Sugar Casino - Le vincite del giocatore sono state limitate.

Hello, I've been playing at this casino for a while and I've never had any problems there.

After the casino sent me a bonus by email offering, among other things, 90 free spins for my next deposit, I took advantage of the offer and made a deposit.

I didn't make any profits with Raw and Bonus Money, so I was left with the 90 free spins that were divided into 3 days of 30 free spins each.

On the 2nd day of the free spins I was lucky and was able to pay out €150 according to the terms and conditions.

After 2 days I received an email that my payout was canceled and the €150 was reduced to €50. The reason for this is that the free spins come from a non-deposit, which is definitely not the case. I have attached the banner for the deposit and a chat history as screenshots.

I hope for your help and thank you scjonmal in advance for your time and effort. 🙂

Kind regards

Hallo, ich Spiele schon etwas länger auf diesem Casino und hab bis jetzt auch noch nie Probleme dort gehabt.

Nachdem mir das Casino einen Bonus per Email geschickt hat indem unter anderen aich 90 Freispiele für meine nächste Einzahlung angeboten wurden, hab ich das Angebot wahr genommen und eingezahlt.

Mit Raw und Bonus Geld hab ich keine Gewinne erzielt, also blieben mir noch die 90 Freispiele die aufgeteilt auf 3 Tage zu je 30 Freispielen war.

Am 2 Tag der Freispiele hab ich etwas Glück gehabt und konnte Laut AGB 150€ in Auszahlung in auftrag geben.

Nach 2 Tagen erhielt ich eine Email das meine Auszahlung abgebrochen wurde und die 150€ auf 50€ reduziert wurden. Grund dafür sei das die Freispiele aus einer NICHt Einzahlung stammen was ja definitiv nicht der Fall ist. Den Banner zu der Einzahlung und einen Chat Verlauf habe ich als Screenshots beigefügt.

Ich hoffe auf ihre Hilfe und danke scjonmal im Voraus für ihre Zeit und Mühe. 🙂

Mfg

Dear FlashFX,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent the screenshots via email.

Kind regards

Ich habe die Screenshots per Email geschickt.

mfg

Thank you very much, FlashFX, for your email. Do I understand correctly that you activated a 500% match bonus + 9 FS?

Was the balance for the match bonus and the one for FS separated in your casino account?

I have checked the general bonus terms and conditions and this is what I found (here):

 1.14. When playing an active bonus, your funds will be used in the following order: Funds required to trigger the bonus, Bonus funds and Any remaining funds.

Is there any chance that you could forward your entire game history from your bonus game session?

Hello, the deposit made the full amount available, min/max €10 deposit = €60 + 30 free spins each for the following 3 days

I don't know if I can see the gameplay, I'll check it out.

Kind regards

Hallo, durch die Einzahlung stand der volle Betrag zur Verfügung, min/max 10€ Deposit = 60€ + für die folgenden 3 Tage jeweils 30 Freispiele

Ob ich den Spielverlauf sehen kann weiß ich nicht, ich werds mal abchecken.

mfg

@petronela

I wrote you an email

Kind regards

@Petronela

Ich habe Ihnen eine Email geschrieben

mfg

Thank you, Marc, for your email.

I have checked the general terms and conditions once again, and this is what I found (here):

2.1. Free Spin Bonus

      ...

      2.1.4. For Free Spins offered without a deposit requirement, the maximum amount of winnings that can be withdrawn is 50 EUR (or the equivalent in any other currency)

      2.1.5. Other free spins with deposit requirements that are not in the Welcome bonus have a maximum possible payout of 150 EUR (or the equivalent in any other currency), with exception for free spins from a campaign or offer, where the rules for the specific campaign applies. 

      2.1.6. For Free Spins that is in the Game of the Week max possible payout is 150 EUR (or the equivalent in any other currency).

Since your Free Spins were part of the Deposit Bonus and it wasn't Welcome Bonus, we believe that the maximum cashout of €150 should be applied, instead of €50.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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 for your work @Petronela 🙋🏼‍♂️

Danke, für ihre Arbeit @Petronela 🙋🏼‍♂️

Hello, FlashFX,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Sugar Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Sugar Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been reduced? Can the casino look at his game history, investigate the issue, and inform us about the outcome?

Thank you in advance for providing the information.

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.

Dear FlashFX,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. It is a good licensing authority and has better options and tools to help players. Alternatively, it is also possible to file a complaint to Alternative Dispute Resolution - EADR.

In case of any questions, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru

Greetings all,

After receiving an update from the player, the complaint was reopened and reclassified to 'resolved'.

Thank you very much, FlashFX, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru