Sugar Casino - 플레이어의 상금 철회가 지연되었습니다.

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!!!

 Guten Tag.Vorgestern hatte ich einen Auszahlungsantrag gestellt.Bei diesem wurde mir mitgeteilt dass dieser reduziert wurde und ich ihn ausbezahlt bekomme.Danach hatte ich mit den 150€ einen Gewinn von 1600€ erzielt.Jetzt sagen sie dass sie nur noch 50€ ausbezahlen möchten obwohl sie mir bereits bei der vorherigen Mail zugesagt haben dass alles in Ordnung sei.Es gab auch keinen Bonus Ich habe für alles Screenshots und werde das jetzt an die Polizei geben und eine Anzeige veranlassen wenn dies nicht geklärt wurde.Ursprünglich wurden aus einer Auszahlung von 200€ 50 abgezogen.Damit komm ich zurecht,aber dass ich ohne Bonus mit den verbliebenen 150€ weiter gespielt habe und einen Gewinn erspielt hatte von 1600€,und jetzt am Ende gar nur noch 50€ ausbezahlt werden sollen ,finde ich frech.Ich scheue mich definitiv nicht zur Polizei zu gehen.Irgrndwann reicht es auch Mal!!!

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

I find it very striking that the payment only works via Paysafe!

Ich finde es sehr auffällig dass die Auszahlung nur per Paysafe funktioniert!

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!

Sie haben vorgestern bei den 200€ die ich auszahlen wollte 50 abgezogen,so steht es auch in der Email.Ich könne mir die 150 auszahlen lassen.Ich habe lediglich aus den 150€ 1600€ gemacht.Und das ohne erfundenen Bonus!Diese werde ich auch notfalls einklagen!

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!

Anzeige geht nun nach Absprache mit meinem Rechtsbeistand am Montag raus!Da sie dir erste Zahlung von 200€ auf 150€ reduziert haben,und diese auch per Mail bestätigt haben.Können sie nicht einfach die erspielten 1600€ auf 50€ reduzieren.Das ist schlichtweg Betrug.Und diesem werden wir jetzt strafrechtlich nachgehen!

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.

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.!!!

Richtig.Bei der Ersten Auszahlung wurde mein Guthaben von 200€ auf 150€ ,,angepasst,, danach habe ich vom Casino eine Email dafür bekommen dass ich 150 auszahlen kann.Dies habe ich nicht getan,und mit den verbliebenen 150€ ein Guthaben von 1600€ erspielt.Dies ohne einen Weiteren Bonus.Nun. Wird versucht sie erste Email zu umgehen,und den Gesamten Gewinn den ich aus den 150€ erspielt habe,der ja bereits geprüft und zur Auszahlung bestätigt war,auf 50€ am Ende runter zu reduzieren.Sie können nicht einfach nach einem erspielten Gewinn 1550€ abziehen weil es ihnen nicht passt.Dann wäre bereits die erste Auszahlung auf 50 reduziert worden und nicht auf 150!Das ist Betrug und wird von mir Angezeigt.Ich werde jetzt den Vorgang mit allen Screenshots die ich habe auf ALLEN Portalen für Casinoverwertungen öffentlich machen!!!Das ist ernsthaft unseriös was hier abläuft.!!!

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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.  

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.

Thank you very much

Dankeschön

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.

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

Um das klar zu stellen.Ich werde keine Ruhe geben bis das geklärt ist.Nur wei ihr sitz nicht in Deutschland ist heißt das nicht dass ihre Lizens nicht gefährdet ist.Das verläuft nicht einfach im Sande wie bei ,,all,, den andern

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