Sugar Casino Support and Complaints Thread

Hi Folks!

My name is Andrea and I'm the official representative for the newest Sugar Casino.
I'm available to assist and walk you through the sweetest online casino on the planet.
At Sugar Casino we really want to hear from you so any questions, suggestions or feedback are more than welcome.

Have a great time everyone!

Andrea

Welcome aboard Andrea, we are happy to have you here 

welcome on board

Welcome Andrea 

Thank you all for the warm Welcome!

Welcome to the forum Andrea, I hope you have a good time 

Welcome to the LCB forum Andrea ,have a great time.

Welcome Andrea hope you have a great time here 

Welcome to the best forum ever! Thanks for being here to assist our wonderful members:)

why did the casino cease to work today?

As far as I see the casino website works fine. Did you try to log in/ register? Did you get any emails from them? 

I have been registered there for a long time and made deposits and withdrawl

Now, when I try to go to the site, written:

"Sorry
You are not allowed to play from your jurisdiction."

Yesterday everything worked fine.

I tried to come from ip (hotspot shield in browser) German, English, Singaporean, Russian, Swedish. nothing came of it.

they are related to wegowin.com - there is the same problem, they write the same. but there I have withdrawl is 200 euros.

I see. Okay, we'll get in touch with them and ask if they have changed the restricted countries recently.Please also provide me with your casino username we can ask if there is an issue with your account. 

thanks, send that in p.m.

money received. but go to the site does not come out: (

That's great!

We emailed the casino as soon as we got some news, we'll let you know. 

Hi,sugarcasino the worst casino on the market made a payout of 200€ now they ask me for a copy of my visa card which has already expired for 6 months luckily i still have it.let's see what happens now.

Hello sigi,

Each document must be valid. 

Can you please send us your Casino username via private message, so that we can get in touch with Casino Representative.

Hi sigi,

We are still waiting for your account details to be able to help you. Please PM me so we can reach out to Casino Representative.

Hi,why is not get the whithdrawl. I whithdrawl 200 Euro to neteller. the money still there.i send Prof of adresse bankstattment.why tis tak so long.account sigi

Hi  sigi,

Thank you for sharing your login details with us. We will contact Casino Representative in order to resolve this issue. Keep you posted.

Hi  sigi,

Casino Representative get back to us, and this is what he said:
 

"I've gone through this player's account. The player's account verification is under progress, the player has to provide the payment method of the following credit card (458514******2946) in order to complete the verification process.

The player has already received a link for the same on 14.10.2022 at 18:02CET!  Please inform the player to upload the requested documents as quickly as possible."

Hi,The link ist no open,the wrote.

Hello Zygmunt,

Thanks for your email,

I have  requested a new link for you. Soon you should receive it. 

Please do not hesitate to contact us via email 24/7 or via live chat active everyday from 10h00 until 23h00 CET if you need any further assistance!

Best regards,

Sugar Casino

• Replied by
• sigi
• at Oct 20, 22, 03:10:47 AM
•  Sr.Newbie 17
• online

Hi,The link ist no open,the wrote.

Hello Zygmunt,

Thanks for your email,

I have  requested a new link for you. Soon you should receive it. 

Please do not hesitate to contact us via email 24/7 or via live chat active everyday from 10h00 until 23h00 CET if you need any further assistance!

Best regards,

Sugar Casino.I not get the link please help for get the link.username sigi.thanks

Hello sigi,

We will forward this message to Casino Representative, and we will back to you when we get the update. Please keep you posted.

Hi.I don't get any reply from sugar casino.I sent them an email.maybe you can do something?Greetings sigi.Dear Sir or Madam. When I opened the casino account with you, I verified myself with you. Why this problem now? Since the KYC link is not open, I cannot send you any documents. Please open the link. I am sending attached them the documents by e-mail. Kind regards.z.j.Bialek

Hello sigi,

As we said, we are doing our best to help you with this issue. We will send a reminder email to Casino in hopes that we will get the update. Keep an eye on this thread.

Hi,I Thing the very stupid.Hello Zygmunt, 

Hi, BERKS.I think someone has now understood that I need a new link. Greetings sigi.They wrote.Hello Zygmunt , 

Thank you for your email,

As per your request a new link for payment method will be sent to you shortly 

Please upload the requested documents when you receive the link 

Please do not hesitate to contact us via email 24/7 or via live chat between 10h00 CET and 23h00 CET for any further assistance.

Warm Regards,

SugarCasino  

Hi,this is the orginal message. 

Hi.this is the message

Hi.i get the New link.And I send all the Documents. thanks

I'm just wondering why they want an expired credit card for verification. thanks

Hello sigi,

We are so glad that you get a new link for verification. We will mark this case as RESOLVED.

hi, i hope that everything is ok now. we will let you know if everything went well, verification of documents and payment. greetings sigi

Hi, they have now accepted my documents. now i am waiting for payment.thanks

Hi.Withdrawal made money is in my bank account.Thanks for your help

Hello sigi,

We are so happy that all of your concerns are resolved. Thanks for updating us. Enjoy your winnings 

Hi, I have a problem with sugar casino again. I won 500 euros and now they ask for a KYC credit card again with all the data, I sent them everything. now wait how long it takes again. greeting sigi

Hello sigi,

We will notify Casino Representative about the withdrawal, and will let you know once we get a response. Please keep an eye on this thread.

Hi,I get E-Mail from sugarcasino.com 

Thank you for your email.

We confirm the reception of your documents via the requested link. 

The document verification can take up to 48 working hours maximum (out of weekends) depending on the workload of our relevant department which will send an email to you as soon as they are done with the verification.

If this deadline is exceeded, please inform us and we will do our best to make the process move on correctly.

Please do not hesitate to contact us via email 24/7 or via live chat between 10h00 CET and 23h00 CET for any further assistance.

Warm Regards,

Sugar Casino.

Hello sigi,

This is a really encouraging news. Please let us know when it's done.

Hi,sugarcasino sent me an email. here is the reply

Hey sigi,

So good news. Hopefully you will be able to play regularly and to enjoy your further entertainment.Thansk for the update.

Hi, got my money from sugarcasino. I think the casino will get better and that on sunday. Greetings Sigi

Great news sigi! Thanks for letting us know. 

We will mark this case as Resolved.

Hey I have a complaint about sugar casino. They wont pay out my winnings to me. I won €2311 from the welcome bonus and 6 weeks after the win they emailed saying I participated in a “manipulative strategy” to take advantage of the bonus. I haven’t done anything of the sorts. I have racked my brain and can’t think how they have come to this conclusion. I just played a slot that I like to play. Ive told them their accusations are wrong and asked for proof as I think they are wrong, I just got a reply from them saying this-

‘As stated in our Terms and Conditions, if we suspect that you are engaged in suspicious activities when using the Website, or in breach of this Agreement we may freeze or terminate your account or cancel any stakes at our absolute discretion.

Kindly note that if you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, suspend, or close your Account, or withhold payment of your winnings and apply such funds on account of any damages due by you.

For your peace of mind, each transaction that you make with us is recorded ensuring a complete audit trail in the unlikely event of a dispute. 

All of our accounts are open to external review by Independent Auditors should the need arise.

We understand the importance of a guarantee of fair gaming online and we would like to explain how this is achieved.

Hope this answers your concern matter.

Hello Triffic8888,

Sorry to hear that you have such an issue with this brand. Could you please send us your Casino Username via private message so we can check with Casino Rep what is happening with your account and the withdrawal?

Thank you in advance.

Hello Triffic8888,

We are still waiting for your credentials. Please send us  via private message to be able to help you.

Thank you.

Sorry for the delay. Ill send it now.