The player from Germany had 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 had informed them that only account closure was possible, which led to the deletion of the entire balance. The player believed this violated Curaçao licensing requirements for player protection. We clarified that cool-off periods were not mandatory features for online casinos, though self-exclusion should be available for players with gambling problems, and that players were responsible for their accounts and balances. The complaint was ultimately marked as resolved without providing details for the decision.
SG Casino - Player’s winnings have been confiscated after account closure.
Resolved
Our verdict
Case closed
Amount: €21,000
SG Casino
Safety Index 8.4 HighCase summary
Discussion
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2 months 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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2 months ago
Important notice:
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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.
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2 months 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
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2 months ago
TranslationHello Thomas,
many thanks for your response.
Please note that I did not mention gambling addiction in the conversation. I simply stated that I wanted a cooling-off period so I wouldn't gamble away my winnings. I was told that this wasn't possible and the only solution was to close my account. However, if you choose to close your account, you lose your balance. Therefore, I said that this casino offers absolutely no way to protect your winnings.
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2 months ago
Dear Sgcspieler,
Thank for contacting us.
We regret to inform you that, following a comprehensive review of your claim, we have determined that we are not liable for the losses incurred from your active balance.
Our investigation indicates that there were no statements or indicators provided from your side regarding gambling-related concerns. Consequently, we must respectfully decline your claim.
In addition, We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
6.6.2: No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.
8.4: We are not liable for any losses or damages which could be potentially caused by gambling.
Furthermore, there are currently no outstanding withdrawal requests, nor is there an active balance eligible to initiate a new withdrawal.
We hope that this has settled the case for you.
Kind regards,
SGCasino Team
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sgcspieler,
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,
Tomas
