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

Hello There!

I have issues again with my cashouts. Its almost being 14 days since a single cashout from SGcasino. I receive the usual template answers from customer service. My problem is still you win a big, you are not able to cash out, your vip level falls into 0 and maximum cashout is 500 Eur, I would be ok with that, if payment is done within the contractual 3-5 days, but if nothing happenes for 14 days, it's not fair at all. Your happiness after a winning turns into desperate waiting... So please help me, like you did many times, for what I'm really thankful.

Thanks,

Peter

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ptujpettau,

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 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

Dear ptujpettau,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No! unfortunately nothing has happend since I contacted you!

Hello! Any news on that? still pending🙁

Dear ptujpettau, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

hello, yes i made multiple cashouts before

i confirm, i passed the kyc

i dont play with any bonus

both casino games and betting

im sending latest communication

Dear ptujpettau,

Thank you for your reply.

You mentioned that you are sending the latest communication, but unfortunately, I have not been able to locate your email in my inbox.

Could you please confirm which email address you used to send the documents and communication?

Was it the same email address you used when registering with Casino Guru, or a different one?

Alternatively, you can also upload the screenshots or communication directly here in the complaint thread.

Thank you in advance.

Karla

I uploaded the creenshots in my reply but i can forward the email chain as well. Still nothing happend im getting the same useless replies. Do you have any info what is happening, Casino has liquidity issues, or they just dont want to cash me out. I have march winnings since not paid, i think this is so unfair. Thanks Peter

Dear ptujpettau,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, (lucia.s@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello ptujpettau,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SG Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

SG Casino

Dear all,

Thank you for the patience.

I have checked directly with our payments department, and I am happy to confirm that your withdrawals are proceeding normally. Please be assured that there are no issues with your account or your withdrawal requests.

Any currently pending withdrawals are in the standard queue and will be processed very soon. We greatly appreciate your patience while our team works to get your funds to you as quickly as possible.

Kind regards,

SG Casino

Hello,

I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation from ptujpettau that all funds have been received.

Dear player,

Thank you for contacting us.

We would like to inform you that your withdrawals is successfully completed.

Kind regards,

SG Casino

Hello ptujpettau,

Please let us know if the money has been received.

Dear ptujpettau,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru