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moin i won 600 euro i have been waiting for my payout since October 13th, 2021 the live chat can never be reached from the sugar casino and my email to support with the question of when i will receive my payout is not answered, greetings jannek nielsen

moin ich habe 600 euro gewonnen ich warte seit den 13.10.2021 auf meine auszahlung den live chat erreicht man von den sugar casino nie und auf meine email an den support mit der frage wann ich meine auszahlung erhalte wird nicht drauf geantwortet grüße jannek nielsen

Hello jannek,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward with the case.

Is this the first withdrawal request from the casino? Did you provide all the verification documents and is your account verified? Is the casino still in touch with you?

Please also forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you resolve this case.

Regards,

Nick

Casino.guru

hi this is my first payout i have sent all the documents to the email of the casino but it will not be processed further ... i have been waiting 7 days for my payout since the 13.10. greetings jannek

hi das ist meine erste auszahlung ich habe alle unterlagen an die email des casinos geschickt es wird aber nicht weiterbearbeitet...ich warte jetzt schon 7 tage auf meine auszahlung seit den 13.10 grüße jannek

Hello jannek,

In this case I would definitely recommend you to wait at least 7 more business days for the payment to arrive. We always recommend to everyone to wait at least 2 weeks after the withdrawal is processed as it may take much longer than a few days for the money to be sent. I'll set back the timer on you for now until the end of next week. In the meanwhile please let us know if the money would arrive or there would be any update regarding the case.

I reached the live chat and asked why I didn't want to receive the payment yet. The clerk wanted to check ... after waiting 10 minutes, she simply closed the chat .... Unfortunately, the casino doesn't respond to emails either

ich habe den live chat erreicht und habe gefragt wieso ich die auszahlung noch nicht erhalten wollte die bearbeiterin wollte das überprüfen...nach 10 minuten warten hat sie den chat einfach geschlossen....auf emails reagiert das casino leider auch nicht

moin 🙂 have now received the money, thanks for the help

moin 🙂 habe das geld nun erhalten danke für die hilfe

Dear jannek,

Thank you for letting us know that the money arrived, I'm glad to hear that. We will be now closing the complaint. Please keep in mind to always wait at least 2 weeks if you play in a new casino and requesting a payout as it takes a little time to be processed. Feel free to contact us if you will come across any other trouble in the futute, we will do our best to help you out.

Regards,

Nick

Casino.guru