The player from Germany had requested to have his account blocked due to gambling addiction on April 18th but received no response from SG Casino. Instead, he experienced an upgrade to VIP status, which led to significant losses. He demanded a full refund, citing violations of both the casino's terms and applicable German law, and expressed a willingness to resolve the matter out of court. The Complaints Team reviewed the evidence provided and concluded that without the ticket ID or original email from April 18th, it could not be proven that the request had been received by the casino. Ultimately, the complaint was rejected as the account had been closed following a self-exclusion request on July 26th, and no balance had been voided. The player was advised to pursue further action through the Anjouan Gaming Authority if needed, as German law did not apply to this case.
SG Casino - Player’s account remains active despite self-exclusion request.
Unjustified complaint
Amount: €10,500
SG Casino
Safety Index:HighCase summary
Translation
Hello,
I contacted SG Casino on April 18th with the information that I am addicted to gambling and that my account should be blocked.
On the evening of April 18, I contacted several casinos (where I had accounts) to have them closed.
There was no response at all from SG Casino. Instead, my VIP level was upgraded, and I was dragged deeper and deeper into the abyss. I lost over €10,500 at SG Casino between April 19 and July 26 alone. I demand a full refund. SG Casino has not only violated its own terms and conditions but also applicable German law.
Attached is my email from April 18th – I received no response at all. I also attempted to close the account in May and June. The last time was in July – the account remains open despite my addiction, and I'm constantly being lured by cashback offers to keep playing. Most recently, on July 26th, I informed myself again about my addiction and immediately received an email offering €100 cashback to keep playing. SG Casino's behavior isn't just morally questionable. It's also simply illegal. My lawyer has already informed me that there are very good prospects for reclaiming the money in court. However, I would like to give SG Casino the opportunity to resolve the matter out of court.
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 whether your account has been blocked or if it is still accessible to you?
- When was the last time casino allowed you to make a deposit, please?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share all of your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
TranslationI have not been able to access my account since this morning.
My last deposit was made yesterday evening.
I had written several emails.
As I said, the origin is on April 18th and that is what I am referring to.
Losses from this period must be reimbursed.
It is a good idea to ask someone from the casino for their opinion.
Dear danielgmuc,
We believe there could be some misunderstanding.
We can confirm we never received any email on April 18, 2025. The email of closure request due to gambling addiction was received on July 26, 2025. And your account was closed on July 28, 2025.
However, we would still like to check this for you. Therefore, we kindly request you to please share the reference number for the email you are referring to from April 18, 2025.
We would kindly want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please share the reference number so we can check and help you accordingly.
We are looking forward an update.
Kind regards,
SGCasino team.
TranslationNo, there's no misunderstanding – I've uploaded the screenshot of the email here. Your reaction is consistent with your scam casino.
The email was sent on April 18 at 11:10 PM. Luckily, I have the screenshot. Unfortunately, I no longer have the email history. (The screenshot, however, shows that the recipient is correct.)
And I've asked several times to close my account. Not just on April 18th, but here for the first time. On this date
I am referring to the reclaims.
Among other things, in May and again on July 4th - you should also have received this email.
You never responded, but drove me deeper and deeper into addiction with your VIP offers. Sometimes up to 5 calls per week. Screenshots are available here, too!
TranslationSince no further response has been received so far, I would like to summarize again:
I contacted the casino on April 18th at 11:10 PM with a request to close my account due to my gambling addiction. (Casino Guru has the screenshot. It shows both that the email was sent and that the recipient support@sgcasino.com is correct. I've uploaded the screenshot here again. I will also provide it to the court.)
There was no response. Instead, the VIP manager tried to encourage me to continue playing.
Between April 18 and July 27, I lost over €10,500 in your casino. This amount must be refunded to me in full.
You have not only violated your terms and conditions but also applicable German law.
My lawyer is currently preparing the lawsuit. In addition to reimbursement of my losses, we will demand that their IP address be blocked in Germany. They not only deal negligently with gambling addiction, but also encourage players to continue gambling, sometimes through perfidious phone calls.
Over the past few weeks, I've also tried to close my account several times, but nothing has happened to date. The casino is aware of my addiction, but they handled it shamelessly. They repeatedly tried to drive me further into my addiction with cashback offers and phone calls.
Among others, by VIP managers "Nikkie" and "Leon"—I'm also convinced that Kingmaker Casino and SG Casino are working together. I was accidentally contacted by the same "Nikkie" on behalf of both casinos—the screenshots are also available here.
The claim that they didn't receive an email is outrageous, as I have more than one example. They're trying to get out of this situation without consequences. I will pursue all legal means against SG Casino.
I would like to give them the opportunity to comment, reimburse me for my losses, and take preventative measures for the future by August 5th.
Best regards
D****** G******
Dear SG casino,
thank you for your reply.
Dear player,
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello danielgmuc, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of SG Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
TranslationHello Matej, most of the information can already be found here in the course.
The casino denies having received an email, but fortunately I took a screenshot.
This is clear and is also available to my lawyer. Since the casino has shown no insight into its misconduct, we will file a lawsuit against Stellar Ltd. (SG Casino) with the Munich Regional Court I later this week.
There was not just one request for self-exclusion.
It can be assumed that the casino operates systematically, driving gambling addicts further into addiction and trying to bind players to the casino through VIP offers.
The VIP representatives also made some very difficult statements to me over the phone. When asked about my addiction, the following reactions were among those I received: "Reconsider, you get the best deals here."
Also telling: When I last applied for self-exclusion on the morning of July 26, I received an offer from the VIP department about nine hours later. I'm sending you this screenshot.
I have a lot of evidence—the case is very clear, which is why we are legally demanding the full amount of the damages. We are also currently examining whether we can claim compensation for pain and suffering. Because of my addiction, I am receiving therapy.
TranslationHello Matej, do you have an update? If SG Casino doesn't respond promptly or reimburse me for my losses, my lawyer will file a lawsuit immediately.
Hello, if there is any update, I always post at least a quick reply regarding the current development. Please wait with the lawsuits and other stuff, as that would render any further mediation impossible.
While waiting for the casino to reply, could you please forward me the original e-mail regarding gambling addiction that you have sent to the casino?
Also, could you please let me know if you have received any confirmation of the casino receiving the original message (usually Zendesk tends to send an automated message with ticket ID number)?
And lastly, what else did you do after not receiving any reply to your original request? Have you sent further e-mails? Spoke with the live chat? Anything you have done afterwards, if you have screenshots or further messages, please send them all to me at matej.l@casino.guru so I can upload it amongst the evidence for this case, to help me with the further mediation. Thank you.
TranslationHey Matej,
Unfortunately, I no longer have the emails because my inbox only stores them for four weeks due to storage restrictions. I'm just glad I took a screenshot of the email back then. I only took it because I thought there might be problems at some point.
I sent you all further evidence yesterday, as well as an email dated July 4th with the self-exclusion.
The remaining communication took place exclusively via Telegram and telephone.
I could send you screenshots of the number that kept calling me.
Unfortunately, I don't have any more information, but it should still be enough to see that there's a system behind this. Rather than banning addicted gamers, they continue to lure and encourage them.
I'll wait until the end of the week to file a lawsuit. As I said, the case is extremely clear; I'm extremely surprised that the casino continues to entangle itself in lies and excuses.
But my patience is slowly running out - the casino has ruined me - so I won't wait much longer.
Dear Matej,
We have sent an email showing evidence we never received any email from danielgmuc on April 18, 2025.
However, if danielgmuc can help us with reference number we would try our best to help you in this situation. Thank you.
We will wait for an update.
Kind regards,
SGCasino team.
Translationthat is an absolute cheek.
And you never received the email from July 4th, did you?
You're making a fool of yourselves, but that fits with your fraudulent behavior and the behavior of your VIP managers, who want to drive gambling addicts further into addiction.
TranslationIn addition, dear SG Casino, I have a list of questions that you would like to answer.
Data disclosure according to GDPR
- Is there a connection between SG Casino and Kingmaker Casino? I was contacted by the same VIP manager. His name is "Nikkie."
- How much were my losses between April 18 and July 27, 2025
- They say they didn't receive my self-exclusion from April 18th. I will also swear under oath that I sent that email. What about the email from July 4th with a self-exclusion? Did they not receive that either?
- Why was cashback credited to my account a few hours after my last self-exclusion and did my VIP manager try to get me to continue playing?
- What do you say about the fact that VIP managers keep trying to encourage players to continue playing despite warnings about gambling addiction?
Thank you SG Casino for the provided evidence, I will review it shortly.
While I do that - dear danielgmuc, SG Casino uses Zendesk as their support platform, and we had cases with many other casinos using this service, where messages were received days or even weeks later, or even lost - while my colleagues who were CCed into the messages, received them instantly. Personally, I dislike Zendesk very much.
With this being said, Zendesk always sends an automated reply once it receives a message, with a ticket ID number. If you have received the automated message after sending the self-exclusion e-mail on 18th April, please let us know the ticket number, and the casino will be able to locate your e-mail within seconds. If you have not received this message, it means it was not delivered to the casino.
Also, please let me know what else you have done after not receiving any response to your message from 18th April. Have you contacted live chat inquiring about the status of your request? Have you sent another e-mail reminding the casino about your gambling addiction, and that the account needs to be closed ASAP? I am asking, because so far I have seen one screenshot of the message that could have been lost, and a regular account closure request because the casino did not give you bonus. If you made any further attempts to self-exclude, now is the time to let me know.
As for the Kingmaker and SG Casino connection - both casinos are being owned and operated by different companies. However, I have no knowledge whether those companies belong to a corporation or a group.
TranslationUnfortunately, I don't know if I received an automated email because, as I said, I no longer have those emails. I only have a screenshot of the emails I sent (which I took just to be safe).
I reported my gambling addiction to the VIP managers via Telegram and by phone, but nothing happened.
And also regarding the email on July 4th - even without giving a reason, the account must be closed at the player's request.
However, the casino has denied this request several times, hoping that I would lose even more money with them.
My patience is at an end, and the casino is showing no understanding, so we will file a lawsuit tomorrow, Friday, and try to get my money back through my bank.
Apologies for the late reply, I wanted to make sure I am not missing anything important. I have now reviewed the evidence provided by the casino and re-reviewed the one sent by the player.
Unfortunately without the ticket ID that the Zendesk system sends after receiving a message, it will be impossible to prove that the e-mail sent 18th April has reached its destination. Furthermore, the player confirmed not having the original message either, which means there is no credible evidence available. While I do not imply that the player is lying - but since the threat of the lawsuit has been brought up - I am just pointing out that without a solid proof, there may be nothing to take to court.
Dear danielgmuc, the SG Casino has provided me with multiple conversations between yourself and the support team - before and after the 18th April. Not a single one is mentioning gambling addiction, however each one is focusing on cashback and threatening the casino if no cashback is given. Not a single conversation has been showing you asking about the state of the account closure, and why the request from 18th April has not been adhered to. This also does not add any weight to the original claim.
The only self-exclusion request that mentions gambling addiction has been received on 26th July, followed by rather quick account deactivation. Upon closer look, the message from 26/07 is completely different from the one sent 18th April so I don't think this is the same message being received few months later. Knowing Zendesk's instability, I am prone to believe the message sent on 18th April has simply not reached its destination, which happens occasionally to all the casinos using this system.
Since the account is now closed and according to the cashier history (also provided by the casino) there is nothing to refund, I believe this complaint now can be rejected. However, before I close it, I will leave it open for any further questions to be answered, or to provide further explanation that may be needed.
Lastly, if you have any supporting evidence - like the said Telegram conversation where you told the VIP manager about your gambling addiction (even if the manager deleted his part of the conversation, your messages are still available to screenshot and provide), or if you have any screenshots of talking to the live chat asking about the status of the 18/04 self-exclusion request, please do not hesitate to send them to me either by uploading to this thread or emailing directly at matej.l@casino.guru, as that would allow me to keep this complaint open and investigate further. If there are no further questions or additions, I will close this complaint shortly.
TranslationI'm sorry. You're ridiculous and not even focused on a solution. And again, the warning. The email from July 4th is available – it clearly communicates the request to close the account. The reason is completely irrelevant under German law. Even the casino's terms and conditions state that the account will be closed within 24 hours.
The casino is obligated to do so. Furthermore, the casino hasn't yet answered my list of questions – as I said, unfortunately, I no longer have the email from April 18. I'm demanding a refund of all losses from July 4 to July 27. And yes, dear casino.guru – the casino is obligated to do so, since my account wasn't closed as requested. There's a tactic behind this anyway, to keep losing more and more. Disgusting.
Dear danielgmuc, I am sorry you are seeing things this way, and that I could not be of more help. Since the casino has proved that they closed the account after receiving the self-exclusion request on 26th July and no balance was voided (also proved that your deposit of 199€ done within this time you have also managed to withdraw before the account closure), this complaint will now be closed as "rejected", as I believe there is nothing more to mediate.
Unfortunately, it is impossible to prove that the message has been sent (since you do not have the original e-mail from the 18th April) or received by the casino (as you neither have the the ticket ID) and thus I have nothing to use as a leverage. Furthermore, you have never once inquired with the casino regarding the status of the request from 18th April - neither by further e-mails or via live chat, which we consider to be an insufficient effort on your end. Instead, all the numerous conversations provided by the casino are referring purely to requests for cashback and bonuses.
Regarding the e-mail from 4th July - in this message you are requesting a regular account closure, if the casino does not provide you with a bonus. There is no mention of gambling addiction, therefore it is assumed you were in full possession of your faculties, and were able to simply stop depositing/playing until the account gets closed. Therefore I can't use this message as a leverage either.
And lastly, I would like to point out that the casino is licensed by Anjouan Gaming Authority, which does not cover Germany, as is stated within the validator itself:
This ties to the point 2.2 of the casino's T&C that you agreed to when signing up:
This means German law does not apply to this case and if you would like to go the official route, I would suggest complaining directly to the Anjouan Authority via the validator present on the casino's front page. I must warn you though, that due to the abovementioned reasons, I strongly believe the complaint will be ruled in favour of the casino.
Best regards,
Matej
