The player's winnings were capped for an unknown reason. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Sugar Casino - Withdrawal of player's winnings was delayed.
Black points: 183
Amount: €1,600
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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello. The day before yesterday I submitted a withdrawal request. I was informed that it had been reduced and that I would be paid out. After that I had made a profit of €1600 with the €150. Now they say that they only want to pay out €50 although they already promised me in the previous email that everything was fine. There was no bonus either. I have screenshots for everything and will now give this to the police and file a complaint if this has not been clarified. Originally, a payment from 200€ 50 deducted. I can deal with that, but the fact that I continued to play without a bonus with the remaining 150€ and had earned a profit of 1600€, and now at the end only 50€ should be paid out, I find cheeky. I think I'm definitely not afraid to go to the police. At some point it's enough!!!
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1 year ago
Dear Keks,
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
I find it very striking that the payment only works via Paysafe!
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1 year ago
Translation
The day before yesterday they deducted 50 from the 200€ that I wanted to pay out, that's also what the email says. I could have the 150 paid out to me. I just turned the 150€ into 1600€ sue if necessary!
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1 year ago
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After consultation with my legal counsel, the ad will now go out on Monday! Because they reduced your first payment from €200 to €150 and confirmed this by email. Can't they simply reduce the €1,600 they earned to €50. That's simple Fraud. And we will now pursue this criminally!
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1 year ago
Thank you for your reply, Keks. Do I understand correctly that the casino reduced your winnings twice?
Have you accumulated your initial winnings with or without an active bonus? If yes, could you please advise which bonus you activated?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Correct. During the first payout, my balance was "adjusted" from €200 to €150, after which I received an email from the casino saying that I could pay out 150. I didn't do this, and with the remaining €150 a balance of €1600 earned. This without another bonus. Well. Will you try to bypass the first email and reduce the total profit that I earned from the €150, which was already checked and confirmed for payment, down to €50 in the end. You can't simply earn €1550 after winning deduct because they don't like it. Then the first payment would have been reduced to 50 and not to 150! This is fraud and I will report it. I will now make the process public with all the screenshots I have on ALL portals for casino exploitations! !! This is seriously dubious what is going on here.!!!
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1 year ago
Thank you very much, Keks, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi Keks,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Sugar Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Translation
To make that clear. I will not rest until this is clarified. Just knowing that you are not based in Germany does not mean that your license is not at risk
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1 year ago
Hi Keks,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the EADR Ltd, an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
