The player from Germany requested a withdrawal of 50 euros on 11/24/2024, which has not yet been received despite being notified that it was processed. After multiple communications with the casino, he receives varying explanations. Notably, his future sister-in-law is experiencing the same withdrawal issue with another casino.
Sugar Casino - Player's withdrawal is delayed.
Amount: €50
Sugar Casino
Safety Index:Above averageSafety Index
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6.6
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Case opened
Current status
Waiting for casino to reply
4d 8h 47m 35s
Case summary
3 days ago
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1 week ago
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Hello, I have the following problem. On 11/24/2024, I requested a withdrawal of 50 euros, which I won through 20 free spins. I then withdrew these 50 euros and received a notification that the money had been processed, and I've been waiting for it ever since. I have contacted the casino multiple times, and they keep giving different explanations, such as saying it's been paid, there's a technical problem, or that their department is handling it. Now here's the kicker, my future sister-in-law has the same issue with Simsinos Casino. It's exactly the same situation. She also won 50 euros through 20 free spins, withdrew it, and hasn’t received her money either. She also got an email saying it was processed, and they are telling her the same things. I really thought I had finally found a trustworthy casino 🙁
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1 week ago
Dear omibun6,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you made any deposits to this casino before?
Kindly send here the screenshots of the bonus you activated and played with, along with its specific terms and conditions.
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,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
Hello Veronika,
In some casinos there are often 20 free spins when new games come out. You then get an email. I have already made deposits and withdrawals there and have not had any problems so far. I am verified. I have done everything and I did get confirmation that the payment had been made, but when you look you can see that they cancelled the payment. My sister-in-law has the same problem, they say that they paid out the money but neither of us got it. Now they just keep us waiting. Different statements are made. My sister-in-law has the same thing with the simsinos casino. There too she is told the same thing as me.
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1 week ago
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There is the email that I received free spins
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1 week ago
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I have deposited and withdrawn money there, I am verified and I have adhered to everything. They claim that they have paid out the money, then suddenly there was a technical error and then the technical department contacted me. But nothing happens, they must know what happened and I am not the only one. It is very strange that it is also the case with my sister-in-law.
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4 days ago
Thank you very much, omibun6, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 days ago
Hello omibun6,
It's Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Sugar Casino to join the conversation.
Dear Sugar Casino,
I would appreciate it if you could clarify the reasons behind the unsuccessful withdrawals for the player. If there was a technical problem with the payment provider, has it been resolved? Additionally, could you suggest any alternative payment methods that are reliable and guaranteed to work for the player? Thank you for your assistance.
Sugar Casino has 4d 8h 47m 35s to reply
