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Good evening, I made a deposit into this account to play and was lucky enough to win. Currently, I have around 1000 euros in my account which I want to withdraw, and they have asked for identification. I was more than willing to send in the necessary documents to initiate the process. However, I sent all the paperwork perfectly and nothing was accepted apart from my ID and face photo. They asked for a proof of residence, so I sent a bank statement from my Wise account, which is normally accepted as it is a bank statement that lists my address. I then sent a screenshot of the virtual card I used to make a deposit, clearly showing all the details they wanted along with the URL of Wise (i.e., it can be seen that the screenshot is from the website). I also sent a transaction history from December 1st to January 10th while they only asked for December, and it was also rejected. I sent exactly the documents they asked for! Why were they rejected? These are the documents they want, there is no possibility of issuing other papers besides these. Please help me as I don't know what else to do, there are no other documents I can provide and that's why I turned to you, either to help me understand why my papers are not approved or to explain to them as a mediator that I have no ability to produce other documents as only these can be issued by the bank I used to deposit. Thank you!

Καλησπερα, εκανα καταθεση σε αυτον τον λογαριασμο για να παιξω και σταθηκα τυχερος και κερδισα. αυτην την στιγμη εχω γυρω στα 1000 ευρω μεσα τα οποια θελω να κανω αναληψη και μου ζητησαν ταυτοποιηση. Εγω ημουν απολυτως προθυμως να στειλω τα χαρτια για να ξεκινησει η διαδικασια. Εστειλα ομως τελεια ολα τα χαρτια και δεν εγινε κανενα δεκτο περα απο την ταυτοτητα μου και την φωτογραφια του προσωπου μου. Μου ζητησαν ενα αποδεικτικο κατοικιας, εστειλα ενα bank stamtement απο την wise μου, το οποιο κανονικα γινεται δεκτο καθως ειναι bank statement που αναγραφει την διευθυνση μου. Επειτα εστειλα screenshot την εικονικη καρτα που χρησιμοποιησα για να κανω καταθεση που ηταν φανερα ολα τα στοιχεια τα οποια ηθελα μαζι με το url της wise ( δηλαδη φαινεται πως ειναι μεσα απο την ιστοσελιδα το screenshot). Επειτε εστειλα ενα transaction history απο 1 δεκεμβριου εως 10 Ιανουαριου ενω ειχαν ζητησει μονο δεκεμβρη και απορριφθηκε και αυτο. Εστειλα ακριβως τα χαρτια που ζητουσανε! Γιατι απορριφθηκαν; Αυτα ειναι τα χαρτια που θελουν, δεν υπαρχει δυνατοτητα εκδοσης αλλων χαρτιων περα απο αυτων. Παρακαλω βοηθηστε με γιατι δεν ξερω τι αλλο να κανω, δεν υπαρχουν αλλα χαρτια που μπορω να βγαλω και για αυτο απευθυνθηκα σε εσας, ειτε για να μου δωσετε να καταλαβω γιατιδ εν εγκρινονται τα χαρτια μου ειτε για να τους εξηγησετε ως μεσαζοντας πως δεν εχω την δυνατοτητα να βγαλω αλλα χαρτια καθως μονο αυτα μπορουν να εκδοθουν απο την τραπεζα που χρησιμοποιησα για να καταθεσω, Ευχαριστώ!

Dear vergverg, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please confirm if you provided all your documents in the correct format? Please keep in mind that bank statements or proofs of address have to be in PDF format and all your personal information should be clearly visible there.

Have you received any explanation as to why some of your documents were rejected?

When was the last time you communicated with customer support regarding this problem?

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

Best regards, 

Veronika

Dear vergverg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good evening, Could the casino please tell us the reason why my account was closed? Please explain to me IF I violated any rules and if so, tell us exactly which rule I violated. This is not behavior! I need the money, I have to do surgery, I can also attach corresponding documents. Please tell me why my account was closed and HOW THEY PROVE IT!

Καλησπερα, Θ μπορουσε παρακαλω το καζινο να μας απαντησει τον λογο που εκλεισε ο λογαριασμος μου? Να μου εξηγησει παρακαλω ΑΝ παραβιασα καποιους ορους και αν ναι, να μας πουν ποιον ακριβως ορο παραβιασα. Δεν ειναι συμπεριφορα αυτη! Χρειαζομαι τα χρηματα πρεπει να κανω χειρουργειο μπορω να επισυναψω και αντιστοιχα εγγραφα. Να μου πουν παρακαλω με ποια αιτιολογια εκλεισε ο λογαριασμος μου και ΠΩΣ ΤΗΝ ΑΠΟΔΕΙΚΝΥΟΥΝ!

Do I understand correctly that your account was closed after a failed verification? Have you received any email from the casino explaining why they closed your account? If you have, please forward it to veronika.l@casino.guru. Thank you.

no, they haven't told me anything! They just closed the account and kept my winnings even though it showed that all the cards were accepted!

οχι δεν μου εχουν πει κατι! Απλα εκλεισαν τον λογαριασμο και κρατησαν τα κερδη μου παρολο που δειχνε πως ολα τα χαρτια εγιναν δεκτα!

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

Hello vergverg,

I am so sorry to hear your account has not yet been verified. 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 this and state why the player's account has not yet been verified?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan,

Thank you for reaching out.

Please be informed that we sent you an email to stefan.m@casino.guru. Looking forward to your reply.

Best regards,

SGCasino.com

Hello vergverg,

I was provided with the evidence by a casino representative and was informed that your casino account was funded by a third-party payment. Could you comment on this?

I am looking forward to your response.

Dear SG Casino,

Could you comment on this?

I'll be awaiting your reply.

Dear Stefan,

We responded to you via email.

Best regards,

SGCasino.com

Dear SG Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

We replied to your email.

Best regards,

SGCasino.com

Dear SG Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello vergverg,

Could you state if someone else is playing from the same IP as you?

Thank you very much in advance for providing the information.

Dear SG Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

We responded to your email.

Best regards,

SGCasino.com

Dear vergverg,

I have reviewed the evidence provided by the casino. It seems like your account was funded by a third-party payment. Could you state what was the reason you received a payment from a person who has an account with SG Casino?

I'll be awaiting your reply.

Hello vergverg,

Could you provide us with the bank statement of your wise account? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.