The player from Bavaria has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Sugar Casino - Withdrawal of player's winnings has been delayed.
Amount: €3,500
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
1 year ago
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1 year ago
Translation
I requested two withdrawals from SugarCasino of the Gammix Group on 10/17/2022.
1) 2500,-
2) 1000,-
Played with real money, I do not accept bonuses.
A KYC procedure was then initiated, which is not unusual.
From this point on it becomes unbelievable. I have now received 9 e-mails requesting further data after each proof submitted.
The proof requirements are sent to me in pieces, not all at once.
First:
Identity -> ID picture sent
Address -> Invoices sent
2 days later - SugarCasino asked for proof of bank account and I sent it to you.
1 day later - Bank statements requested by SugarCasino - I sent bank statements, but blacked out private information such as my insurance.
Bank statements were rejected because information was blacked out
1 day later - individual pages of the bank statements submitted without being redacted - rejected again because my name would not be visible. The Iban and the date are clearly visible.
Discussion with support about the required data: Comply or don't get paid. A bank card as proof will not be accepted.
Unredacted excerpts submitted for one month.
Another day later, the second month is asked. I also submitted this with gnashing of teeth.
Since then no answer. The chat about this was ended by the casino site.
I would like to receive my money from the casino but this keeps getting delayed.
They want all my data, no request is too absurd for SugarCasino. And you still have a lot of time. I would like to emphasize that I have made all the data available, even if a court order would be required for them in my home country.
Automatic translation:
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1 year ago
Dear Ery2555,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
So far there has been no change in the situation.
However, there is further evidence that SugarCasino is either unwilling or unable to pay out.
I also have accounts at other Gammix Casinos - these clearly state "You are verified by another casino on the Gammix License".
On further chat requests they didn't want to give me any answers or even periods of time.
At this point I would like to warn everyone again that something is amiss here, since massive personal documents are being requested (including all conceivable undarkened documents that have nothing to do with the origin of the funds and identification) and the whole thing is of course massively staggered around the time span to stretch.
I have already received several 10,000 euros from Gammix - even 3k from Sugar. Obviously something has changed here.
I have never experienced such a verification process, but I have already done a few because I bet larger sums.
Is it advisable to open an additional MGA case now?
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1 year ago
Translation
After I informed the casino about the complaint here, no information was given at first.
On Sunday I received an email that my account is now verified (although the week before the information was that the verification team only works on weekdays).
This morning I received an e-mail that my payouts have been processed - the money has not yet been booked despite the instant transfer being selected.
I'm curious when the credit will actually take place. On the whole, the matter remains highly dubious and totally untimely.
I hope that no further activities are necessary and that the topic is over.
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1 year ago
Translation
The casino has now paid, and I have received the money. The case can be closed. I think a complaint here has certainly brought some "speed" to the matter.
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1 year ago
Awesome news, Ery2555. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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