The player's verification is delayed as the casino requesting more and more documents. The complaint was resolved after the player has been successfully verified and received her withdrawal from the casino.
Sugar Casino - The player's verification is delayed.
Amount: €2,500
Sugar Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have sent in documents but they are never satisfied. I can not account for all deposits in my account and they do not accept that I write to them that it is winnings from other casinos, my own credits and my salary.
I have closed my accounts at the other casinos so I can not fix a screenshot of approved withdrawals from them.
I have sent my bank statements from the months they want.
they go back to December 2020, which I think is very strange.
what should I do????? by the way, my account is closed by them
Automatic translation:
Public
Public
2 years ago
Hello Anneli,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sugar Casino. Allow me to ask you a few more question before we would try to contact the casino with your case.
How long is the verification going on? Did the casino mention that they do not accept the documents or did they just request new ones? Did you use any bonus in this specific casino or it was all real money balance?
Please send forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolving your complaint.
Best regards,
Nick
Casino.guru
Public
Public
2 years ago
Translation
I have not used bonus money,
I requested my withdrawal on 21/8 and have been trying ever since to be verified by them.
kind regards Anneli Karlsson
Automatic translation:
Public
Public
2 years ago
Translation
Hey!
I am very happy today because sugar casino has paid out my 2500 euros and opened my account again.
thanks for the help.
do you think you dare to continue playing at their casino?
Anneli
Automatic translation:
Public
Public
2 years ago
Dear Anneli,
As your account is now verified, it should be now faster next time when you withdraw. However, it is only up to you whether you prefer to stay or play in a different casino. We will be now closing the complaint as resolved.
Thank you very much again for contacting us and do not hesitate to write us anytime you will come across any trouble with a casino.
Best regards,
Nick
Casino.guru
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