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Hey! I requested a withdrawal 8 days ago and received an email then that I would verify myself and send in your document! I sent the documents they requested and now 8 days later they still have not verified me or paid my winnings. I have sent several emails and in the beginning they just said that I would be patient and that they will hear from me when it is ready but now I am totally ignored and they refuse to answer me by email or in the chat.

Hej! Jag begärde ett uttag för 8 dagar sen och fick ett mejl då att jag skulle verifiera mig och skicka ina document! Jag skickade dokumenten som dom efterfrågade och nu 8 dagar senare har dom fortfarande inte verifierat mig eller utbetalt min vinst. Jag har skickat flera mejl och i början sa dom bara att jag skulle ha tålamod och att dom hör av sig när det är klart men nu blir jag total ignorerad och dom vägrar svara mig på mejl eller i chatten.

Dear Madeleine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Dear Madeleine,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hello Madeleine,

We apologies for your disappointment here. However, account verification is mandatory. All the withdrawal gets processed once account is verified.

We have forwarded your documents to our relevant department for the verification. We will get back to you once your account gets verified or if we need any further documents to complete the verification process.

Your patience will be greatly appreciated Madeleine...!

Sweet Regards,

Sugar Casino.

Hello everyone,

Thank you very much Sugar Casino for your assistance.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.