Sugar Casino - Os ganhos do jogador com bônus foram cancelados.

Hello My payment in the amount of 600 euros was canceled as well as all the money of about 600 euros that I still had in the account are gone. Reason of the provider: I should have exceeded the limit of 4 euros. Although I never play that high. All at most for 3 euros, and that is rather rare. Although I do not understand that the first payment of the same bonus went through, but the second one was canceled. I checked the course of the game. I had never bet more than 4 euros. I'm really angry with this dubious casino.

Hallo Meine Auszahlung in Höhe von 600 Euro wurde storniert genauso wie das gesamte Geld von ca. 600 Euro die ich noch auf dem Konto hatte sind auch weg. Begründung des Anbieters: Ich soll die Einsatzgrenze von 4 Euro überschritten haben. Obwohl ich nie so hoch spiele. Aller höchstens mal auf 3 Euro, und das ist eher selten. Wobei ich nicht verstehe das die erste Auszahlung des gleichen Bonuses durch gegangen ist, die zweite aber storniert wurde. Habe den Spielverlauf kontrolliert. Kein Einziges Mal hatte ich mehr wie 4 Euro gesetzt. Bin richtig böse auf dieses unseriöse Casino.

Dear Max,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found:

"Maximum bet is 4€ during an active Bonus on a players account. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."

Are you aware of placing a single bet higher than the maximum allowed? Could you please forward your game history to my email address: petronela.k@casino.guru and specify which exact bonus you have played? I hope, we will be able to help you with this case as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello thanks for your help, I have now looked at the entire course. Then I noticed that I bought free spins. Does it count towards a bet for a round?

Guten Tag danke für Ihre Hilfe, ich habe jetzt den gesamten Verlauf angeschaut. Da ist mir aufgefallen das ich mir Freispiele gekauft habe. Zählt es auch zu einem Einsatz für eine Runde?

In the game Barbarians Fury

Bei dem Spiel Barbaren Fury

Dear Max,

Thank you very much for your reply. Could you please advise if any bonus has been active before you purchased an in-game bonus feature? Could you please specify how many spins were included in the package? 

Good Morning. Yes I think the 2 100% bonus was no longer active. Since I just deposited 50 euros and got 50 euros as a bonus. In the game there are always different numbers of free spins when buying the free spins function, there could have been 14

Guten Morgen. Ja ich denke der 2 100% Bonus war nicht mehr Aktiv. Da ich gerade mal 50 Euro Eingezahlt habe und 50 Euro als Bonus bekommen habe. Bei dem Spiel sind es beim Kauf der Freispiele Funktion immer unterschiedlich viele Free spins könnten 14 gewesen sein

Max, is there any relevant communication between you and the casino which could be forwarded to my email address petronela.k@casino.guru? 

Not really. I have already forwarded what you sent me as a reason.

I could still send you the entire game process from the deposit of the 50 euros. But it takes a while because I have to take a screenshot every time.

Eigentlich nicht. Das was sie mir als Begründung zu geschickt haben, habe ich schon an sie weitergeleitet.

Ich könnte Ihnen noch den gesamten Spielverlauf ab der Einzahlung der 50 Euro zu schicken. Dauert aber etwas da ich jedesmal einen Screenshot machen muss.

Thank you very much Max for your quick reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks a lot

Vielen Dank

Hello Max.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Sugar 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 Max.

We have just recently been contacted by the casino representative about a different issue. I want to give it one more try and I am extending the timer by 7 days.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Max.

The last option which can help your case is to file an official complaint at the licensing authority of the casino (Malta). Please, contact me if you require assistance with it.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru