SG Casino - Player’s account remains unaddressed after closure request.

Guten Morgen,

ich habe bei Spinbara gespielt und bin leider spielsüchtig. Nachdem ich darum gebeten habe mein Account unwiderruflich zu sperren und ich den Wunsch nach Aufforderung noch einmal bestätigt habe via Mail, habe ich nach Tagen festgestellt, dass der Account nicht geschlossen war. So wie es in der Sucht ist, habe ich weitere 1100€ verspielt und erneut um Schließung gebeten und um Erstattung der getätigten Einzahlung nach erster Bitte um Schließung. Der Schließung ist endlich nachgekommen, die Erstattung wurde an das entsprechende Department weitergeleitet. Seitdem keine Antworten mehr und Ignoranz.

Gleiche Situation ist mir beim identischen Anbieter „Pistolo" widerfahren, welche exakt die gleichen AGBs haben und Pistolo hat mir anstandslos die Verluste erstattet.

Ich bitte um Unterstützung um Rückerstattung aller Verluste, die entstanden sind, nach dem ich um Schließung des Kontos gebeten habe und dem nicht nachgegangen ist in Höhe von 1100€.

Ich bitte um Unterstützung.

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.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Roby Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm which casino do you wish to raise a complaint against?
• Could you please provide the timeline of events? Specifically, when did you communicate your gambling problems, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Guten Tag,

entschuldigen Sie bitte meinen Fehler. Es handelt sich um das SG Casino.

Bezüglich des zeitlichen Ablaufs leite ich Ihnen den gesamten Verlauf per Mail weiter.

Ich bin jetzt inzwischen bei dem Casino Gott sei Dank gesperrt.

Ich bitte um Unterstützung bei Erstattung aller Gelder.

Hello Joko888,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Unfortunately, I have not yet received any emails from you. Please understand that we will be unable to proceed without the necessary supporting evidence. As I mentioned previously, you can reach me at attila.g@casino.guru. If you have difficulty reaching me there, you can also send the information to complaint@casino.guru, or you may attach any relevant screenshots directly in this thread. Thank you for your cooperation.

Hallo Attila,

ich habe dir nun nochmal alle Screenshots zukommen lassen. Dabei habe ich auch einen Screenshot angehängt, wo mich ein VIP Manager kontaktiert habe, OBWOHL ich bereits zuvor Glücksspielproblematiken geäußert habe, was sie scheinbar nicht interessiert hat. Ich hoffe, dass du mir helfen kannst, die Verluste zurückzuerhalten.

Dear Joko888,

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, Michal (michal.v@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,

Attila

Hello Joko888,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear SG Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Guten Tag,

nachdem ich pro-aktiv weiter recherchiert habe und in Erfahrung bringen konnte, dass SGCasino zu dem Mutterunternehmen Stellar Ltd gehört und diese bereits im Vorwege Kenntnis über die Glücksspielsucht hatte, fordere ich SGCasino auf alle getätigten Einzahlungen zurückzuerstatten, die über die 1100€ hinausgehen. Entweder erwähnen Sie hier im Forum, wie hoch die Gesamteinzahlungen waren, oder lassen diese mir per Mail zukommen.

Ich bitte um zeitnahes Feedback seitens SGCasino, um möglichst den Fall zeitnah zu lösen.

Gerne kann das SGCasino auch den Gesamtbetrag der Einzahlungen im Mutterunternehmen Stellar Ltd nennen und erstatten, sodass mit der Gesamterstattung alle von mir bei Casino Guru veröffentlichten Fälle geschlossen werden und ein positives Ende gefunden werden konnte.

Ich bedanke mich im Voraus.

Dear all,

thank you for reaching out to us.

As we can see there was indeed a technical issue with the account and it remained open.

Pursuant to a goodwill and final decision, we are prepared to issue a refund for the amount of 1100 EUR.

In order for us to proceed with your request you will need to send us the following bank account information:

               Full Name (please include all names including middle names)

               E-mail

               Bank Account’s Owner name

               IBAN/Account no.

               Bank Name

               Bank location (Country)

               SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team SGCasino

Guten Morgen,

ich habe meine Bankdaten an support@sgcasino.com gesendet. Ich bitte um zeitnahe Überweisung und bedanke mich recht herzlich bei Casino Guru und beim Anbieter SG Casino.

Ich schließe den Fall sobald die Überweisung erfolgte als gelöst.

Dear Joko888,

Thank you for the update and for providing the requested bank details directly to the casino.

As the refund will be processed by bank transfer, please allow up to seven days for the funds to reach your account. We will keep the complaint open in the meantime.

Please let us know as soon as you receive the full €1,100 refund. If the payment does not arrive within this period, we will ask the casino to provide further information regarding the transfer.

Thank you for your cooperation and patience.

Dear Joko888,

thank you for the patience.

We checked all our emails but couldn't find one where you sent the details. We would kindly ask you to provide them here as sometimes there are issues with the emails.

Thank you in advance!

Best Regards,

Team SGCasino

An das Casino Guru Team,

Sind die Informationen hier dann nicht öffentlich? Ich möchte hier ungern öffentlich Bankdaten angeben.

An SGCasino, haben sie noch andere Möglichkeiten die Daten zu empfangen?

Ich habe jetzt nochmal an support@sgcasino.com und an complaints@sgcasino.com verschickt und bitte den Eingang der Mail zu bestätigen.

Dear SG Casino,

Could you kindly let us know if you received the email from the player?

Dear all,

unfortunately no new mails from customer's email have arrived in our inbox. There might be technical issue and the relevant department is checking it.

In the meantime we kindly ask you to upload the bank details here and somehow hide them or we would gladly accept any other way of providing the details.

Thank you for the understanding and apologies for the issue.

Best Regards,

Team SGCasino

Dear Joko888,

Any personal or sensitive info in this thread will be hidden and will be visible only to you, to me, and to the casino. Please let us know how you would like to proceed regarding sharing the requested details.

Dear all,

we appreciate you providing the details. They have now been forwarded to our relevant department which will take further actions.

Once there is resolution you will be informed accordingly. Thank you for the understanding!

Best Regards,

Team SGCasino

Es hat alles geklappt! Vielen Dank an alle Beteiligten!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Joko888,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal