The player from Germany made a significant profit of approximately €21,000 without bonuses but faced issues when requesting a cooling-off period to secure their winnings. The customer service informed them that only account closure was possible, leading to the deletion of the entire balance, which the player believes violates Curaçao licensing requirements for player protection.
SG Casino - Player’s winnings have been confiscated after account closure.
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Waiting for casino to reply
6d 22h 23m 24s
SG Casino
Safety Index:Very highCase summary
Discussion
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14 hours ago
Translation
Hello,
Last month, or rather at the beginning of this month, I made an excellent profit at this casino. The profit was made without any bonuses, exclusively with real money. My highest win was approximately €21,000.
I contacted live chat several times to request a cooling-off period for my account so I wouldn't gamble away my winnings and could withdraw them. However, the customer service representative informed me that this was unfortunately not possible and the only solution was to close the account. According to the casino's terms and conditions, this resulted in the deletion of my entire balance.
To my knowledge, all casinos with a Curaçao license are required to offer a cooling-off period. Unfortunately, I don't have screenshots of the conversation, but the casino can certainly understand this and confirm that I inquired about it in the live chat.
In my opinion, especially since the casino advertises itself as being committed to player protection, this is a massive failure in the area of player protection. Players are given absolutely no way to protect their winnings.
I don't mean to criticize the casino, but I would like to hear Casino Guru's opinion on the matter.
Automatic translation:
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1 hour ago
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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SG Casino. Please note we don't consider cool-off to be a mandatory responsible gambling feature in online casinos. We believe, however, that regardless of the license status of online casinos, the casino should provide a self-exclusion to players suffering from gambling issues. If you indicate to the casino that you are suffering from a gambling addiction and you wish to close your account, the casino should use the threat of confiscating your balance to keep your account open. Players are otherwise fully responsible for their accounts, balances in the casino, and all bets taking place.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you requested payouts of your winnings? Are there any unprocessed payouts currently pending?
- Is the amount you are inquiring about still waiting to be withdrawn?
- Have you passed account verification in the casino recently or in the past?
- Have you disclosed any gambling issues to the casino at any time?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
