:Above averageSafety Index
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6.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
For weeks I've been trying to verify myself to receive my payout. Screenshots of Skrill card and Skrill account with outdated data are constantly requested. I have explained to support several times that I had my Skrill email address and card number changed last year because I was a victim of phishing. Nobody there seems to get it, I keep getting the KYC requests. The Gammix group is incompetent to the power of 10. The same goes for Woopwin. At Woopwin, the drama has been going on since July 16th, at Sugar Casino since July 20th.
Automatic translation:
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2 years ago
Dear autonym1,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
Unfortunately, nothing is still happening and the payout is still open.
During this time I already had several verifications in other online casinos, which went smoothly and also payouts.
The entire Gammix group keeps users stalling and demanding documents over and over again.
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2 years ago
Thank you very much for your reply, autonym1. Do I understand correctly that your account still hasn't been verified? Could you please advise which documents have you already provided?
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2 years ago
Translation
As before, nothing is happening on the part of Gammix.
I uploaded all the required documents several times and kept getting new emails to verify myself. It's been a few days since my last contact, apparently no one cares about the documents. Instead, newsletters will continue to be sent to me and the payments are still pending and can be cancelled.
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2 years ago
Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
