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.
Sugar Casino - Player’s withdrawal has been delayed.
Amount: €800
Sugar Casino
Safety Index:Above averageSafety Index
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6.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
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:
Public
Public
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
Public
Public
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:
Public
Public
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.
