Sugar Casino - El reintegro del jugador se ha retrasado.

On February 10th and February 11th, I submitted a payment request for EUR 2,000.00, i.e. a total of 4,000.00. The casino has not even processed this despite the almost daily urge.

Ich habe am 10 und am 11.2 jeweils einen Auszahlungsantrag über EUR 2.000,— also in Summe 4.000,— gestellt. Das Casino hat diese trotz nunmehr fast täglicher Urgenz noch nicht mal bearbeitet.

Dear Lena_7180,

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

OK thank you. Tomorrow it will be exactly 14 days since I requested the payouts. My account is fully verified. Let's wait and see what happens

Ok, vielen Dank. Morgen sind es dann genau 14 Tagen, seitdem ich die Auszahlungen beantragt habe. Mein Konto ist vollständig verifiziert. Warten wir mal, was sich tut

Hello, is there any news? Thanks

Hallo, gibt es Neuigkeiten? Danke

Dear Lena_7180,

Have you received your withdrawal from the casino yet?

No, the application has not yet been processed once. Thanks and LG

Nein, der Antrag wurde noch nicht ein Mal bearbeitet. Danke und LG

fyi — I'm fully verified

fyi — ich bin vollständig verifiziert

the payment is still being processed

die Zahlung wird noch immer bearbeitet

Thank you for your reply, Lena_7180. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that the current status of your withdrawal request is "in progress"?

Hello, no I have never fixed anything at Sugar Casino. I never play with a bonus to avoid such scenarios.

Correct, it is in progress or "in process"

Hallo, nein ich habe bei Sugar Casino noch nie etwas behoben. Mit Bonus spiele ich nie, um eben solche Szenarien zu vermeiden.

Richtig, es steht in Bearbeitung bzw „in process"

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I always get the same answer that my case is being worked on

Hallo, ich bekomme immer dieselbe Antwort, nämlich, dass an meinem Fall gearbeitet wird

the payout is still not processed

die Auszahlung ist immer noch nicht bearbeitet

Thank you very much, Lena_7180, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Lena_7180!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Hello, so the casino didn't get in touch? OK, if in doubt I'll sue. It's a shame what happened there. Your rating is still too positive. Apparently scammers

Hallo, also hat sich das Casino nicht gemeldet? OK, im Zweifel werde ich dann klagen. Ist ja eine Frechheit was da passiert. Eure Bewertung ist noch viel zu positiv. Sind scheinbar Betrüger

Still don't have my money. These are clearly scammers. I will now inform the prosecutor in Malta and file a complaint in AUT

Habe mein Geld noch immer nicht. Das sind klar Betrüger. Ich werde jetzt in Malta den Staatsanwalt informieren und in AUT Klage einreichen

Still nothing. I wonder why they have a license

Noch immer nichts. Ich wundere mich, warum die eine Lizenz haben

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the EADR Ltd – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (info.mga@mga.org.mt/https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team

We have decided to reopen this complaint and change the status to "resolved". Player informed us through the e-mail that they had received their funds.