SugarHouse Casino

Hello [redacted],I am genuinely sorry to hear that you have been having problems with the Play SugarHouseOnline Site. I was able to look into the various concerns that you have brought to our attention.One of those concerns is that you encountered a stuck wager. l first want to explain what astuck...

wager is and what happens when it occurs. A stuck wager is typically caused by some sortof connection issue, causing the round in play to become frozen and not produce an Outcome.This error also typically ejects the player from the game and creates a log in issue until it isresolved. For this type of game problem, we must contact the game provider to assist with theresolution.I can see that you had several stuck wagers from 10/23/18 through 11/28/18. The gameprovider has been made aware of the stuck wagers, so we can work together on ensuring thatthe technology is operating effectively. From my records, all of your stuck wagers were settledand refunded to you after they occurred.The issue you report on December 23, 2017 was not caused by a stuck wager. We are showingthat the round in question completed and was determined to have been paid out correctly.However, we value you as a customer and would like to offer a $25 bonus for your loyalty andpatience while communication occurred between the game provider and the Play SugarHouseCasino team for your previous stuck wagers. Thank you and we truly appreciate your loyalty tothe Play SugarHouse Casino Site.Amy F.Guest Concierge

October 3, 2016Dear [redacted]We have reviewed all recorded communications with our player [redacted]. We have also reviewed our records on game play. It appears that [redacted] experienced a malfunction on one of our content provider's games on September 18, 2016 on a bet of...

$1.00. Our systems were not able to ascertain the result of the initiated spin, and so we escalated the issue to the content provider, [redacted] Gaming Group. The normal resolution time put forth by the game provider is 7 daysIn the interim, [redacted] contacted our Player Support department by live chat several times describing the malfunction and indicating that he felt the result of the game round was a win of $50. After explaining to [redacted] that we were required to escalate the issue to the game provider in order to receive confirmation of the result, we immediately credited the player with $10 for the inconvenience. The player contacted us several more times in the next three days, and upon Supervisor approval, we credited the player with the full $50 on September 21, 2016 despite not having any resolution from the game provider.We have since received notification from the game provider that the result of the malfunctioned Spin was in fact $50. Since then we have contacted the player and described the result and issued yet another $10 bonus as a good faith gesture for their patience.We feel that we have adequately satisfied [redacted]'s concerns in a timely fashion and have gone above and beyond all obligations to the player as a result of this incident.Regards,Alireza H.Director of Product Management