A post by ‘Torsten4Real‘ in the Complaints section on AskGamblers.com set the scene back in December. The player had gambled on Sugar Casino for around 6 months and found themselves more than €130,000 in the hole.
A sticky predicament, until the player hit a running win and clawed back around €30,000. A day later, the account was frozen, and Torsten4Real was emailed asking for additional ID verification due to a ‘high deposit.’ As the player themselves explained, no extra deposit had been made, and they were simply using their existing winnings to gamble with.
After making a ‘source of wealth‘ declaration by providing paychecks and other paperwork, Torsten4Real’s Sugar Casino account was closed down.
A Long Wait for Winnings
Despite receiving no warning from the gambling site, Sugar Casino then posted on the AskGamblers.com assuring that they were ‘currently reviewing all details‘ with their compliance team.
Christmas came and went, with the unfortunate player unable to spend his winnings during the festive season. On Christmas Eve, Sugar Casino finally concluded the case by stating they had ‘concerns about [Torsten4Real’s] level of gambling,’ as well as issues over whether the player was ‘able to continue to support [gambling] financially.’
Sugar Casino refunded the outstanding balance to the player’s bank account and closed the casino account.
A week or so after the Torsten4Real case, an almost identical situation arose, again concerning Sugar Casino. A Swedish player known as ‘Superzero95‘ posted a complaint after winning €10,000 on the site. Sugar Casino banned the player and promised to resolve any ‘source of wealth‘ issues within 24 hours. This request came despite Superzero95 assuring the casino that bets had been made with existing winnings, not new deposits.
The checks were finally completed in early January. Again, Sugar Casino said that it had ‘detected…strong signs of gambling addiction, which Sugar Casino, being an MGA licensed casino and truly committed to the health of our customers, treats with absolute preoccupation and care.’ The player’s winnings were refunded to his gambling account, and his Sugar Casino account was closed.
Luckily, after significant delays, both players received their winnings, but their accounts were closed for good. The cases may also prevent them from opening future accounts with other online casinos. Of course, Torsten4Real still found himself short of the original €130,000 that he lost on the site.