SG Casino - Povlačenje igrača je odloženo, a verifikacija naloga je problematična.

Hello, I used the welcome package and deposit offers from SGCasino. After some deposits I won 1500 euros after wager. Since this casino only allows 500 euro withdrawals a day I requested the withdrawals on the 14th, 15th and 16th of June. The casino does not provide the option to verify your account beforehand, leading to more delays in KYC etc. After a few days I started my KYC Verification and Uploaded a bunch of documents while beeing in close contact to the live support and their mail support aswell. Their Live-Chat is stalling me out and takes up to 40 minutes to "check" with the "right departement" just to tell me that I will receive a Mail from them. After I provided every document to a degree where they couldnt deny my verification they came up with a new reason. They accuse me of using a VPN, which in fact I did not and request me to log in via mobile or home wifi to confirm my IP and contact the Live Support. I did this several times last week and today aswell and they still tell me that they are not able to confirm my IP. I am not beeing taken serious. This behaviour is not professional. I have no Idea how to get my money and feel scammed.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Are you absolutely certain that you have never used a VPN while accessing your casino account, even unintentionally?

Could you please clarify if the €1500 you won was specifically from playing with a bonus, or did you win it from regular deposits after having used bonuses earlier?

Has the casino confiscated your winnings, or are the withdrawals still showing as pending in your account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Dominika,

in advance thank you for taking care of this case.

I won the money using a bonus which was part of the welcome package as far as I am aware. Yes I am very positive that I did in fact not use a VPN not even by mistake. The withdrawals are still showns as pending and they did not confiscate them. The only thing keeping them from paying me is the IP (atleast thats what they ve been telling me). I forwarded you the Mail contact that I had with their support aswell as all the screenshots from the chat transkriptions with the live support.

Thank you very much

Just to keep this case updated:

This morning they cancelled two of my 500 Euro withdrawals which have been pending since the 14th and 15th I guess. After contacting the live support I didnt get an answer and was told to contact the KYC departement via mail. They couldnt give me a single reason why my withdrawal was cancelled. In the past I already tried to contact the KYC via mail and all I got was an auto generated response that said that they are not accepting mails. Whatever is happening right now it looks shady and feels like a total scam.

Dominika I also sent you a mail about this, including screenshots of everything.

Hello,

coming in with a new update. Just like last time. Now all of a sudden things are going pretty quick. I received my first 500 Euros from them via VISA transfer and according to their service I should be able to withdraw the remaining 1000 euros over the next few days as 500 withdrawals each. Gonna keep this thread updated and will keep you in touch wether an intervention is needed or not.

Kind regards

Dear player, thank you very much for the update — I’m glad to hear you received the first €500.

Could you please let me know if you have already requested the remaining €1000 in withdrawals? If so, on which dates did you submit those requests, and what is their current status in your account?

No. Its blocked by the site and says "blocked by the provider". I contacted the support numerous times via mail and live chat and asked for help. They said that they would fix it and/or that another browser might work, which it doesnt. Pretty wild stuff...

Dear player, have they managed to fix the issue with the "blocked by the provider" message yet, or is the withdrawal option still unavailable to you?

Hello, right now im on vacation in France so i havent checked again. And I wont because of the different IP. They might start a new Problem. But since they replied to none of my mails I have to assume that the Problem still remains.

Dear player, do you have any updates?

Still in France until next week. Wont log on because they might claim that im using vpn again. Will be able to give you an update on Monday. However, no message via Mail by them.

Hello, I just came back from my vacation and checked it again. It is still disabled and does not let me withdraw my remaining 1000 euro

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Gaggamel,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an SG Casino representative to join this conversation and participate in resolving this complaint.

Dear SG Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Gaggamel,

Thank you for your message, and we hope you had a pleasant vacation.

We sincerely apologize for the inconvenience you’ve experienced.

Our relevant department has confirmed that there are no longer any restrictions on your account that would prevent a withdrawal.

At this time, you can proceed with withdrawing 500 EUR today, and the remaining 500 EUR can be withdrawn after 24 hours have passed.

Please try initiating the withdrawal again, and let us know if you face any issues.

Thank you for your patience and understanding.

Best regards,

SGcasino Team

Dear SG Casino,

Thank you for your response and the information you have provided.

Dear Gaggamel,

Could you please request a withdrawal and let me know once you've done that?

I'll be awaiting your reply.

Hello, I just requested a withdrawal for 500 Euro. It is pending. I will update as soon as I receive the money or request the second 500 euro withdrawal tomorrow

Dear Gaggamel,

Thank you for your response and the information you have provided.

Please let me know once you receive the payment.

I'll be awaiting your reply.

Dear Gaggamel,

Just a quick update from our side – we've processed both of your pending withdrawals on July 31st, and there are no longer any outstanding requests in our system. The arrival of the funds is now dependent on your bank, which in some cases can take a few business days.

Best regards,

SGcasino Team

Hello,

I can confirm that the withdrawals are in fact pending on my bank account. Therefore this case could be considered as "solved". Thank you CasinoGuru for making this possible. I am pretty sure that without this platform I would still wait for my money. All in all I can say that this KYC process aswell as the withdrawal were absolutely terrible and the live support aswell as the email support is not helpful in any way. Thank you SGCasino Admin for solving this matter instantly.

To every player that is hesitant to play at SGCasino. They will waste your time and energy. It really is not worth it.

Dear Gaggamel,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru