The player's withdrawal is delayed even thou the payment was already processed. The complaint was resolved as the player received his money.
Sugar Casino - The player's withdrawal is 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
2 years ago
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2 years ago
Translation
Hello,
I have a big problem with Sugar Casino.
I won €800 after wagering with the 100% bonus and paid out on 3/19/22.
then a long process with various verifications began.
weekly a new verification method was imposed on me.
I have met all the conditions and my account has been verified.
on April 7th, 2022 my payout was allegedly transferred via Trustly.
however, this payment did not arrive by Monday, April 11, 2022.
I contacted the chat, which answered relatively quickly and wanted to make me know that there would probably be a problem with the payment provider, because the payout was allegedly carried out by the casino.
I have been asked to provide my bank statements from 3/19/4/11/22 so they can see that I did not receive the money.
I did that too.
I received an email that the documents would be checked again and that I would receive an email.
as far as the status today.
I think this is once again a mere stalling tactic on the part of the casino to rob me of my honestly earned winnings.
Can you help me?
Thanks in advance
Guido G****
pS: I am sending some emails and chat logs as an attachment.
Edited by a Casino Guru admin
Automatic translation:
Public
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2 years ago
Hello Primus.011,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sugar Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if the casino sent you any kind of confirmation of the payment? Was this your first ever withdrawal process? Is your account currently fully verified or was there any other documents requested since?
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
Thank you for your reply.
to your questions:
Yes, I was already informed on April 7th. A confirmation was sent by email that the money was said to be on the way.
it was my first withdrawal and the account is fully verified.
I also received this confirmation from the casino.
I've taken screenshots of these proving it all.
somehow the page hangs when I try to send you the screenshots in this email.
but I can email them to you
Automatic translation:
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2 years ago
Hello Primus.011,
We are sorry for your disappointment. As we could see that we have already processed your withdrawal from our side on 07.04.2022.
We request you to help us with the bank statement from 19.03.2022 to till date in PDF format to investigate the issue with our relevant team. Please send your bank statement on support@hd.sugarcasino.com
We are awaiting for your reply.
Sweet Regards,
Sugar Casino.
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2 years ago
Translation
The bank statements were already on 11.4. 22 without gaps from 19.3.-11.4.22 to the above email address.
check your emails.
think that would help and also greatly improve transparency towards their players.
The fact is that the field has not arrived on my account until today.
Guido Graja
Automatic translation:
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2 years ago
Hello Primus.011,
We apologize for the issue. The transaction was not processed due to trustly payment method issue. We have credited back your money to your casino account.
We request you to use an alternative method which is wiretransfer to withdraw the money.
Please do not hesitate to contact us if you need any help on this.
Sweet Regards,
Sugar Casino.
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2 years ago
Translation
I have just ordered a bank transfer of 800€.
I hope that this will be processed as quickly as possible and that I don't have to wait weeks again.
If you no longer use Trustly, this should also be communicated quickly to your players so that the complaints stop in the future and you have more players who give you their hard-earned money again.
Automatic translation:
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2 years ago
Hello Primus.011,
Please keep us updated regarding the withdrawal and let us know if it would arrive. I will set back the timer to you until then.
Regards,
Nick
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2 years ago
Hello Primus.011,
We apologies for the issue that you had faced and thank you for your cooperation.
We have processed your withdrawal on 21.04.2022 from our side. The bank transfer normally takes 1-7 business working days to credit the money to your bank account.
Please confirm us once you receive the money.
Sweet Regards,
Sugar Casino.
