SG Casino - Player's account has been closed.

Salve, SG Casino in data odierna mi ha sospeso il conto e annullato il prelievo richiesto. Vorrei che il casino mi restituisca il saldo residuo.

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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.

• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for the KYC process?
• Have you contacted customer support to ask about the reason why your account was suspended?
• What types of games did you play at this casino to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Ciao,

• non mi è stata chiesta la verifica KYC
• ho chiesto spiegazioni e l'unica risposta è stata questa:

ma non capisco come mai, non ho violato nessuna regola, ho giocato il mio saldo e il bonus di benvenuto normalmente e ho avuto delle vincite sulle slot, vorrei quindi che il casino mi restituisca il saldo nella sua interezza

• ho giocato esclusivamente alle slot pragmatic e alle hacksaw
• ho avuto delle vincite sia con il mio saldo reale che anche con il bonus

Dear Spa815

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, Samuel (samuel.s@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,

Veronika

Dear Spa815,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from SG Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear SG Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Spa815, dear CG team,

Thank you for bringing this to our attention. Kindly be informed that we have forwarded a request to our relevant department regarding this matter. As soon as we have more information, we will update you promptly.

Kind regards,

SGCasino Team

Hello everyone,

Dear SG Casino,

thank you for forwarding the matter to your relevant department. I understand that you are currently waiting for their feedback. Once you receive their response, please provide the exact reason for the account closure and confiscation, the specific Terms and Conditions allegedly breached, and the relevant supporting evidence that led to this decision.

This will allow me to properly review the casino's position and assess the complaint objectively. I will await your further update.

Thank you for your cooperation.

Dear Samuel,

Thank you for your patience.

Player's account was closed as per our Terms and Conditions, section 7.19 and 7.20. Kindly be informed that we have sent you an email regarding this matter.

Kind regards,

SGCasino Team

Hello everyone,

thank you, SG Casino, for the update and for providing the additional information by email.

I have received your email and have replied with some further questions and a request for additional information and supporting documentation. I will review the casino's response once I receive the requested details and proceed with my assessment accordingly.

Thank you for your cooperation.

Dear Samuel,

Kindly be informed that we have sent you an email with requested information.

Thank you for your patience and understanding.

Kind regards,

SGCasino

Hello everyone,

thank you, SG Casino, for the latest update and for the additional information provided by email.

Dear Spa815,

I would like to give you a brief update on the current status of the complaint.

Since taking over the case, I have been communicating with SG Casino by email and have now received additional information regarding the reason for the account closure and confiscation.

I have reviewed the casino's explanation and the available information. However, there are still some aspects of the alleged promotion abuse that I do not consider sufficiently clear, particularly regarding the alleged advantage obtained by delaying certain game rounds and how this affected the wagering/rollover process.

I have therefore sent the casino another email with further questions and requested the specific Bonus Terms applicable to the bonus you received, as well as additional gameplay and balance information. I want to understand exactly how the alleged strategy provided an advantage and how the casino's conclusions are supported by the actual account records.

At this stage, I have not reached a final conclusion regarding the complaint. I will first review the additional information requested from the casino and then assess the case based on the complete evidence available.

Dear SG Casino,

thank you for your continued cooperation.

As mentioned by email, I have sent you some additional questions regarding the alleged delaying of game rounds, the specific advantage this allegedly provided to the player, and the application of the relevant bonus conditions.

I have also requested the complete Bonus Terms applicable to the player's €700 bonus and additional gameplay/balance information so that I can independently reconstruct the relevant sequence of events.

At this stage, I am still reviewing the case and do not consider the matter ready for a final conclusion. I will await your response to my latest email and review the additional information once provided.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your patience. We would kindly inform you that we have sent you an email with additional information.

Kind regards,

SG Casino Team

Hello everyone,

thank you, SG Casino, for your continued cooperation and for providing the additional explanation and supporting information. I appreciate your patience throughout the investigation and the effort you have made to clarify the bonus mechanics and your gameplay.

Dear Spa815,

I have now reviewed the casino's latest explanation together with your gaming history and the other information available in this complaint.

After reviewing your gaming history, I can confirm that the sequence of events described by the casino is consistent with the actual gameplay records. You initially deposited €468, used €300 of your real-money balance for a sports bet, and then used the remaining real-money funds for the qualifying casino bets which resulted in you receiving the €700 bonus.

The issue arose afterwards. The records show that you continued to use unsettled bets and uncompleted game rounds in a way that temporarily reduced your available real-money balance to zero, allowing you to access and wager the bonus balance before the real-money funds had actually been fully wagered according to the applicable bonus conditions.

The gaming history also confirms the delayed Le Bunny round referred to by the casino, as well as the subsequent return of the previously held real-money funds to your real-money balance after the bonus funds had been played.

The applicable Bonus Terms clearly state under section 7.11 that the Real Money Balance must be fully wagered before the Bonus Balance can be wagered. Based on the gameplay records I reviewed, your actions were inconsistent with this requirement and effectively allowed you to access the bonus funds prematurely.

I also note that you did not complete the wagering requirement of the €700 bonus. According to the casino's records, only €718.80 of the required €35,040 wagering amount was completed.

Taking all of this into consideration, I consider the casino's explanation and the evidence provided sufficient to establish that you used the delayed/unsettled rounds to circumvent the intended wagering sequence and gain access to the bonus balance before your real-money balance had been fully wagered.

This is therefore not simply a case of delaying a normal game round. The relevant issue is that the delayed rounds were used in a way that temporarily concealed real-money funds from your available balance and allowed you to wager bonus funds contrary to the applicable bonus conditions.

I have therefore concluded my assessment and consider the casino's decision regarding the bonus abuse and confiscation of the related winnings justified.

For this reason, I will now close the complaint as Rejected.

Thank you both for your cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru