Sugar Casino - Hráč se snaží vybrat své výhry.

I already had a verified account and a few smaller selections behind me. At that time I lived and worked in Germany, where I also had a permanent residence. One day I asked for a larger sample (€ 600) and unbelievable things started to happen. Delayed game, suddenly it was necessary to re-verify an already verified account. Support was unable to answer the question why I need to re-verify my account. After some time when I lost the money to be withdrawn, my account was blocked. I log in to the casino but no game can be started. My complaint is why I had to re-verify the already verified account here. (proper KYC verification took place). After the account was frozen, I spent quite a long time chatting (ignoring my person by the chat staff and waiting in line for a few queues, I finally managed to retrieve the email address to send the documents. I did so and have not received any message and bill since The date of sending the documents took place around the end of August 2021. Since then, I have changed my country of residence and I do not miss playing at the Sugar Casino.

Měl jsem již ověřený účet a za sebou pár menších výběrů.V tě době jsem žil a pracoval v Německu, kde jsem měl i trvale bydliště Jednoho dne jsem požádal o větší vyběr (600€)a začali se dít neskutečne věci. Hra na zdržování, najednou byl potřeba znovu ověřit již jednou ověřený účet. Podpora nebyla schopna odpovědět na otázku proč musím znovu ověřit svůj účet. Po nějaké době kdy jsem peníze určené na výběr prohrál bylo konto zablokováno. Do kasina se přihlásim ale nelze spustit žádná hra. Moje stížnost je proč sem musel znovu již ověřený učet znovu ověřovat. (proběhlo řádné KYC ověření). Po té co byl účet zmrazen jsem strávil poměrně dlouhou dobu na chatu (ignorováním moji osoby obsluhou chatu i nekolikahodinove čekání ve frontě, se mi konečně podařilo znovu získat emailovou adresu na zaslání dokumentů. To jsem provedl a od té doby jsem neobdržel žádnou zprávu a účet je samozřejmě stale zmrazen. Datum zaslání dokumentů proběhlo asi na konci měsíce srpen 2021.Od te doby jsem již změnil zemi bydliště a nijak mě nechybí hraní v kasinu Sugar. Teď momentálně mám skoro stejně problémy s kasinem Bizzo. POKORNÝ ALEŠ

Dear zetorbrno73,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. Even if your account has been successfully verified, when your payment method or any of your personal information changes, you need to undergo the verification again.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

This is not taken as a complaint but rather a warning to others. The fact that I lost the money to be picked up is just my stupid thing rather I might need help with the casino bizzo.

To není brány ani jako stížnost spíš varování pro ostatní. To že jsem prohrál peníze určené k výběru je jen moje blbost spíš bych možná potřeboval pomoc s kasinem bizzo.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.

PS: Please submit a new complaint for Bizzo Casino.