HomeComplaintsSugar Casino - Player’s withdrawal has been delayed.

Sugar Casino - Player’s withdrawal has been delayed.

Amount: €800

Sugar Casino
Safety Index:Above average
Submitted: 26 Apr 2021 | Resolved : 05 May 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Germany has requested a withdrawal three weeks ago. It has been pending since. The complaint was resolved as the player recived his winnings.

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3 years ago
Translation

On 2021-04-06, 20 euros were deposited with a 100% bonus on sugarcasino.com, so I had 40 euros to play with. After about 2 hours of play, I had done the wager and was able to pay out € 800 thanks to Shimmering Woods, Frozen Gems and Perfect Gems (games). It's been in progress since the day I paid it out. Today is 2021-04-26 and it is still in progress.

The live chat informed me that documents for verification are not necessary at first and if they do I get an email from the security department.


I can also refer to the terms and conditions of sugarcasino, I quote:


"4.9. The time to complete the withdrawal may vary due to circumstances, but an attempt to withdraw should be approved or denied within 2 days. A player must be informed of the reasons for the delay when the time to the arrival of the Money in the player account exceeds 10 days. "


Is sugarcasino.com in breach of your own terms and conditions?


I always thought MGA casinos were trustworthy.


Can you help me to get my money or do I have to contact EADR Ltd (according to Malta Gaming Authority)?


thanks

Alexo1998

Automatic translation:
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3 years ago

Dear Alexo1998,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

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3 years ago
Translation

Hello Petronela,


I deposited and also paid out via the Trustly payment service.

That's right, the amount is under Pending Payments and is being processed.

This is my account, verification is not necessary at first, but I would receive further information by email.


I think you are right. I will first wait


Thank you for taking your time - I'll keep reporting.


greetings

Alexo1998


Automatic translation:
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3 years ago

Thank you very much, Alexo1998, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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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3 years ago

I will now try to contact the casino and let them know about your issue.

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3 years ago
Translation

Just received the payment confirmation. The case can be closed.

Thanks for your help!


Automatic translation:
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3 years ago

Dear Alexo,

Thank you for letting us know that your issue has been resolved. We will be closing the complaint now as resolved. Do not hesitate to contact us if you will come across any other trouble in the future.

Best regards,

Nick

Casino.guru

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