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.
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.
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.
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
Am 2021-04-06 wurden auf sugarcasino.com 20 Euro mit einem 100% Bonus eingezahlt, somit hatte ich 40€ zum spielen. Nach ca. 2 Stunden Spielzeit hatte ich den Wager erledigt und konnte dank Shimmering Woods, Frozen Gems und Perfect Gems(Spiele) 800€ auszahlen. Nun seit dem Tag an dem ich es ausgezahlt habe ist es in Bearbeitung. Heute ist der 2021-04-26 und es ist immernoch in Bearbeitung.
Der Live Chat teilte mir mit Dokumente zur Verifizierung seien erstmal nicht notwendig und falls doch bekomme ich eine E Mail von der Security Abteilung.
Außerdem kann ich den Geschäftsbedingungen von sugarcasino entnehmen, ich zitiere:
"4.9. Die Zeit, bis die Auszahlung abgeschlossen ist, kann aufgrund von Umständen variieren, aber ein Auszahlungsversuch sollte innerhalb von 2 Tagen genehmigt oder abgelehnt werden. Ein Spieler muss über die Gründe für eine Verzögerung informiert werden, wenn die Zeit bis zum Eintreffen des Geldes auf dem Spielerkonto 10 Tage überschreitet."
Damit verstößt sugarcasino.com gegen ihre eigenen AGBS?
Ich habe immer gedacht, dass MGA Casinos vertrauenswürdig sind.
Könnt ihr mir helfen, an mein Geld zu kommen, oder muss ich mich an die EADR Ltd(lt. Malta Gaming Authority) wenden?
Danke
Alexo1998
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
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
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
Hallo Petronela,
habe über den Zahlungsdienst Trustly eingezahlt und auch ausgezahlt.
Richtig, der Betrag befindet sich unter den Ausstehenden Zahlungen und ist in Bearbeitung.
Es handelt sich um mein Konto, eine Verifizierung ist erstmal nicht notwendig, aber weitere Informationen würde ich per E-Mail erhalten.
Ich denke, Sie haben Recht. Ich werde erstmal abwarten
Danke, dass Sie sich Zeit genommen haben - ich werde weiter berichten.
Grüße
Alexo1998
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.
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.
I will now try to contact the casino and let them know about your issue.
I will now try to contact the casino and let them know about your issue.
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
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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