The player from Germany won from bonus but the winnings were reduced to an incorrect amount. The player was allowed to withdraw the correct amount in the end.
Sugar Casino - Player's winnings were reduced.
Amount: €150
Sugar Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, on April 1st, 2023 I earned over €500 with the free spins "Game of the week". Sugar Casino then reduced my balance to €50 after requesting a payout ID 40200695, which is not correct. According to the bonus conditions, the "Game of the week" is €150.
please refer.
2.9.4 The maximum win you can earn from the Game of the Week! accumulate and withdraw is 150 EUR (or equivalent in another currency)
Sugar Casino refuses and refers to 2.9.4.
I hope Sugar Casino finally reads their own bonus conditions and corrects my balance to €150.
Best regards
Christian
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1 year ago
Dear Paulausdemeck,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sugar Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly the promotion requires you to deposit your funds in order to receive the bonus? Could you please share with us a screenshot of your recent bonus history? Is your withdrawal currently pending in your account or was it canceled?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas,
many thanks for your response.
In order to receive the free spins for the "Game of the Week" on Saturday, you must have made a deposit during the week.
With the profit from these free spins, I wanted to withdraw €500 after the conditions were met. This payout was then canceled and my balance reduced to €50. These €50 are now also available as credit. However, in my opinion, these €50 are not correct because according to the bonus conditions 2.9.4. €150 is the maximum that can be paid out in the "Game of the Week". But the chat keeps pointing to 2.1.4 which is not correct.
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1 year ago
Would you be able to share with us your bonus history, showing the bonus you redeemed was the "Game of the Week"? Either post it here or send it to my email at tomas@casino.guru
I'll await your reply.
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1 year ago
Translation
Hello Tomas,
Sugarcasino has meanwhile quietly increased my balance to €150. Let's see if the payout works now. Thank you very much and best regards
Christian
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1 year ago
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The 150€ arrived in my bank account today. So it can be closed. Thank you again
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1 year ago
Dear Paulausdemeck,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
