Sugar Casino - Играчът твърди, че плащането към него е забавено.

Verification is required for withdrawals. I've done this several times now [easily 10 times], but it keeps saying "do it again!" In the chat, I'm repeatedly told that my account isn't verified.

I've taken pictures each time to verify it's been verified! Without this verification, however, the payout won't be processed.

Es wird eine Verifizierung benötigt für die Auszahlung, diese wurde nun mehrfach gemacht [ locker 10 mal] immer wieder steht aber nun da erneut machen! Im Chat wird mir immer wieder gesagt das mein Konto nicht verifiziert ist.

Habe nun aber jedesmal Bilder gemacht das es verifiziert ist! Ohne diese Verifizierung wird die Auszahlung aber nicht bearbeitet.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Okay, thank you very much. Unfortunately, Sugarcasino.com says I have to complete the verification first before my withdrawal will be processed. I asked again in live chat today. I told the agent again that I had completed the verification several times, but unfortunately, they told me I hadn't.

Ok vielen lieben Dank. Sugarcasino.com sagt halt leider das ich erst die Verifizierung machen muss und dann wird meine Auszahlung bearbeitet🙁 habe heute nochmals im Live-Chat nachgefragt🙁 habe dem Mitarbeiter nochmals mitgeteilt das ich die Verifizierung mehrfach gemacht habe aber leider sagte man mir das ich es nicht gemacht habe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika