Sugar Casino - プレイヤーが賞金を受け取れずにいます。

For weeks I've been trying to verify myself to receive my payout. Screenshots of Skrill card and Skrill account with outdated data are constantly requested. I have explained to support several times that I had my Skrill email address and card number changed last year because I was a victim of phishing. Nobody there seems to get it, I keep getting the KYC requests. The Gammix group is incompetent to the power of 10. The same goes for Woopwin. At Woopwin, the drama has been going on since July 16th, at Sugar Casino since July 20th.

Seit Wochen versuche ich mich zu verifizieren um meine Auszahlung zu erhalten. Es werden ständig Screenshots von Skrillkarte und Skrillaccount mit veralteten Daten angefordert. Ich habe dem Support etliche Male erklärt, dass ich letztes Jahr meine Skrill Mailadresse und auch die Kartennummer ändern lassen habe, weil ich Opfer von Phishing gewesen bin. Niemand scheint es dort zu begreifen, ich bekomme weiterhin die KYC Anfragen. Die Gammix Gruppe ist inkompetent hoch 10. Dasselbe gilt für Woopwin. Bei Woopwin zieht sich das Drama seit dem 16.7., bei Sugar Casino seit dem 20.7.

Dear autonym1,

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 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

Dear autonym1,

Have you received your withdrawal from the casino yet?

Unfortunately, nothing is still happening and the payout is still open.

During this time I already had several verifications in other online casinos, which went smoothly and also payouts.

The entire Gammix group keeps users stalling and demanding documents over and over again.

Leider tut sich nach wie vor nichts und die Auszahlung ist weiterhin offen.

In dieser Zeit hatte ich in anderen Online Casinos bereits mehrere Verifizierungen, die problemlos vonstatten gingen und auch Auszahlungen.

Die gesamte Gammix-Gruppe hält User so lange wie möglich hin und fordert immer und immer wieder erneut Dokumente.

Thank you very much for your reply, autonym1. Do I understand correctly that your account still hasn't been verified? Could you please advise which documents have you already provided?

As before, nothing is happening on the part of Gammix.

I uploaded all the required documents several times and kept getting new emails to verify myself. It's been a few days since my last contact, apparently no one cares about the documents. Instead, newsletters will continue to be sent to me and the payments are still pending and can be cancelled.

Nach wie vor tut sich nichts seitens Gammix.

Ich habe alle erforderlichen Dokumente etliche Male hochgeladen und bekam immer wieder neue Mails, mich zu verifizieren. Mein letzter Kontakt ist wieder einige Tage her, es kümmert sich anscheinend niemand um die Dokumente. Stattdessen werden weiterhin Newsletter an mich versendet und die Auszahlungen stehen weiterhin auf pending und sind stornierbar.

Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear autonym1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close 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.