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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.

Of course, I strongly disagree and every claim they make is invalid. The account was financed by my wise and I would be very happy to send you a transaction history and photos of the card. If the card I deposited with belongs to me and has my name on it, then how come it was funded by a third party? What they say is arbitrary, please send me the "evidence". Let me know if you need me to send you my transaction history. I can also give you my wise account so you can log in to examine it or ask wise if they can send you the exchange history so you can see it directly from them. But what the casino claims is in no way true. I deposited from my personal account and ask me ANYTHING you want to prove it to you.

Φυσικα, Διαφωνω καθετως και καθε ισχυρισμος που κανουν δεν ισχυει. Ο λογαριασμος χρηματοδοτηθηκε απο την wise μου και πολυ ευχαριστως να σας προωθησω ιστορικο συναλλαγων και φωτογραφια της καρτας. Αν η καρτα με την οποια κατεθεσα ανηκει σε εμενα και εχει το ονομα μου, τοτε πως γινεται να χρηματοδοτηθηκε απο τριτο? Ειναι αυθαιρετα αυτα που λενε, παρακαλω να μου προωθηθουν τα "αποδεικτικα στοιχεια". Ενημερωστε με αν χρειαζεστε να σας στειλω το ιστορικο συναλλαγων μου. Μπορω να σας δωσω ακομα και τον λογαριασμο της wise μου να συνδεθειτε να τον εξετασετε ή να ρωτήσω την wise αν γινεται να στειλουν απυθειας σε εσας το ιστορικο συναλλαγων να το δειτε κατευθειαν απο αυτους. Ομως αυτο που ισχυριζεται το καζινο δεν ειναι σε καμια περιπτωση αληθεια. Κατεθεσα απο τον προσωπικο μου λογαριασμο και ζητηστε μου ΟΤΙΔΗΠΟΤΕ θελετε για να σας το αποδειξω.

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 Stefan,

We responded to your email.

Best regards,

SGCasino.com

Good evening, no, no one is playing with the same ip as me. As you can certainly understand, I can't know if any of my friends have connected from my internet to play, but I think not.

Καλησπερα, οχι δεν παιζει καποιος με την ιδια ip με εμενα. Οπως καταλαβαινετε βεβαια δεν μπορω να γνωριζω αν εχει συνδεθει καποιος φιλος μου απο το internet μου για να παιξει, ομως πιστευω πως οχι.

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.

I think you mean my wise account. He owed me some money and I told him to send it there, what exactly is the problem please? And by what right exactly are my personal transactions revealed without my consent. In case the casino wanted to show them anywhere, I would have to give my permission.

Φανταζομαι εννοειται τον λογαριασμο της wise μου. Μου χρωστουσε καποια λεφτα και του ειπα να τα στειλει εκει ποιο ακριβως ειναι το προβλημα παρακαλω? Και με ποιο ακριβως δικαιωμα αποκαλυπτονται οι προσωπικες μου συναλλαγες χωρις την συγκαταθεση μου. Σε περιπτωση που ηθελε το καζινο να τις δειξει οπουδηποτε θα επρεπε να δωσω την αδεια μου.

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.

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.

I sent it to you please

σας το εστειλα παρακαλω

Dear SG Casino,

Can you please highlight in the PDF file which transactions were carried out by the third-party individual and which were made as deposits to the casino? The bank statement provided by the player seems to show discrepancies.

I'll be awaiting your reply.

Dear Stefan,

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

Best regards,

SGCasino.com

Dear SG Casino,

Could you state if the person who funded the Player's account has an account with SG Casino?

I'll be awaiting your reply.

Dear Stefan,

Yes, he does. The evidence was sent to your email today.

Best regards,

SGCasino.com

Hello vergverg,

Do you receive a salary to your designated Wise account on a regular basis? We need proof of income from your side as it is difficult to prove that you were playing with your own funds.

I'll be awaiting your reply.

What evidence do you need?? These transactions are personal. I don't have any pay slips, but the person who sent them to me can testify that the money was mine. Simply because I had no way of depositing the cash I had to wise, I gave it to this cashier to send it to wise!

Τι αποδειξεις χρειαζεστε ?? Οι συναλλαγες αυτες ειναι προσωπικες. Δεν εχω καποια μισθοδοσια ομως ο ανθρωπος που μου τα εστειλε μπορει να καταθεσει πως τα χρηματα ηταν δικα μου. Απλα επειδη δεν ειχα τροπο να καταθεσω στην wise τα μετρητα που ειχα, τα εδωσα σε αυτον μετρητα για να μου τα στειλει στην wise!

I understand that the request might seem unnecessary, but the source of the funds verification process is in place to comply with legal and regulatory obligations related to anti-money laundering, terrorist financing, and underage gambling. It also ensures a safe, fair, and legal gambling environment. This process requires verification of both the source of the funds used and the player's wealth through additional documentation. A source of funds check confirms that the money belongs to you and that you can afford to lose it. To do this, you need to demonstrate where the money came from. It cannot come from someone else (unless a gift), a loan, credit, a business, or any illegal source.

I hope this clarification helps you better understand the casino's requirements.

Indeed, one of my sources of income is dealing with games of chance. Here in Greece we have a betting agency. I keep many of the receipts of the payments I accept. They have a physical form, i.e. paper. If you want these proofs to see that I have money to lose please let me know. This betting agency accepts players over 18. As long as I meet the conditions to play.

Μαλιστα, μια απο τις πηγες εισοδηματων μου ειναι η ενασχοληση με τα τυχερα παιγνια. Εδω στην ελλαδα εχουμε ενα πρακτορειο στοιχηματων. Πολλες απο τις αποδειξεις των πληρωμών που δεχομαι τις κραταω. Εχουν φυσικη μορφη ειναι δηλαδη χαρτι. Αμα θελετε αυτες τις αποδειξεις για να δειτε οτι εχω λεφτα για να χασω παρακαλω πειτε μου. Το πρακτορειο στοιχημάτων αυτο δεχεται παικτες ανω των 18. Οποτε πληρω τις προϋποθέσεις για να παιξω.

Hello vergverg,

You can send it to my email address stefan.m@casino.guru and I will have a look at it.

I'll be awaiting your reply.

Good evening, I replied to you at stefan.m@casino.guru .

Καλησπερα, σας απαντησα στο stefan.m@casino.guru .

Hello vergverg,

I'm sorry, but this cannot be considered a valid source of income since it is not in your name. Please provide a source of wealth that is under your name.

I'll be awaiting your reply.

So what do you want?? I can sign above the slips so you can see that they are mine!

Τοτε τι θελετε?? Μπορω να υπογραφω πανω στα δελτια για να βλεπετε οτι ειναι δικα μου!

I mean, what is needed? Should I justify 100 euros that I made a deposit? I don't have 100 euros, that is? Is that what you're telling me?

Δηλαδη τι χρειαζεται? Να δικαιολογησω 100 ευρω που εκανα καταθεση? Δεν εχω 100 ευρω δηλαδη? Αυτο μου λετε?

Hello vergverg,

Your account was funded by another player who also holds an account at SG Casino. The total amount sent to you was around 1200€, which was promptly deposited into the casino. Regrettably, the provided source of income cannot be accepted. Could you furnish us with an official source of income in your name? It is challenging to prove that you have not used your friend's funds for gameplay.

I'll be awaiting your reply.

My main source of income is from a betting agency. I can take photos of my ID card next to it if that is acceptable. I also have some savings from gifts I have received. Please answer me if there was any issue because I deposited in many casinos. Is this normally allowed? Was there any issue from there or the only issue was that a friend of mine sent me my money to the bank?

Εμενα η κυρια πηγη εισοδηματος μου ειναι απο πρακτορεια στοιχηματων. Μπορω να βγαλω φωτογραφια τα δελτια με την ταυτοτητα μου διπλα αν αυτο ειναι αποδεκτο. Εχω επισης καποιες οικονομιες απο δωρα που εχω λαβει. Παρακαλω πολυ να μου απαντησετε αν υπηρξε καποιο θεμα επειδη κατεθεσα σε πολλα καζινο. Επιτρεπεται κανονικα αυτο? Υπηρξε καποιο θεμα απο εκει ή το μονο θεμα ηταν οτι μου εστειλα ενας φιλος μου τα χρηματα μου στην τραπεζα?

Hello vergverg,

Yes, the problem is that your friend sent you the funds and you immediately deposited these funds to the casino account. Your friend also holds an account at SG Casino. Using the third party's funds to play at the casino is strictly prohibited due to AML (anti-money laundering), which is considered fraud. It would be almost impossible to prove that your friend hasn't used your account to play at the casino. As I have mentioned, the provided source of income cannot be accepted as it is not under your name.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.