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Sugar - Casino ignoring me and my account with them

Ruling

Found for the Player - Despite our repeated efforts to contact Sugar Casino to discuss this issue the operator has refused to discuss this issue.

Read our Sugar Casino Review.

Player's Complaint

I registered on this casino late in 2019.

I deposited played and won 1357.2 and I tried to withdraw it from my account.

I was asked to send verification documents, which I did and I waited...

I waited hoping to see the money arrive in my bank account but it never did.

I tried logging back in to check what was wrong and I wasn't able to. I tried changing my password and still I was not able to get into my account.

After a while I managed to get a chat agent on the line and he told me that my account was closed because the risk team needs to check it.

I asked him why it had been months and they had not checked it yet but he wasn't able to answer.

Since then I emailed them twice bother times were a month apart and they gave me the exact same answer.

How is it possible that a casino needs Several months simply to check my account... I don't think it is, I believe they are simply ignoring me without the intention of helping me.

I want to mention again that I have submitted everything they asked me to, and yet they are still "checking" the account.

Please help me find out what is really going on and why they are doing this. People need to be made aware that this situation can happen to them if they choose to sign up and play at this casino. They gladly take your deposit money but when it comes times for a withdrawal they take months to "check" your account.

Read the casino review

3 Responses

ThePOGG
May 26, 2020

Hi propwins26 - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

ThePOGG
June 5, 2020

Hi propwins26, Unfortunately the operator have informed us that they will not discuss this complaint with our service. All we can suggest at this is that you contact the operator's regulator the MGA. Alternatively, if you wish to consider legal action you could contact GreenTableLegal.com who we understand offer a no win, no fee service that specialises on the remote gambling market. Sorry we could not be of more help! ThePOGG Sorry we could not be of more help! ThePOGG

propwins26
June 11, 2020

I got a response from Greentable, and they said for the value of the claim their service would't be affordable, do you have any other suggestions?

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Agreement

propwins26 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Sugar
  • Malta Gaming Authority
  • Curacao eGaming
  • Gammix STS B.V.

May 26, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.