The player from Germany expresses concern over the quick reactivation of his account at SG Casino, which was previously closed due to gambling addiction. He believes that reopening accounts in such cases should be subject to stricter safeguards to protect vulnerable players.
SG Casino - Player raises concerns about account reopening policy.
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Waiting for Casino Guru to reply
5d 6h 56m 32s
SG Casino
Safety Index 8.4 HighCase summary
Discussion
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6 days ago
Translation
Ladies and Gentlemen
I had my account at SG Casino permanently closed some time ago due to gambling addiction.
Today, however, I managed to have my account reactivated within minutes via email support. This only happened after I agreed to a disclaimer. In my opinion, this is by no means a responsible way to treat vulnerable players.
An account closed due to a reported gambling addiction should not be so easy to reopen – or even possible at all. Many other reputable providers categorically prohibit reopening in such cases, or at least subject it to strict safeguards and waiting periods.
I have already provided you with all the screenshots documenting the entire process from account closure to reopening.
I ask you to review this process and assess whether the provider's behavior is compatible with the requirements for player protection and responsible gambling.
Best regards
Automatic translation:
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2 days 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.
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2 days ago
Dear Sgcspieler,
Thank you very much for submitting your complaint. I’m sorry to hear about your experience.
If your account was originally self-excluded due to a gambling problem, it should generally not have been reopened so easily. To better understand your case, could you please clarify the following?
- Could you please send me proof that your original account closure was requested due to a gambling addiction (for example, your self-exclusion request or the casino’s confirmation)?
- Approximately when did you request the permanent self-exclusion, and when was your account reopened?
- After the account was reopened, did you make any deposits or incur any gambling losses, or are you raising this complaint solely because the casino reactivated your self-excluded account?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
