SG Casino - Player’s account has been closed.

Hello. I tried to log in to my account, but it didn’t let me in. It says "your account is under review". I asked about this situation on live chat, and they told me to clear cookies. That didn’t work, so I asked again. Then they told me that my account has been closed. I would greatly appreciate it if I could receive more information. Thanks.

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.

Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Did you play with or without a bonus shortly before your account was suspended?

Have you made any successful withdrawals from this casino before?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Slot games.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

The verification wasn't required.

Did you play with or without a bonus shortly before your account was suspended?

I played with real funds.

Have you made any successful withdrawals from this casino before?

Yes. One maybe two withdrawals were processed.

Please forward me all the communication between you and the casino customer support regarding the problems with your account at veronika.f@casino.guru. Thank you for your cooperation.

Unfortunately I don't have any saved screenshots from live chat.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear siabaka,

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 is the player´s account closed?

Thank you in advance for providing the information.

Dear All,

Thank you for bringing this matter to our attention.

We would like to inform you that the case is currently under review by the relevant department. Once the assessment has been completed, we will provide you with a detailed update.

We kindly ask for your patience in the meantime and assure you that we will get back to you as soon as possible.

Best regards,

SGcasino.com

Ok, thanks for information.

Dear Martina,

We have sent you an email regarding this matter. Kindly check your inbox and review the information provided.

Kind regards,

SGcasino Team

I would like to get an information too.

Dear siabaka, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

It seems that not only for you because for me too.

Dear Martina,

We kindly request a short period of time to gather and provide the requested information. We will share the details as soon as possible.

Thank you for your understanding.

Best regards,

SGcasino Team

Dear Martina,

Thank you for your patience.

We kindly ask you to review the case again, as we have already provided the requested information to support your investigation.

Kind Regards,

SGcasino Team

Greetings, all.

Thank you, SG Casino, for providing all the information and the evidence about this case.

Dear siabaka,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

In such a case, we are unable to help.

Respectfully,

Martina