SG Casino - Player believes that their withdrawal has been delayed.

I requested a withdrawal of 500 euros first on 12/6. On 20/6 they rejected it, telling me that the payment provider rejected it. Since 20/6, when I made the withdrawal again, my money has not been credited yet and they tell me that they have a large volume, while my friend's account, which made a withdrawal on the same day, was credited in 5 days.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Good morning. I went to log in today and suddenly it shows that my account is under review. I spoke to them and they tell me that the casino is closed so I can't log in. What will happen to my money? Is it really closed or did they just close my account? I should also inform you that I have sent them an email to let me know what has happened and they are not answering me.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Are you able to access your casino account?

Could you please forward the communication you’ve had with the casino regarding your account being placed "under review"?

Do you have any screenshot or message that shows your account is under review?

Did the casino explain why your account was placed under review or why they claim the casino is closed? Send emails or chat transcripts to my email at [email protected], 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.

I don't have access to my account. I'm uploading the screenshots for you to see.

I'm still waiting for your response. I'd also like to inform you that they just sent me an email and canceled for the second time the withdrawal I had requested from 20/6. In the chat they keep saying that they closed it and will put the money on the card I had registered. But they're obviously lying. Can anything be done?

Are you involved in the case? Please provide an update.

Dear player, could you please provide us with the full communication you’ve had with the casino regarding your canceled withdrawals — particularly where they stated they would send the funds to your registered card? This includes any emails, chat transcripts, or screenshots that show what the casino told you about the payments and the reason for the canceled withdrawals. My email address is [email protected].

Good evening. I sent you the conversation with the casino by e-mail. I have sent it from the email

Have you received the emails I sent you?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear SG Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

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 reddevil23,

We kindly confirm that the casino has been closed.

Also, we would like to assure you that your payout is safe and it is in process.

Thank you for your cooperation.

Kind Regards,

SG Casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear reddevil23,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel