The player from Germany, a long-time customer of SGCasino, faces issues with withdrawing her winnings of €893,000 after her account verification was inexplicably deleted. Despite providing all requested documentation, she encounters unreasonable demands regarding her Klarna debit card, resulting in her inability to access her funds and expressing frustration over the trust she previously had in the casino.
SG Casino - Player has been asked to repeat her verification after a jackpot win.
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Current status
Waiting for casino to reply
6d 19h 1m 10s
SG Casino
Safety Index 8.5 HighCase summary
Discussion
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1 month ago
Translation
Hello,
I've been a customer at SGCasino for years and have received payouts of over €7,000, and my account was verified for years! Suddenly I win the Wonder Jackpot of €893,000, and my verification is deleted.
No problem at all, I was able to submit everything again as a PDF and also in other formats... I can prove all payment methods, most of which were processed in real time via my bank account... Suddenly, they're also demanding a bank statement for the Klarna debit card, which is only virtual. I was able to prove everything, but they're basing their claim on something that's impossible... They know perfectly well, they're criminals and fraudsters and simply don't want to pay out the winnings, those are the facts... After all, my first and last name from the Klarna debit card is on the card... Why accept the deposits if you don't pay out?
Klarna has the most secure system ever, and if an official Klarna account confirmation isn't recognized or accepted, it's a warning sign!!! Please, people, the big jackpots are a scam... I have all the proof that they're cheating here... They build trust by paying out smaller amounts of €7,000 without any problems... but then suddenly they don't pay out big wins, like the one I finally managed to win... I'm extremely disappointed because I played at SGCasino for years and never had any problems... suddenly I can't even continue verifying my account on the website using the button... site problems 🤣🤣... it tells me to reload the page in incognito mode... I've never heard such crap... because you can't take screenshots that way 😅👌... real criminal style... the credit is in my gaming account, and it's really crazy to have this supposed real money sum but not be able to do anything with it...
On principle, I won't play a single spin... they don't know what they're doing... they wouldn't give a damn that other people would take their own lives with such a sum of money... if you offer jackpots like that, you should either pay them out or not offer them in the first place...
I have been a verified customer for a long time, period...
Please do not deposit large amounts there; there will only be problems despite verification...
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1 month ago
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.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Has the casino approved all the documents you submitted for additional verification, except for the bank statement related to your Klarna debit card?
- How many deposits did you make using this virtual card?
- Have you contacted the casino to clarify which document they would accept as proof of ownership for this virtual card?
- Please forward all communication between you and the casino customer support regarding the verification issue with your Klarna debit card to veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationHello... of course I will answer everything.
Yes, I've completed all the verification processes. Besides, I've always been verified since I've been a long-time customer at SGCasino!
Before I won the big jackpot, I already had €1000 in my payout... after they paid out the first €500, I wanted to withdraw the next amount since you're allowed three payouts, but all the verifications were simply deleted afterwards, even though there was no reason for it... even the original Klarna account confirmation wasn't accepted, just because the debit card wasn't listed on it. 🤣🤣 They then said, "Please provide original proof with the card number (first 6 and last 4 digits)... your full name and expiry date as a PDF!"
I only made a few deposits with the card; the rest were via my bank account. Since the debit card didn't always work at the SG (presumably a bank or online retailer), I didn't want the hassle. And it was only a few deposits with the debit card. I've only had the card since the beginning of February 2026!!! Now I regret it 😪 nothing but problems... even though I didn't do anything wrong 🥺... and Klarna is more than secure 😊...
Anyway, the casino received three months' bank statements from my bank, which is linked to the Klarna account, for my verification. Otherwise, I wouldn't have received this account or the virtual Klarna debit card at all. They also requested utility bills, proof of assets and income, and the paysafecard confirmation including all deposits as a PDF. I fulfilled all the requirements. But then they wanted screenshots of the virtual card (the Klarna app is screenshot-protected). Then I was asked to send more photos, which were repeatedly deleted. Now they're demanding confirmation from Klarna that I am the cardholder, including my name, the first six digits, the last four digits of the debit number, and the expiration date.
Klarna doesn't manually issue such PDFs. They sent me this in writing, and they don't have to, since everything else already proves that I'm the debit cardholder. Only the casino refuses to understand me... first photos... then no... then a PDF... and the absolute worst part was that they only wanted screenshots from the Klarna app. It's a health hazard and nothing but stress.
I'm constantly writing to them in the 24-hour chat and via email, but they just don't want to understand me and keep contradicting themselves to the point of being ridiculous...
Then for two days I couldn't upload anything via the verification button, even though it was required... 🤣 Apparently, it was a page error or something... I was then told to log out and open the website in incognito mode. That's when I immediately realized this wasn't normal! Screenshots aren't possible in incognito mode! That's when I really realized something was wrong and contacted you 🫶.
The casino received the debit card as a photo in the app... in all formats! It's truly embarrassing that this isn't accepted... they know Klarna has a screenshot block... I saved chat histories and such and sent them as well...
Best regards
A.T.
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1 month ago
TranslationSGCasino.com no longer has a license; it has been revoked. Therefore, large-scale fraud is taking place here...people are being lied to and robbed of their REAL money.
PLEASE READERS THIS CASINO NO LONGER HAS A LICENSE!!!!
They delete the verification during the payout process, and then it stops... they demand extra documents that don't exist 🤣🤣 even though I've been verified for a year...
Please stay away from this platform... I've spent three weeks studying the entire casino and I'm shocked that I was so naive... the worst part is they have more data about me than any government agency here in Germany!!! ... now I'm terrified 😱...
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1 month ago
TranslationWARNING ⚠️ SCAM, NO LICENSE.
THE LICENSE WAS REVOCATED IN 2024 AND SCAMS CONTINUE HERE ON A BIG STYLE!!
DO NOT DEPOSIT. IF YES, HAVE THE DEPOSIT REVERSED BY YOUR BANK.
FILE A COMPLAINT TO THE SUPERVISORY AUTHORITY AND WAIT...
DO NOT OUT ANY MORE PERSONAL DATA... THEY HAVE EVERYTHING ABOUT ME, THAT'S WHY MY BANK WAS INFORMED IMMEDIATELY... AND MY VIRTUAL DEBIT CARD WAS FROZEN IMMEDIATELY... FOR SECURITY REASONS... EVEN OUTGOING TRANSACTIONS ARE BLOCKED....
HOW CAN A COMPANY LIKE THIS DECEIVE PEOPLE GLOBALLY ON A BIG SCREEN WITHOUT CONSEQUENCES???
THANK YOU TO ALL READERS
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1 month ago
Dear Annabubanna
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, Martina (martina.b@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,
Veronika
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1 month ago
Dear Annabubanna,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why the player has not received her withdrawals yet?
Thank you in advance for providing the information.
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1 month ago
Dear all,
Thank you for contacting us.
We kindly inform you that we reviewing your case with the relevant department.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
SGCasino
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1 month ago
Dear SG Casino Team,
Thank you very much for the update!
We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.
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4 weeks ago
Dear all,
Thank you for contacting us.
We kindly inform you that we reviewing your case with the relevant department.
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
SGCasino
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4 weeks ago
Dear SG Casino,
I wanted to kindly follow up regarding my case, which has been under review for the past five days. If there are any updates or information you could share, I would greatly appreciate it. Thank you for your attention to this matter.
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3 weeks ago
Dear Martina,
Thank you for the reply.
We would like to inform you that we are still reviewing the case with the relevant department .
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
SG Casino
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3 weeks ago
Dear all,
Thank you for the patience.
We would like to inform you that the relevant department inform us that you need to provide the following documents :
To complete the verification of your card ending in 1621, we kindly request that you resubmit the document in a different format.
Unfortunately, we cannot accept photos taken of a phone or computer screen. Instead, please provide one of the following alternatives:
A ownership confirmation of card ****1621.
A bank statement in PDF format.
A direct screenshot taken from your mobile banking app.
A direct screenshot taken from your desktop online banking portal.
Please note: For the document to be accepted, it must clearly show your full name and the card number (only the first 6 and last 4 digits need to be visible).
Thank you for your cooperation!"
Kind regards,
SG Casino
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3 weeks ago
Dear Annabubanna,
Could you please provide the requested document to the casino and let me know once you have done so?
Thank you very much in advance for your cooperation.
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3 weeks ago
TranslationI sent all the documents to the casino... I fulfilled all my obligations... this document they're asking for doesn't exist at Klarna... rip someone else off... you have my card on video, you know exactly what you're doing here...
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2 weeks ago
Dear SG Casino,
Could you please inform me if there are any alternatives or additional information that the player could provide, considering that Klarna is unable to meet your requirements? Your guidance on this matter would be greatly appreciated. Thank you.
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2 weeks ago
Dear Martina,
Thank you for the reply.
We would like to inform you that we are still reviewing the case with the relevant department .
Moreover, we would like to assure you that we will notify you promptly once there is an update.
Kind regards,
SG Casino
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2 weeks ago
TranslationEven the casino hasn't read my complaint, which I wrote in great detail... it's an absolute outrage to keep stalling like this and demand a document that simply doesn't exist... the casino definitely doesn't have the money and doesn't want to pay... they have all the pictures, videos, etc. from the debit card... I even accidentally sent it with the PIN displayed, unprotected... because I've been ripped off for weeks at SG Casino. I was cheated and had the debit card frozen... I'm saying for the last time that I have fulfilled all my obligations!
First they want me to take photos and videos, then they don't... what do they want from me? I call that damaging my health... stay away from this casino... big winnings aren't paid out... I was verified, and my verification was deleted during the withdrawal process... fraud!
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2 weeks ago
Dear all,
Thank you for the patience.
We would like to kindly inform you that the relevant department has reviewed the ownership proof provided for card ending *1621 and advised us to request clarification, as the document was submitted as a photo of a screen, which is unfortunately not considered an acceptable format for verification purposes.
Could you please explain why you are unable to provide the ownership document in its original format (for example, a direct screenshot or original file instead of a photo taken of a screen)?
Once we receive your explanation, the relevant department will review the matter further and decide whether the document can be accepted or if additional documentation will still be required.
We appreciate your understanding and cooperation.
Kind regards,
SG Casino team
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2 weeks ago
TranslationListen up... your so-called department asked me to send a photo and video... I sent everything... are you trying to fool me??? Seriously??? Read the complaint properly, what I wrote... this non-existent document doesn't exist at Klarna... you know that too... you're lying, and it's even worse... you're criminals and should be ashamed of yourselves... do you really think I believe I'm going to get 885,000,000 euros from you... I'm about to die laughing... my goal is to stop players from playing with you... I'm a pensioner and have time to publish all the platforms...
You have all the photos and... the document is not created by Klarna... it says so in their terms and conditions... but yours says photos are accepted for virtual cards... but it's not being done.
You should come up with something better and finally stop lying; that would help everyone here...
I have fulfilled all my obligations and saved all the data I have shared with you...
Everything has been ridiculous since March 28, 2026... even the old winnings from March 22, 2026, still thousands of euros before the jackpot, which are still pending payout, you haven't paid out, and you've reset my already verified account... I've never experienced anything like this before...
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1 week ago
TranslationFurthermore, you also know that Klarna has one of the most secure security systems. If you have a Klarna debit card, it must be linked to a bank account... otherwise, I wouldn't have received this card... why was my card saved as a payment method and then deleted from my verification after I won...? Questionable! Why was the card accepted when I deposited money?
Why do your instructions state that photos are accepted for virtual cards?
They are not qualified to run an online casino... even worse, they offer jackpots that are unrealistic and harm people... they know perfectly well that I have proven everything and can't back out of this... I just hope they don't get any new players!!!
I was verified for years, and you have 13 months of my bank statements and everything else... I'm clearly being scammed! Deceived and lied to constantly...
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1 week ago
TranslationVery important...! The Klarna app is screenshot protected! The casino knows this, which is why their terms and conditions state that photos are accepted for virtual cards... so just say you don't have the money... that's how it is... 😅😅 Don't be ashamed of your failure. Arguing with me when I've saved everything from March 28th onwards... your supposed department that doesn't exist... you constantly contradict yourselves and you are beyond unbelievable!
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1 week ago
Dear AnnaBunanna,
Thank you for the reply.
We kindly apologize for the delay in the verification process.
We would like to inform you that we are currently in contact with the relevant department and have forwarded the information you provided to them. At the moment, we are awaiting their response.
We kindly ask for a little more time, and please rest assured that we will keep you updated as soon as we receive any further information.
Thank you for your patience and understandind.
Kind regards,
SG Casino
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1 week ago
Dear SG Casino Team,
Thank you very much for the update!
We would appreciate, if you could kindly prioritize this case and inform us as soon as possible? Thank you in advance
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4 days ago
Dear all,
Thank you for the reply.
We kindly apologize for the delay in the verification process.
We would like to inform you that we are currently in contact with the relevant department and have forwarded the information you provided to them. At the moment, we are awaiting their response.
We kindly ask for a little more time, and please rest assured that we will keep you updated as soon as we receive any further information.
Thank you for your patience and understandind.
Kind regards,
SG Casino
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2 days ago
TranslationAnd here we go again with the responsible department 🤣🤣🤣 .... it just keeps getting better and is beyond embarrassing! You have all my data; I was verified and even received payouts despite paying with my debit card. It was, after all, saved as my payment method in my gaming account. You're really getting on my nerves, and I have the feeling you can't even read properly.
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SG Casino has 6d 19h 1m 10s to reply
Martina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
