Sugar - Ignored gambling problems
Hello! My name is [EDIT] and i have a big problem with one of sites Sugar .
In 2017 i sent a email to sugarcasino explaining my gambling problems. They did not respond to this but i know emails sometimes dont reach the endpoint. Regardless of this i sent them another email in 2018 about my gambling problems. The answer i got then was the following:
Translated from swedish
Hi [EDIT],
We are sorry to hear that you feel this way and that you have played even though you have gambling problems.
>If you log in to your account and go to the checkout, here are the selection limits where you can limit your gambling.
Since you have now contacted us on this matter, we will close your account.
Regarding repayment, we unfortunately cannot help you in this case since you have not previously reported this to us. If you read through our Terms & Conditions, it is clear that it is your responsibility to tell and not open an account if you have such problems. Unfortunately, we are unable to take any action unless you notify us of the issue.
Now that you have notified us, we will close your account as we take gambling problems very seriously at Sugar Casino.
Sincerely,
Sugar Casino
This was recived was on 5 of april 2018. The account that was blocked was with the following information
[EDIT]
Now in 2020 i just tried to login to this account [EDIT] on sugarcasino, it worked. The account was not blocked as they said it would. Since I have gambling problems i lost over 2800euro in a couple of hours. Since this account should have been blocked i told them that this was not okej since they did not block my account like they said.
After being in contact with them they now accuse me of having dublicated accounts. After Chatting with them about this they said the following:
Me: Hello 14:21
Me: Want to make something clear here, if you can help me14:21
[EDIT]: Hello, Welcome to our Live Chat. How can I help you?14:22
Me: Me: Want to make something clear here, if you can help me14:22
Me: I did log-in to my account [EDIT] yesterday. I deposited more then 2800euro into my account. When this account should have been closed down in 2018 for gambling problems this is not okej, since im not getting any answers from you guys i will not upload a complaint on askgamblers and contact gammix and MGA.14:23
Me: I have a email from you guys were you say that my account is now closed down for gambling problems and you take gamblingproblems very seriusly. After this i thought my account was blocked. In 2020 i just tried to login on this account [EDIT], and it worked. And like i said I lost over 2800euro for this. My account should have been closed/blocked for gambling problems in 2018! Why dident you block me?14:25
Lucia: i can see our department has answered to you14:25
Me: Yes and i dont understand the answer14:25
Me: Explain the answere please14:25
[EDIT]: according our T&C is forbidden create multiple account14:26
Me: I have not created any dubblicated accounts. How could i create a account with all the same information like the old one that you should have closed???14:26
Me: so you mean [EDIT] is a dublicated account?14:26
Me: The account that you should have closed down? :S14:26
[EDIT]: yes with your email i find 2 accounts14:28
Me: yes one on locowin14:28
Me: locowin 14:28
Me: Not here14:28
Lucia: here in sugar you have 2 accounts14:29
Me: No14:31
Me: omg14:31
Me: Tell me the usernames of them ?14:31
Me: [EDIT] and [EDIT]?14:31
Lucia: yes same username14:31
Me: hahah? How is that possible?14:31
Me: I have one accoutn on locowin with [EDIT]14:31
Me: I cant have 2 account with the same username, email, phone, address. Are you for real?14:32
Me: My username wiht [EDIT] and all the information should have been blocked for gambling problems!14:33
[EDIT]: i dont know what you did, but you have created 2 accounts and this is forbidden14:34
Me: ...... With the same username?14:35
Me: omg14:35
Me: This is going up on askgamblers and im now contacting gammix for this14:35
Me: This chat i saved14:35
[EDIT]: you have an email from department14:36
Me: So you mean i can right now create a account with the username [EDIT]?14:36
Me: That just say that i have dublicated accounts, that i dont have14:36
Me: I have one account at locowin that is [EDIT] and one here that is [EDIT]14:37
Me: and this one on sugarcasino should be blocked for gambling problems14:37
[EDIT]: your account was blocked for gambling problem so why you have created another account14:39
Me: I HAVE NOT!14:40
Me: I just tried to login on [EDIT] here and it worked14:40
Me: How the hell could i create a new account if the account [EDIT] was closed for gambling problems?14:40
Me: So you mean i created a new account with [EDIT]?14:41
Me: Im sending a email to gammix now14:42
[EDIT]: Is there anything else you were wondering?
They are saying that I have created a new account with all the same information and username as the account that should have been blocked for gambling problems. This is false accusation, why should I have done that. And for the other reason, how would this be possible if now the username [EDIT], [EDIT] and all my information have been blocked for gambling problems.
This is a bad casino that dont take gambling problems seriously.
The only thing i can think of were they say I have dublicated account is that i have a account on Locowin casino with the name [EDIT]. But this is another casino, in the t&c regarding responsible gambling it even says that a block would only effect one casino. So that is not dublicated accounts
I want you to look into this, otherwise i will in a couple of days upload a complaint on askgamblers and contact MGA.
After finding out this, i did contact the chat again the next day because i did know that the thing with dublicated accounts was incorrect, this is the answer i got in the chat [EDIT]
Thanks for you understanding!
Best Regards [EDIT]
