The player from Brazil reported that his account was closed in September 2025, and despite receiving written confirmation from the VIP Manager regarding a transfer of R$ 3,500.00, the funds were not processed. He had made multiple follow-up inquiries but received no response after the initial promise. The player confirmed that his balance had been accumulated solely through sports betting, without using any bonuses, and no verification documents were requested before the account was blocked. We explained that due to limited expertise and lack of access to the casino's internal investigation tools related to sports betting disputes, we were unable to fairly assess or resolve the complaint. Consequently, the complaint was closed without a resolution.
SG Casino - Player's account has been closed and funds withheld.
Other
Amount: 3,500 R$
SG Casino
Safety Index 8.4 HighCase summary
I am reporting a serious issue regarding SGCasino and the withholding of my funds. My account was closed in September 2025, and I immediately contacted their support to inquire about my balance of R$ 3,500.00.
On September 16th, 2025, I received an official reply from Mr. Thiago (VIP Manager), who stated: 'The balance in your account will be transferred to you.' This message was a direct response to my inquiry, confirming that the casino officially acknowledged my right to these funds.
Despite this explicit written promise from the casino’s management, the transfer was never processed. I sent multiple follow-up emails on September 21st, 22nd, 23rd, October 2nd, and December 24th, 2025, but I have been completely ignored since that initial promise.
They acknowledged the debt in writing but failed to fulfill the payment. I am seeking your mediation to hold SGCasino accountable for their VIP Manager’s written commitment and to ensure I receive my R$ 3,500.00."
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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?
- When was the last time you were in contact with the casino?
- Have you submitted any documents for verification purposes? Which ones? Were all your documents approved?
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
Hello,
Thank you for your assistance. Here are the answers to your questions regarding my case with SGCasino:
How long were you a player and when was the account blocked? I was a player for approximately 3 days. My account was blocked on September 16th, 2025.
In which games did you accumulate your balance? My entire balance was accumulated through sports betting.
Did you reach your balance with the help of a bonus? No, I did not use any bonuses.
When was the last time you contacted the casino? My last attempt to contact them was on December 24th, 2025, following several previous attempts in September and October that were ignored.
Did you send any documents for verification? No, the casino never requested any documents or identity verification from me before blocking the account.
Best regards.
Thank you for your patience throughout the complaint process.
Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
Best regards
Tomas
