Sugar Casino - Выигрыш игрока конфискован.

Hello,

I was refused payment.

because I violated the bonus terms and conditions.

I wasn't aware of this, I was concentrating on not exceeding the maximum stake of 4 euros per bet.

I was able to play the games as part of the bonus without any problems.

if this is not desired then you should solve it on the part of the software!

Attached is a screenshot of the email

hallo,

mir wurde die Auszahlung verweigert.

da ich gegen die Bonusbedigungen verstoßen habe.

Mir war dies nicht bewusst ich hatte mich darauf konzentriert nicht über den max. einsatz von 4 Euro pro Wette zu gehen.

das Spielen der Spiele war mir im Rahmen des Bonus aber ohne Probleme möglich.

wenn dieses nicht gewünscht ist dann sollte man das seitens der Software lösen!!

im Anhang ein Screenshot der Mail

Dear isabert,

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

Thank you for your reply,

then I may have expressed myself wrong.

The payment has already been rejected because I am said to have violated the bonus conditions

Danke für Ihre Antwort,

dann habe ich mich eventuell etwas falsch ausgedrückt.

Die Auszahlung wurde bereits abgelehnt da ich gegen die Bonus Bedingungen verstoßen haben soll

Thank you for your reply, isabert. Have you been informed which term has been violated? 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.

I have forwarded the email to them

ich habe ihnen die Email weitergeleitet

I see that you have been accused of playing a restricted game while having an active bonus. Could you please advise which bonus you activated? If possible, please post here a link to the offer you redeemed.

a so-called welcome bonus part 3.

unfortunately there is no longer a link to it.

ed were 100 percent on the deposit amount

einen sogenannten Willkommensbonus part 3.

leider gibt es da keinen Link mehr zu.

ed waren 100 prozent auf die Einzahlungssumme

Thank you very much isabert for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear isabert,

I’m sorry to hear that your bonus winnings were voided. I’ll contact the casino and try my best to resolve the issue.

 

I would like to invite the representatives of Sugar Casino to join this conversation.

Dear casino team,

Firstly, I would like to note that we understand that your approach in this situation isn’t anything out of the ordinary in the industry, however, in Casino Guru, we believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment would be that restrictions are implemented on the casino’s side so there's no chance for players to break them by accident. It’s really not hard to implement a feature that would lock all restricted games in player accounts with an active bonus.

With that being said, despite the fact that isabert breached the Bonus T&C by playing a restricted game, we believe that unless there’s a reason to believe that the player gained an unfair advantage thanks to the breach, her winnings should be paid out. After all, this situation could have been avoided by a simple action on the casino’s end.

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’.

Dear isabert,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘Unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as ‘Unresolved’ will at least negatively influence the casino's rating and other players can read about your experience in our review.

As explained earlier, based on our belief that this particular breach should have been prevented by an action on the casino’s end, we’re classifying this complaint as ‘Against fair gambling’.

The casino can reopen this complaint anytime.