The player from Germany reported that his cashback at SGCasino was being withheld despite his VIP status and significant losses. He claimed that withdrawal requests were purposely delayed until he canceled them out of frustration, leading to a loss of funds. The player demanded correct cashback payments and compensation for the alleged manipulation of his gaming behavior. We were unable to proceed with the complaint due to the lack of objective evidence and documented cashback terms to verify the player's claims. Additionally, since the player voluntarily canceled withdrawal requests and had a zero balance at the time, there was no basis to hold the casino responsible for the losses. The complaint was therefore rejected due to insufficient grounds.
SG Casino - Player's cashback is being withheld and account is blocked.
Other
Amount: €6,000
SG Casino
Safety Index 8.4 HighCase summary
Translation
I am filing this complaint because my cashback at SGCasino is being systematically withheld and not correctly credited. Despite my VIP status and a net loss of €6,000, I am being completely ignored by the VIP team.
In addition to the cashback issues, the casino employs a deliberate delaying tactic with withdrawals: withdrawal requests are artificially kept in limbo until I cancel the request out of impatience and gamble away the money again. Only after the balance is lost does support respond. Furthermore, if I raise the issue of missing or incorrectly declared cashback payments in the live chat, I am kicked out of the chat and subsequently blocked.
My demand:
1. Immediate, correct calculation and payment of my entire cashback claim.
2. Compensation of €500 (withdrawable real money without wagering requirements) for the deliberate manipulation of my gaming behavior through payment delays and the systematic blocking of support.
Note: This is one of three cases I am filing against this group of companies (SGCasino, AlfCasino, AllySpin) due to identical business practices. My total losses with this group amount to €30,000. All providers are withholding cashback amounts, ignoring my VIP status, and blocking my support access when I inquire. I expect Casino Guru to urgently investigate these methods.
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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.
- Could you please send me a screenshot or a link to the cashback bonus you wanted to receive? Also, kindly specify the details of the cashback bonus.
- When was the last time you deposited money into your casino account?
- When was the last time you successfully withdrew your winnings from this casino?
- Are you still able to access your account at this casino?
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
TranslationHello Veronika,
Thank you for your support. Here are the answers to your questions to clarify the systemic problems at [insert casino name]:
Regarding cashback: There's no specific link because my problem is that cashback claims (both casino-internal and daily cashback) are being systematically withheld. Credits are often posted without any description or purpose, which doesn't match my calculations. I've complained about this multiple times, and as a result, I was ignored in the live chat, kicked out, and ultimately technically blocked from support.
Last deposit: My last deposit was made on June 9, 2026.
Last successful withdrawal: I have never had a successful withdrawal. The casino uses a deliberate delaying tactic: withdrawal requests are artificially kept in limbo until I cancel the request out of impatience and gamble the money away again. Only after the balance is lost do support respond. This is a deliberate manipulation of my gambling behavior.
Account access: I currently have [no / limited] access to my account.
Additional note: This behavior is not an isolated incident, but systemic. I have already filed separate complaints for the other casinos in the group (AlfCasino and AllySpin) because identical methods are used there. My cumulative losses with this group amount to €30,000.
TranslationCurrent status: I am being completely ignored by the VIP team.
I have repeatedly complained to the support team, but they either leave my emails unanswered or reply that no German-speaking staff are available, even though I can get a translator!
Thank you for your replies.
If we want to investigate whether the cashback bonuses were credited correctly to your account, we need to review the specific terms and conditions of the bonus you activated. If the cashback bonus is granted automatically and calculated by the system, it may not be possible for us to independently verify whether the bonus was awarded correctly.
- You mentioned that you have calculations regarding the cashback bonus. Could you please specify where these calculations came from, especially if there are no cashback terms available on the casino website?
- What is the current real-money balance in your casino account?
- Are you able to access your casino account? Based on your previous response, it is not clear whether your account has been blocked or if you still have access.
TranslationDear Veronika,
Thank you for your feedback. I will gladly answer your questions to clarify the matter:
Regarding the calculation of the cashback:
The problem is that the cashback process is inconsistent. This applies to both the daily cashback and the cashback for the live casino. While a portion of the cashback amount is credited automatically, it's not the full amount I'm entitled to. In the past, I've repeatedly had to contact live support to manually request the difference. My calculations are therefore based on the difference between the (automatically credited) partial amount and the actual agreed/advertised cashback rate. I haven't found any written terms and conditions on the website that would justify this "split" (partly automatic, partly manual).
Communication with the VIP manager:
A major reason for the current uncertainty is that my personal VIP manager has not responded to my emails for several weeks. Since communication with him has completely ceased, I have been unable to clarify the discrepancies in the calculations directly with the casino as usual.
My current real money balance:
My current account balance is €0.00.
Access to my casino account:
Yes, I still have full access to my player account.
I hope this explanation helps you in further examining my case. Should you require any further information or evidence, please let me know.
Best regards,
In addition to my previous comments, I'm sending you a screenshot of my transaction history at SG Casino. This clearly illustrates the lack of transparency regarding the credits: As you can see, cashback amounts are sometimes booked differently (partly as bonus credit, partly as real money), and the status is not consistently traceable. It is precisely this lack of clarity that forces me to contact support again for every credit, as the automatic calculation doesn't seem correct to me.
Dear Albaner01,
Thank you for providing the additional information and the screenshot of your transaction history.
After carefully reviewing your case, I am afraid we are unable to proceed with your complaint. The main issue is that we have no objective way to verify whether the cashback you received was calculated correctly. As you explained, the cashback appears to be credited partly automatically and partly manually, but you were unable to provide any published cashback terms or conditions that would allow us to independently calculate the amount you should have received. Likewise, your own calculations are based on your previous experience rather than on documented bonus rules that we could verify.
While we understand that the lack of transparency is frustrating, we cannot ask the casino to pay additional cashback or compensation without being able to objectively determine that an error occurred.
Regarding the withdrawal delays, we acknowledge your concerns. However, since your current account balance is €0 and you voluntarily cancelled your withdrawal requests before they were processed, we do not have sufficient grounds to conclude that the casino is responsible for the subsequent gambling losses.
Finally, while we appreciate that you were dissatisfied with the communication from the VIP team, Casino Guru cannot require a casino to provide a dedicated VIP manager or respond within a specific timeframe.
As we do not have sufficient evidence to support your claims or to justify requesting additional payments from the casino, we must reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Veronika
