The player struggles to verify as there are no options to do it. The complaint was resolved as the player verified himself and withdrew his money.
Sugar Casino - The player struggles to verify.
Amount: €150
Sugar Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.6
Sugar Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I finally got live support yesterday after trying for over 6 days.
They said I had received an email that I had to verify myself, so far so good, I know that from other sites.
I just never got that email!
When I asked if you could please send the email again because I hadn't received one, Live Support said: that's not possible.
This means I have no way of verifying myself and therefore no chance of receiving my payout!!!
Withdraw pending since 27 January
I'm expecting to finally get the mail with the instructions on how to verify myself and what you need, and then a timely payout as well!!!
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2 years ago
Hello CasinoDino,
Thank you very much for contacting us 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 there is any possibility to upload your verification documents directly on the page or it could be done only through support? Did you use any bonus to accumulate your current balance? Did the casino explain why can't you send your documents in mail?
Please forward any relevant conversation or screenshots to nikolas.b@casino.guru.
Also please note that if it's your first withdrawal, it might take up to 14 days after finishing the verification to receive your winnings so it might still take a while to finish the whole process.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
I have now sent the email and my documents to the casino.
for now we can only wait.
Best regards
French
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2 years ago
Dear CasinoDino,
I will now set the timer back to you for 7 days. Please let us know in case there would be any update regarding the verification.
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2 years ago
Translation
Hello Nick,
the casino told me the verification would be completed within 48h, now it's 4 days and still no information for me...
Not being able to process such a small amount within 10 days is extremely borderline.
I would definitely give this casino a warning ⚠️ until all these open cases are resolved!
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2 years ago
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I would now really like to ask a responsible person from the casino to take a stand. Still no response or payout received. I'm really shocked by this casino...
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2 years ago
Dear CasinoDino,
Still only 2 days passed so I would recommend you to just give it a little more time. As mentioned above, the verification may take up to 14 days. If they won't verify or update your withdrawal status until the end of week, we will intervene.
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2 years ago
Translation
Of course we can do that, I just think the service is very bad.
Live support kept me on the line for 30 minutes only to kick me out when I said I was extremely dissatisfied with the service. Suddenly the woman from Live Support couldn't find any more verification documents either, although it was the same lady who told me two days earlier that it was already in progress.
I am completely ignored via email... I mean of course we can wait but I don't see any possibility for a solution without pressure. In the same time, I signed up on another site, verified and even received my payout. By the way, that was 4x as much as in this casino…
I've been playing extremely regularly for more than 5 years now and am registered at over 100 casinos. I've actually only had such bad service once before, it's not that I don't know my way around...
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2 years ago
Hello again CasinoDino,
I can understand your frustration. I can assure you that we experience much worse cases on weekly base. We will definitely get in touch with them if they would ignore you after the recommended period.
