The player from Germany faced delays with his withdrawal requests of 500 and 800 euros, which had been pending for 2 weeks despite a withdrawal limit of 800 euros. Prior to this, he had canceled three previous withdrawals after waiting 3 weeks without processed payouts. The Complaints Team had reached out to the casino for clarification, but the player did not respond to follow-up inquiries. As a result, the complaint was rejected due to insufficient information to proceed with the investigation.
SG Casino - Player experiences delayed withdrawals.
Closed
Our verdict
Player stopped responding
Amount: €26,000
SG Casino
Safety Index:HighCase summary
Discussion
Public
Public
9 months ago
Translation
I am aware that I cannot pay out the entire amount immediately.
My withdrawal limit is 800 euros, but I have been waiting for the current payouts of 500 and 800 euros for 2 weeks.
Before I made this withdrawal request, I had already waited 3 weeks for 3 withdrawals. I waited for them in vain, which is why I canceled them.
Automatic translation:
Public
Public
9 months ago
Dear isee_47,
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.
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?
Could you please share your communication with the casino regarding the withdrawals? 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.
Best regards,
Dominika
Public
Public
9 months ago
Translation
Thank you for your reply.
Yes, I have so far received a payout via bank transfer in the amount of 500 euros.
My profile said that no verification is necessary. I'll send you a screenshot of that via email. No, I'm not using an active bonus.
Edited
Automatic translation:
Public
Public
9 months ago
Dear isee_47, could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
Have you received the two withdrawals?
Have you requested any other withdrawals?
Public
Public
9 months ago
Translation
Emails were never answered and I don't have a screenshot of the live chat because the same thing was always written.
500 were finally paid out after 3 weeks. But I made several withdrawal requests one after the other, so they could have paid me everything straight away. I have a 5-digit sum in my casino account and I don't want to wait for a withdrawal every 3 weeks, as I've been waiting for my money for over a year. That's impossible, according to their information a withdrawal takes 3-5 days. I can send you screenshots of my emails, but I haven't received any replies.
Automatic translation:
Public
Public
9 months ago
Thank you very much, isee_47, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([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.
Public
Public
9 months ago
Dear isee_47,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite SG Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
8 months ago
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.
Public
Public
8 months ago
Dear isee_47,
Thank you for your time and patience!
As per checking your account we can see that most of your withdrawal request were cancelled and played before three working days, before we could check and process the withdrawal request. And there is no pending balance on your account.
Please let us know if you need any further details or help from us. Thank you!
Best regards,
SGCasino team.
Public
Public
8 months ago
Dear isee_47,
could you please confirm that you cancelled your withdrawal request and there is no pending balance on your account?
