The player from Germany won approximately €16,000 but faces problems with withdrawal delays at the casino. As a VIP player, they expect faster processing times, yet their withdrawals are exceeding the stated deadline of three business days. The limitation of submitting only three withdrawal requests and the slow processing of additional requests means they might wait 2 to 4 months for their winnings.
SG Casino - Player’s withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €16,895
SG Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 days ago
Translation
Here is your text corrected and formulated more clearly:
Hello, I won a large sum of approximately €16,000 at this casino. Now I have a problem: it concerns the withdrawals.
I'm a "VIP player" there, which should mean my withdrawals are processed faster. However, that's not the case. They're even exceeding the deadline stated in their terms and conditions, which stipulates withdrawals should be approved within 3 business days. While a delay of 1-2 days would be acceptable, this is a much bigger problem.
You can submit a maximum of three withdrawal requests at the same time. After that, no further withdrawals are possible until at least one has been processed. This wouldn't be a big problem if everything ran smoothly.
The real problem, however, is that if there are already three withdrawals in the queue, after several days not all of them will be processed, but only one – namely the first one requested. According to the terms and conditions, the casino then has up to three business days to process the next withdrawal. This period is calculated either from the time the request was submitted or from the last processed withdrawal.
I find this very unfair, as in practice it means that – depending on the limit (€500, €800, €1,000 or €1,200 depending on the VIP level) – you effectively only receive a payout every 3 days.
With a larger win, as in my case, it can happen that you have to wait 2 to 3 months, and in case of delays even up to 4 months, for your money. I consider that extremely unacceptable.
I will also answer some of your initial questions in advance:
• I have already had a successful payout at this casino.
• KYC verification was not previously required.
• All winnings were achieved without any bonus and exclusively with real money.
Thank you in advance.
Best regards
Automatic translation:
Public
Public
2 days 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.
Public
Public
2 days ago
Dear Sgcspieler,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify when exactly you requested these three withdrawals?
- What is the current status of your withdrawal requests — are they shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
- When exactly did you make the last successful withdrawal, and how many days did it take to be processed?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
11 hours 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,
Kristina
