SG Casino - Player believes that their withdrawal has been delayed.

I won at SG casino 97 euros after making a deposit via my Mastercard. I made a request at 28 of June and since then I have two requests of withdrawals been rejected for no reasons due to technical reasons. My withdrawals was at my deposit Mastercard (same way). Now they informed me about a "manual" withdrawal (after the two rejections) . I was waiting for an email but they ve sent nothing. At the customer support keep telling me to wait or they send me the manual of withdrawals they have already at their site. Don’t know what to do! Make a new request via transfer bank ? What’s the difference ? Or waiting for an unknown to me manual withdrawal?

Dear Bristonjohn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Still haven’t got my money. Now I am waiting for a manual withdrawal without any success. I am waiting 5 days now and no one has contacted me after I ve sent via email the details of my bank account! I am really upset and disappointed! The customer service is amateur and know anything. They say me just to wait. I wait 3 weeks now!

Now they told me to send again my bank details or do a bank transfer!!! I am really disappointed!!! I did a final bank transfer request (my first choices were withdrawal direct at bank master card) ! I don’t know what else to do. They lie to me again and again!

Dear Bristojohn,

Have you received your withdrawal from the casino yet?

Of course I am not! Yesterday and after 4 days for a manual withdrawal, the customer support recommend me to do a new withdrawal via their site. This time not with payment directly at my MasterCard but via Bank Transfer at my bank account. I am really disappointed with them.

I finally received my money. The case can be closed. Thanks a lot for your help.

Hello Bristojohn,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Bristojohn,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru