SG Casino - Player raises concerns about account reopening policy.

Sehr geehrte Damen und Herren,

ich habe bei SG Casino vor einiger Zeit mein Konto aufgrund von Spielsucht dauerhaft schließen lassen.

Heute ist es mir jedoch gelungen, mein Konto innerhalb weniger Minuten über den E-Mail-Support wieder freischalten zu lassen. Dies geschah lediglich nach Bestätigung eines Haftungsausschlusses. Meiner Ansicht nach entspricht dies keinesfalls einem verantwortungsvollen Umgang mit gefährdeten Spielern.

Ein Konto, das aufgrund einer mitgeteilten Spielsucht geschlossen wurde, sollte nicht so einfach – oder überhaupt nicht – wieder eröffnet werden können. Bei vielen anderen seriösen Anbietern ist eine Wiedereröffnung in solchen Fällen grundsätzlich ausgeschlossen oder zumindest an strenge Schutzmaßnahmen und Sperrfristen gebunden.

Ich habe Ihnen bereits sämtliche Screenshots zur Verfügung gestellt, welche den gesamten Ablauf von der Kontoschließung bis zur Wiedereröffnung dokumentieren.

Ich bitte Sie, diesen Vorgang zu prüfen und zu bewerten, ob das Verhalten des Anbieters mit den Anforderungen an Spielerschutz und verantwortungsvolles Glücksspiel vereinbar ist.

Mit freundlichen Grüßen

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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.

Hi,

here are the screenshots of the Account closure and reopening.

I still thankfully did not make any deposits but i am making this complaint to understand how the casinoguru sees this action from the trusted casino. I am looking for an answer is the casino doing really the right thing if a player signs the liability waiver and they reopen the account that then even if the deposits happend, the casino does not need to refund them because of that liability waiver. The account was closed on May 13 2026 and reopened on August 26 2026.

since you asked me, i also want to clarify that another reason of this complaint is because i want to be able to fully deactivate my Account since i am addicted. Not always for it to be possible to reopen even under liabilty waver.

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

Dear Sgcspieler,

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,

Karla

We’ve reopened this complaint at the request of Sgcspieler. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Sgcspieler,

Thank you for requesting to reopen your complaint.

Could you please clarify what has changed since the complaint was previously marked as resolved?

Please let us know if there have been any new developments regarding your account or if you have encountered any further issues since our last communication.

Thank you very much in advance for your clarification. I look forward to your reply.

Karla M.

Hello Karla,

Unfortunately, I couldn’t control myself and deposited and lost €976. Proof of the deposits is attached to this reply.

I also tried, and am still trying, to resolve this matter directly with the casino. That is why I previously closed the complaint, as I believed we might be able to reach a faster resolution privately. However, three days have now passed and the casino has not responded to me and the account is still open.

I will also post here the message that I sent to the casino three days ago.

Hi Karla,

i have also forwarded to you both orginal E-Mails conversations od the account closure and Account reopening. The casino closed my Account today, but without any reply. They till now did not answer on any E-Mails i have sent.

Dear Sgcspieler,

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, Igor, (igor.p@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

Dear Sgcspieler,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SG Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SG Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

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

Dear Sgcspieler,

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,

Igor