HomeComplaintsSugar Casino - Player’s withdrawal has been delayed.

Sugar Casino - Player’s withdrawal has been delayed.

Amount: €1

Sugar Casino
Safety Index:Above average
Submitted: 11 Feb 2022 | Case closed : 28 Feb 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany requested a withdrawal a few days ago, but it’s been pending since. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hi there,

I confirmed a withdrawal a week ago, still nothing happened and the live support have been telling me the same since day 1 that the finance department has been dealing with.


It can't be, I didn't play with a bonus or anything else, I deposited normally and won accordingly, and they just don't want to process my withdrawal???

Automatic translation:
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2 years ago

Dear Claudia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

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2 years ago
Translation

I know, but there really isn't anything from them, not even a reasonable answer from support

Automatic translation:
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2 years ago

Dear tmmmck2,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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