The player from Austria is facing withdrawal issues after requesting a payout a month ago. His VIP status was revoked, prompting a delayed verification process, and his withdrawals are now blocked, with some payments canceled by the casino. He has been waiting for nearly two weeks for verification confirmation.
SG Casino - Player's withdrawal is delayed due to verification process.
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1d 13h 44m 31s
SG Casino
Safety Index:HighCase summary
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1 month ago
Translation
Hello Casino Guru Team.
I've been waiting for my payouts for a month.
I had a large win in February. Withdrawals went smoothly that month. At the beginning of March, the casino revoked my VIP status and set it to zero. After contacting support multiple times, they initiated a verification process two weeks later. I uploaded all the necessary documents, but I've now been waiting almost two weeks for the verification confirmation. In the meantime, they've blocked my withdrawals and even canceled some on their own. Live chat and support are telling me to be patient.
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1 month ago
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.
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1 month ago
Dear Roland90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Could you please clarify the exact date when you requested the withdrawal?
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Have you accumulated your winnings with or without an active bonus?
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
Petra
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1 month ago
TranslationHello Petra.
I can't see the exact date anymore because I've already uploaded everything and I no longer have the option to upload anything. Therefore, everything should have been accepted. But it should have been almost exactly two weeks ago.
I have uploaded the following documents: ID card, bank statement, proof of residential address, and a photo of my credit card.
No, I did not use any active bonus.
Regards, Roland
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1 month ago
Thank you for your reply and for providing the previous details, Roland90.
- Could you let us know when you made your last successful withdrawal and how long it took to be processed?
- Did the casino provide any reason for revoking your VIP status?
- Could you please update us on the current status of your withdrawal and verification status? If possible, please upload a screenshot directly to this thread or send it to my email address petra.h@casino.guru.
Thank you again for your cooperation.
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1 month ago
TranslationThe last payment was made on February 11, 2026.
The casino stated that VIP status is calculated automatically.
The calculation period is based on gameplay over the last 3 months. However, in my opinion, this does not explain the total loss of status.
For verification purposes: I'm currently having to upload bank statements for the tenth time. Neither a screenshot nor the original PDF of the bank statement has been accepted.
Today I uploaded the proof again. 
It's already taken them almost a month to verify my identity. As a customer, I feel a bit cheated.
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1 month ago
Thank you for your reply and for providing the previous details, Roland90.
- Have you received any communication from the casino regarding the status of your verification?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
- Can you specify which withdrawals were canceled by the casino?
You can send me all the evidence/communication to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
TranslationI contacted support again two days ago to ask about the status. They replied that they would forward it to the responsible department and that I would be informed by email. So far, I haven't received any further information.
I deposited via bank transfer and also chose this method for withdrawal.
They cancelled a €500 payout.
Regards, Roland
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3 weeks ago
Thank you for your reply and for providing the previous details, Roland90.
Could you provide above-mentioned additional communication you had with the casino? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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2 weeks ago
TranslationHello Petra.
Thank you for your efforts. Unfortunately, the casino won with its tactics.
After receiving several emails with cashback offers, e.g., if I gamble away €5000 I get 20% back and we'll pay out €2000 immediately, I went along with it. This payout also failed to materialize.
For the community's information: I was at €20,000 and the first withdrawals have been made (approx. €3,000).
After that, withdrawals were simply canceled, and I had to verify my identity (which isn't necessarily a bad thing). The verification still hasn't been completed to this day (I had to upload some documents ten times). When I inquired, the casino asked for patience. Verification doesn't take ten minutes, but okay. Since the casino belongs to a chain where they all look the same, and this has now happened to me twice, this is probably their tactic. I strongly advise against playing there. Small wins are fine, but as soon as you make a larger one, you won't receive it. Therefore, it's a mystery to me how SGCasino can get a 9/10 rating.
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1 week ago
Thank you for your reply and for providing the previous details, Roland90.
Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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5 days ago
Dear Roland90,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
