The player from Spain faces an unresolved withdrawal issue after his account was closed without explanation. Despite successfully verifying his identity with support, he experiences refusal to disclose his balance and has not received confirmation of his manual withdrawal.
SG Casino - Player's account has been closed, and withdrawal is delayed.
Opened
Current status
Waiting for player to reply
6d 23h 17m 51s
SG Casino
Safety Index 8.4 HighCase summary
Discussion
Public
Public
18 hours 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:
Public
Public
42 minutes 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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Public
Public
42 minutes 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
