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 His VIP status was revoked, prompting a delayed verification process, and his withdrawals are now blocked, with some payments canceled by the casino.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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Waiting for player to reply
2d 1h 48m 29s
SG Casino
Safety Index:Very highCase summary
Discussion
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3 weeks 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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3 weeks ago
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3 weeks 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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3 weeks 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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2 weeks 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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2 weeks 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 week 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 week 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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5 days 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.
