SG Casino - Player seeks refund after account was reopened.

Liebes Team von CASINO GURU,

ich bin spielsüchtig und habe SGCasino darüber schriftlich per Mail am 24.02.2025 informiert.

Ich habe dort um eine dauerhafte Sperre wegen Spielsucht gebeten.

Mein Konto wurde am 30.04.2025 geschlossen.

Nun wurde mein Konto gegen meine Willen und ohne meine Zustimmiung wieder eröffnet.

Da ich am 23.03.26 und am 02.04.26 Suchtdruck hatte, habe

ich am 23.03.26 einen Betrag von 400,00 € eingezahlt und verloren.

Und am 02.04.26 einen Betrag von 2.850,00 € eingezahlt und verloren.

Ich bitte daher um Erstattung der eingezahlten Gelder in Höhe von 3.250,00 € und Schließung meines Kontos.

Liebe Grüße

Christian

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Dear bladezeroone,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for providing the forwarded document — it is very important for this case. I can confirm that in your original request you clearly stated that you wanted your account to be permanently closed due to gambling addiction, along with additional restrictions such as being placed on exclusion lists and not being contacted again. The casino also confirmed the closure of your account on April 30, 2025.

To better understand how the situation developed afterward and assess the casino’s responsibility, I would like to ask you a few additional questions:

• When exactly were you able to access your account again after it had been closed?
• Did you take any action to reopen it (e.g., contacting support, resetting password), or was it simply accessible again?
• Did you receive any promotional emails, SMS, or other communication from the casino after your self-exclusion? If yes, please share them.
• Were the deposits on March 23 and April 2, 2026 made through your original account, or was a new account created?
• Have you contacted the casino regarding this issue after the losses? If yes, what was their response?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Liebe Petronela,

gerne möchte ich Ihre Fragen wahrheitsgemäß beantworten und bedanke mich schon jetzt für Ihre Mithilfe.

I. Vermutlich wurde das Konto im Dezember letzten Jahres von SGCasino wieder eröffnet.

Dies schließe ich daraus, das die erste Werbemail vom 27.12.25 datiert.

II. Ich selbst habe definitv keine Maßnahmen ergriffen. Es wurde ohne meine Zustimmung und gegen meinen Willen einfach wieder eröffnet.

III. Die Werbemails und SMS begannen wieder ab Ende Dezember letzten Jahres.

IV. Die Einzahlungen wurden defintiv über mein ursprüngliches Konto getätigt. Es wurde kein neues Konto bei SGCasino eröffnet.

V. Ich habe das Casino nicht kontaktiert und wollte direkt CASINO GURU um Hilfe bitten.

Liebe Grüße

bladezeroone

Dear bladezeroone,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear bladezeroone,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SG Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SG Casino representative to join this conversation and participate in resolving this complaint.

Dear SG Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear bladezeroone,

We kindly inform you that your account has been permanently closed. Moreover, we will need some time to investigate the case and we will have updates regarding the matter at the nearest time possible.

Thank you for your patience and understanding.

Best regards,

SGCasino Team

Dear SG Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear bladezeroone,

Thank you for your patience and we deeply sorry for this circumstance.

As a gesture of goodwill, we are happy to return your deposited amount of 3250 EUR.

To proceed with the refund, kindly provide us with your bank details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Once we receive this information, we will initiate the refund.

Thank you for your cooperation.

Best regards,

SGCasino Team

Dear bladezeroone,

The casino has reviewed this case and agreed to a refund of €3,250.

They would now like to receive your bank details in order to proceed with the refund.

You can either send them an email or post it in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear SG Casino,

The player has shared their bank information in this thread.

Please let us know once there is any update regarding this case or once the refund has been processed.

Thank you.

Dear bladezeroone,

We kindly inform you that the 3250 EUR refund has been completed successfully.

Best regards,

SGCasino Team

Dear bladezeroone,

According to the casino, the refund has been processed on their side.

Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hiermit bestätige ich den Zahlungseingang und bedanke mich bei Casino Guru für die Unterstützung.

Liebe Grüße

bladezeroone

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bladezeroone,

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,

Igor