The player from Spain faced an unresolved withdrawal issue after his account was closed without explanation. Despite successfully verifying his identity with support, he experienced refusal to disclose his balance and did not receive confirmation of his manual withdrawal. He said his €200 balance had been built through sports betting only, with no bonus used, before the account was blocked in mid-July 2026. We closed the complaint because the case involved the casino’s internal investigation into sports-betting activity, which we could not properly assess.
SG Casino - Player's account has been closed, and withdrawal is delayed.
Closed
Our verdict
Other
Amount: €200
SG Casino
Safety Index 8.4 HighCase summary
Discussion
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1 month ago
Translation
I am filing this complaint against SG Casino in relation to an unresolved withdrawal request and the refusal to certify my balance following a unilateral account closure.
1. Account closure and security verification:
After my account access was restricted, I contacted chat support to request a refund. The support agent asked me a series of security questions (personal information, date of birth, phone number, address, and recent transactions). I answered all the questions correctly, and the agent herself confirmed that my identity had been successfully verified.
2. Confirmation of manual withdrawal and refusal to report the balance:
During the same conversation, the agent informed me that the finance department had already initiated the manual withdrawal process to return my funds. However, when I requested the exact amount of my balance, they systematically refused, citing "security reasons," which is absurd given that I had verified my identity just a minute earlier in the same session.
3. Current state:
To date, I have not received email confirmation regarding the completion of the manual withdrawal, nor has the money been deposited into my bank account. Support has simply given me evasive answers, referring me to an email address that offers no solutions.
Requested solution:
I request that SG Casino immediately confirm the exact balance amount that was in my account at the time of closure and proceed to execute the full transfer of my funds to my bank account.
Automatic translation:
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1 month ago
Important notice:
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SG Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationDear Tomás,
Thank you so much for responding to my complaint and for your willingness to help me resolve this issue with SG Casino.
Below, I answer the questions posed to provide more clarity on my case:
Account age and blocking date:
Time as a player: I opened my casino account in June 2026.
Blocking date: My account was blocked/closed exactly in the middle of July 2026.
Games played to generate the current balance:
The balance accumulated in my account of €200 was obtained by playing sports betting.
Use of bonds:
Option A: No, the current balance was achieved solely with real money, without using any type of bonus or promotion.
I've attached a conversation; I've had several more.
Automatic translation:
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1 month ago
Thank you for your reply, Sergio.89.
I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.
