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I have problems getting the money paid out while my account has been suspended for almost 2 months now.

they just ask me to wait for an email and that they are working on the case.

have been waiting almost 2 months since the first email. Now have them all paper then just 4-5 weeks ago, but nothing happens anyway 🙁

jag har problem med att få pengarna utbetalt samtidigt som mitt konto är avstängt sedan nästan 2 månader tillbaka.

dem ber mig bara vänta på ett email och att dem jobbar på ärendet.

har väntat snart 2 månader sen första mejlet. nu har dem alla papper sen nästan 4-5 veckor sedan men händer änd¨å inget 🙁

Dear elias,

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 how long ago you have opened your account and why it got suspended? Have you passed the KYC verification in the past?

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. However, two months is an extensively long period of time.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hey! I have probably played since May 2020, but would make the first withdrawal now, casino cooperates well but nothing happens in the matter

Hej! Jag har nog spelat sen maj 2020, men skulle göra första uttaget nu, casino samarbetar bra men det händer ingenting i ärendet

Could you please advise why your account got suspended?

Hi, they need to verify this. But they have all the documents they need since 3-4 weeks ago ..

Hej, dem ska verifiera det. Men dem har alla document som dem behöver sedan 3-4 veckor sedan..

Hey!

yes they would verify my account and needed documents.

I have now sent in all the documents they needed but still nothing happens in almost 3-4 weeks ..

Hej!

ja dem skulle verifiera mitt konto och behövde dokument.

jag har nu skickat in alla dokument dem behövde men ändå så händer ingenting på snart 3-4 veckor..

Thank you very much, elias, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Elias!

From now on, I will take care of your complaint. I would like to ask Sugar Casino to join this conversation in order to help us resolve the issue.

Hi, my account has been opened now, now all that remains is to get the money paid out, we'll see.

Hej, mitt konto har öppnats nu, nu kvarstår endast att få pengarna utbetalt, vi får se.

Hello Elias!

I am delighted to see, that your account is opened. I would like to ask you to inform us on how the withdrawal process will fare.

Looking forward to hearing from you.

Hello Elias!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.