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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.

Hallo Casino Guru Team.

Ich warte seit einem Monat auf meine Auszahlungen.

Ich habe im Februar einen großen Gewinn erzieht. Im Februar haben die Auszahlungen auch geklappt. Anfang März hat mir das Casino dann meinen VIP Status weggenommen und auf 0 gesetzt. Nach mehrfachen Rücksprachen mit dem Support haben sie mir dann nach 2 Wochen ein Verifizierungsverfahren angehängt. Ich habe danach alle Dokumente hochgeladen, auf die Verifizierungsbestätigung warte ich jetzt auch schon knapp 2 Wochen. Sie haben währenddessen meine Abhebungen gesperrt und von selbst Abhebungen storniert. Live Chat und Support meinen ich soll Geduld haben.

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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

Hello 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

Hallo Petra.

Das genaue Datum kann ich nicht mehr sehen weil ich bereits alles hochgeladen habe und ich keine Option mehr habe etwas hochzuladen. Daher sollte alles akzeptiert worden sein. Aber es sollte ziemlich genau vor 2 Wochen gewesen sein.

Hochgeladen habe ich. Ausweis, Bankauszug, Nachweis der Wohnadresse und Foto meiner Kreditkarte.

Nein habe keinen aktiven Bonus genutzt.

Lg Roland

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.

The 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.

Die letzte Auszahlung wurde am 11.2.26 durchgeführt.

Das Casino meinte, dass die Berechnung des VIP Status automatisch berechnet wird.

Der Berechnungszeitraum ist das Spielverhalten der letzten 3 Monate. Das erklärt meiner Meinung aber nicht den Totalverlust des Status.

Zur Verifizierung: Ich muss gerade zum 10 mal einen Banknachweis hochladen. Es wurde weder ein Screenshot noch die Original PDF des Kontoauszuges akzeptiert.

Heute habe ich erneut den Nachweis hochgeladen.

Sie brauchen jetzt bereits fast ein Monat um mich zu verifizieren. Da kommt man sich als Kunde etwas „verarscht" vor.

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.

I 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

Ich habe vor 2 Tagen wieder einmal den Support gefragt wie es aussieht. Sie haben geschrieben, dass sie es an die zuständige Stelle weiter leiten und ich per email informiert werde. Bis jetzt habe ich keine weiteren Informierten erhalten.

Ich habe per Bankeinzahlung eingezahlt und diese auch für die Auszahlung gewählt.

Storniert haben sie eine 500€ Auszahlung.

Lg Roland

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.

Hello 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.

Hallo Petra.

Vielen Dank für die Mühe. Das Casino hat leider mit seiner Taktik gewonnen.

Nachdem ich mehrere Emails mit Cash back Angeboten erhalten habe zB wenn du 5000 verspielst dann bekommst du 20% zurück und wir zahlen 2000€ sofort aus habe ich mich darauf einlassen. Auch diese Auszahlung wurde nicht durchgeführt.

Zur Info für die Community: Ich war auf 20000€ die ersten Auszahlungen wurden durchgeführt ( ca 3000€)

danach wurden Auszahlungen einfach storniert und ich musste mich verifizieren ( was Ansicht nichts negatives ist). Die Verifizierung ist bis zum heutigen Tag nicht durchgeführt worden ( habe manche Sachen 10 mal hochladen müssen) das Casino bittet bei Nachfrage um Geduld. Eine Verifizierung dauert keine 10 Minuten aber ok. Da das Casino zu einer „Casinokette" gehört wo jedes gleich aussieht und mir das jetzt bereits zum zweiten Mal passiert ist; ist das wohl die Taktik von diesen Anbieter. Ich rate dringend davon ab dort zu spielen. Wenn man kleine Gewinne macht ist es gut aber sobald man einen größeren erzielt wird man diesen nicht bekommen. Daher ist es mir ein Rätsel wie das SGCasino eine Bewertung von 9/10 bekommen kann.

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.

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru