The player from Germany was frustrated with the casino's inconsistent withdrawal practices. Despite an agreement on daily withdrawals, a request over €500 had been ignored. Additionally, the player was confused about still being at Level 1 after significant investment and was unhappy about unexplained cancellations and extended waits for payouts. The Complaints Team had advised the player to wait at least 14 days after requesting their withdrawals before submitting a complaint. However, they were unable to proceed with the investigation due to a lack of response from the player.
SG Casino - Player complains about inconsistent withdrawal practices.
Amount: €6,500
SG Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
Two of my payouts were unexpectedly cancelled, even though a previous one had been processed.
After a streamer messaged the manageress on my behalf, the second payout arrived within 3 hours.
We agreed that I would request one payout per day and that it would be approved the same day. As arranged, I submitted a request for a payout of over €500 yesterday, but nothing happened. When I contacted basic customer support, they referred to their 3-day term stipulated in their policies. Even though I am still a Level 1 player, I have accumulated 600 diamonds and for every €100 in turnover, one receives 1 diamond, so one can figure out how much I have already invested, which makes the Level 1 status hard to comprehend. The thing that frustrates me the most is that my payouts are being cancelled for no reason, and then I have to wait another 3 days for a resolution. Oh, and payouts aren't processed on the weekends, which is very strange for a casino that is part of a large group. I am almost tempted to label it as a fraudulent practice.
Automatic translation:
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8 months ago
Dear mm181726,
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 the 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, please, let us know and we will intervene and try to help you.
- In the meantime, could you please provide clarification on what the disputed amount represents?
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
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8 months ago
Translation
Hello Petronela,
The fee is made up of my winnings.
It's probably crazy that I have to wait 14 days, that's a fact.
You can't even do the Kyc check voluntarily.
Besides, nothing else needs to be checked. Since the entire amount extends from one deposit. And you have already approved and paid out two tiny withdrawals.
But the really outrageous thing is that two payouts were canceled for which I waited 4 or 3 days as requested in your terms and conditions and you didn't offer me a replacement. Yesterday I requested another payout of €500 but you told me to wait for 3 days. Today I applied for one again, ok it's the weekend, I don't understand that an online casino has a weekend, but it's good.
If you treat all customers like this then respect for your lack of interest in the customer
Best regards
Marc M***
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Hello mm181726,
Have there been any developments since our last conversation, please?
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8 months ago
Dear mm181726,
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.
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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
