The player from Portugal had requested a withdrawal less than two weeks prior to submitting her complaint. Her money had not been received yet. After a prolonged period of delays and cancellations of her withdrawal requests, she eventually received the full amount after more than a month of waiting. The Complaints Team had confirmed the successful processing of her withdrawals and marked the complaint as resolved. The player expressed dissatisfaction with the handling of her withdrawals but acknowledged receipt of the funds.
SG Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,500
SG Casino
Safety Index:Very highCase summary
Discussion
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11 months ago
Translation
Good afternoon, on January 30th I topped up 20 euros to take advantage of a 100% bonus and free spins. With a wager of 40 times . I was playing and started playing games from the supplier OCTOPLAY, I won a jackpot in JACKPOT HUNT of 3900 euros , but I still had to complete the 100% wager , , I played until I met the requirements and the free spins I did not activate them to be able to withdraw the money . I spoke to support and they told me that I could make the withdrawal but that I could only withdraw 500 euros a day, and that the amount would only be processed after 3 days. Today is February 8th and I have already sent several emails and spoken to support several times and the answer they always give me is to be patient that the process is delayed. It seems that I have been scammed and that SG CASINO is giving suppliers a bad name by taking the money that customers earn. It looks like fraud. I would like to be able to reach the suppliers to warn them but I don't know how to do it. I would like your help to report this situation to the right people so that people don't get scammed.
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11 months ago
Dear marleneborges647,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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11 months ago
Dear marleneborges647,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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11 months ago
Translation
Good afternoon, I hope you're well too. I had three withdrawals pending, each for 500 euros. One of them was paid this afternoon, another is under analysis and the last one was canceled. I spoke to support and they told me there was a technical error and asked me to make the request again. At the moment, 500 euros have been paid and another 3000 euros have yet to be paid. I will place new orders and continue to wait for the remaining payments to be made.
Thank you for your attention and availability ☺️
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11 months ago
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I believe they canceled my order to delay payment, now that I've had to place a new order I'll supposedly have to wait another 3 (supposed) working days for a new payment!!! And that's 3000 euros hanging over my head because not only do they take a long time to start paying, they don't work weekends and to top it off they cancel orders on the pretext of "technical errors".
Unacceptable really !!!!
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11 months ago
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THEY STILL HAVEN'T PAID ME MY WINNINGS AND IT'S BEEN ALMOST A MONTH. I STARTED MAKING WITHDRAWALS ON JANUARY 30TH AND TODAY IT'S ALREADY THE 19TH !!!
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11 months ago
Thank you marleneborges647 for all the information provided. I will now forward your complaint to my colleague Romi ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Dear marleneborges647,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the SG Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear SG Bet Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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11 months ago
Translation
Good morning, this all started when I made my first top-up on January 30, 2025, that same day I made a profit and started making withdrawal requests! It took about 15 days before I started paying anything and even then the payments haven't been made in full. According to the support team, we can have up to 3 pending withdrawals, but we can only process each withdrawal request every 24 hours and they will only be processed 3 days after the request (which has also exceeded these 3 days). The daily request limit is 500 euros. At the moment they've made a few payments, but every time they make a new payment they cancel another of the withdrawal requests made, which means I have to make a new request and everything starts again! In other words, it delays the process again.
I think it's on purpose because it keeps happening!
Support always says it was a technical error and asks me to make a new withdrawal request.
For example, on February 17th I made another withdrawal request, another on the 18th and another on the 19th. The payment for February 17 was only made yesterday, February 22, and then they canceled the request for February 18, and I had to make the request again !!!!.
They do this all the time to delay orders and to this day I still haven't received the full amount. I think it's unacceptable that I've been waiting almost a month for them to pay me in full!!! If they can't take care of players' payments, they'd do well to think about closing down the app. I just want to receive my money in full and for the situation to be resolved once and for all!!!
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11 months ago
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Another day has passed and another order has been canceled by the casino !!! And we're back to square one !!! One cancellation yesterday and another today !!!
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10 months ago
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Four days after I made the withdrawal request again, it was canceled! In other words, on the day they were supposed to pay, they canceled again. Once again to delay payment!
And that's it all the time!
I still haven't received the full amount!!! 
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Dear marleneborges647,
I will now try to contact the casino outside this thread and let you know any updates.
Thank you for your patience.
Respectfully,
Romi
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10 months ago
Dear all,
Thank you for reaching out!
Please be informed that the customer's withdrawals have been successfully processed.
We apologize for any inconvenience caused by the delay.
Best regards,
SGCasino team
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10 months ago
Translation
True, they paid me the last "installment" a few days ago. After more than a month of waiting! It was a very unpleasant situation that I don't intend to repeat. Many cancellations of my withdrawal requests made by the casino itself in order to delay the process, and with each cancellation I had to start the whole process all over again, that is, it only started counting on the second day of the request made, supposedly it took three working days for them to make the payment, but they didn't. And they put it on the weekends, and they didn't pay me. And then they put in the weekends and canceled again. Anyway... Many apologies from the casino every day, it's been like this since January 30th! I only received the first payment when I started complaining in the right and public places after more than 15 days. Anyway, I wouldn't recommend it to anyone because the lack of transparency is agonizing. Apologies don't solve what I've been through.
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10 months ago
Greetings all.
Thank you, marleneborges647, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
Casino.Guru
