HomeComplaintsSugar Casino - The player struggles to verify.

Sugar Casino - The player struggles to verify.

Amount: €150

Sugar Casino
Safety Index:Above average
Submitted: 02 Feb 2022 | Resolved : 15 Feb 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

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.

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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!!!

Automatic translation:
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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...

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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...

Automatic translation:
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2 years ago

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still pending still no verification… more then 14 days now

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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.

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2 years ago
Translation

The process can be closed. The money was transferred today. Thanks for the help!!

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2 years ago

Thank you CasinoDino for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble in the future again.

Regards,

Nick

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