Sugar Casino - Os ganhos do jogador foram confiscados.

I deposited more than 2500€ with paysefecard I won 2400€ But they told me that I could not make a withdrawal because Italy is rejected as a country on this casino. Ricardo that I was in Germany when I played, won and/or requested a withdrawal

Ho depositato piu di 2500€ con paysefecard ho vinto 2400€ Pero mi hanno detto che non potevo fare prelievo perche Italia e respinta come paese su questo casino. Ricardo che mi Trovavo in Germania quando o giocato,vinto e o chiesto il prelievo

Dear Alin22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which country you chose during the registration? Which country is listed in your official identity documents?

Do I understand correctly that you live in Italy, but you spent a short amount of time in Germany? Did you create your account while staying in Germany?

Thank you in advance for your reply.

Best regards,

Kristina

For euros in Germany, I can also send you photos and messages with withdrawal

that or tried

Și euro în Germania,vi posso mandare anche le foto e ii mesagii con prelievo

che o provato

Thank you for your reply, Alin22. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Country Italy Roman citizen,și was in Germany. However, the citizenship on the account automatically went to Andorra even if I chose Romania

Paese Italia citadinaza romana,și ero in Germania. Pero a citadinaza sul accont e andatta in automatico Andorra anche se io o selto Romania

So you created an account with the wrong country. Is that correct?

Dear Alin22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I created it wrong but they did it automatically

Și ho creato sbaliato pero mi hanno fatto loro in automatico

I am sorry, but you as a player are responsible to create your account with complete and correct information. If your country wasn't on the list, it means that players from this country are not allowed to create accounts. It doesn't mean that you can create an account with a different country, even if it was chosen by the system automatically based on your current location. You would never have a chance to verify your account when you use incorrect personal details.

By creating an account with incorrect details you breached this rule from General T&Cs:

"  2. General Rights and Obligations & Account

    ...

    2.2. It is your sole responsibility to ensure that the information you provide is true, complete and correct."

Unfortunately, we are not able to help you in this case. I am sure you understand the casino is not to blame here and we cannot penalize it as it did nothing wrong. I can only recommend that you always create accounts from your own country and always fill out the registration form with the correct personal information.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.