The player from Ontario had won $400 and attempted to withdraw his winnings. However, he had faced multiple requests for various forms of identification and an up-to-date bank statement, which he had considered unreasonable. We had explained the importance of the Know Your Customer (KYC) process and asked for more details about the documents he had already provided. We also extended the response time by 7 days. Unfortunately, the player did not respond to our messages, leading to the rejection of the complaint due to lack of further investigation.
SG Casino - Player faces delayed withdrawal due to additional verification.
Amount: Can$400
SG Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
hi, this casino is very bad…I’ve won $400 and tried to withdraw it, then they asked me to verify my account and I did it and I’ve been verified…after that they ask another id again for me to verify again and a bank statement up to date, my goodness how I can get a bank statement up to date? We know that our statement for today will come out next month on a second week…this casino is really lazy, the people need to know this so they stop playing to this casino before they will experience a terrible experience I have to this SG Casino…😤, I think the meaning of this SG Casino is ( Shit Gaming Casino? )
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Public
7 months ago
Dear luckymonte09,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please list which documents you have already provided and when exactly did you send the last one?
Do I understand correctly that providing a bank statement of the used deposit method is the last obstacle in completing additional verification in the casino?
Is requesting a bank statement before the month ends in your bank a valid option for you?
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,
Tomas
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