The player's withdrawal is delayed for 4 days. The complaint was resolved as the withdrawal arrived to the player's account.
Sugar Casino - The player's withdrawal is delayed.
Amount: €600
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
moin i won 600 euro i have been waiting for my payout since October 13th, 2021 the live chat can never be reached from the sugar casino and my email to support with the question of when i will receive my payout is not answered, greetings jannek nielsen
Automatic translation:
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2 years ago
Hello jannek,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward with the case.
Is this the first withdrawal request from the casino? Did you provide all the verification documents and is your account verified? Is the casino still in touch with you?
Please also 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 resolve this case.
Regards,
Nick
Casino.guru
Public
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2 years ago
Translation
hi this is my first payout i have sent all the documents to the email of the casino but it will not be processed further ... i have been waiting 7 days for my payout since the 13.10. greetings jannek
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2 years ago
Hello jannek,
In this case I would definitely recommend you to wait at least 7 more business days for the payment to arrive. We always recommend to everyone to wait at least 2 weeks after the withdrawal is processed as it may take much longer than a few days for the money to be sent. I'll set back the timer on you for now until the end of next week. In the meanwhile please let us know if the money would arrive or there would be any update regarding the case.
Public
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2 years ago
Translation
I reached the live chat and asked why I didn't want to receive the payment yet. The clerk wanted to check ... after waiting 10 minutes, she simply closed the chat .... Unfortunately, the casino doesn't respond to emails either
Automatic translation:
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2 years ago
Translation
moin 🙂 have now received the money, thanks for the help
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2 years ago
Dear jannek,
Thank you for letting us know that the money arrived, I'm glad to hear that. We will be now closing the complaint. Please keep in mind to always wait at least 2 weeks if you play in a new casino and requesting a payout as it takes a little time to be processed. Feel free to contact us if you will come across any other trouble in the futute, we will do our best to help you out.
Regards,
Nick
Casino.guru
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