Sugarcasino let me play even though i Selfexcluded

[thenor1313]

Im really upset about this and dont know what to do, Kim refered me to you @Skylined87.

2 days ago i deposited 25 Euros on Sugarcasino( im fully verified and have made withdrawls before) i where lucky and ended up winning 900 Euros, and requested a cashout. Ive been having troubles with gambling for a while and cancelled the withdrawl and lost it down to 400 Euros. I decided to make a withdrawl of 400 and freze my account for 24 Hours, this was around 23:00 at night. Stupid as i was i tried to log in the day after, So only about 10 Hours later, AND NO PROBLEM. the urge of playing got the better of me and i cancelled the withdrawl and lost it(I know this is my Fault) But i really feel like ive been let down by the tools that where supposed to help me from playing to much. I talked to 1 agent in their livesupport at first and got transfered to some manager. She didnt want to listen to me and said that 24 Hours is "a day" so it resets at midnight. IS IT SUPPOSED TO BE LIKE THIS ?! I asked multiple times this Question (Picture 1) and after about ten times she answered and just left the chat. 

Picture 2 is a screenshot where it clearly states as an option under Frezze my account for : 24 Hours.(not that 24 Hours equals a day so i where only excluded for 45Min) 

im glad this happend in a way since i got sick to my stomache regarding online casinos and Closed every account i have, But i also feel that if they had taken their responsibility i would have my 400 Euros in my account. 

Can you help me? 

Because of the Coronavirus I have nothing but time to take this as far as possible, and i want them to man up for their misstake and pay me the money.And even more i want eveyone to know how bad their wiew on gambling addiction is! 

Thanks 

 

[dirtystack]

Some sites operate like this, some used to operate like this but have changed in the last year in response to complaints similar to yours. They need to make a change to where 24 hours means 24 hours - your example 23:59 with a 24 hour limit should lock you out until 23:59 the next day.

 

[allreven]

Hello!

I have another issue with sugarcasino. 

I put up a deposit limit, and the very next day, there where no limits anymore. I deposited offcourse, set up limits again. The next day limits where gone again, and i where able to deposit again. After loosing those money aswell, I permanently selfexluded.

For people with gambling problems, I would stay far away from sugarcasino.