The player from Austria faced issues with an unresponsive live chat at the casino and wanted their money back without having redeemed any bonus. He reported that his account was blocked after requesting a withdrawal of 500 euros and having an additional 130 euros in his account. Despite contacting the casino multiple times, he received no adequate response. We advised waiting 14 days for the payout process and extended the timer by 7 days. Due to the player's lack of response, the complaint was rejected as further investigation was not possible.
SG Casino - Player faces unresponsive support and withdrawal issues.
Amount: €500
SG Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
The live chat is unresponsive. I didn't redeem any bonus. I just want my money back. Name: fistaisda
Automatic translation:
Public
Public
4 months ago
Dear Fistaisda,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with SG Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
Public
Public
4 months ago
Translation
Yes, according to the casino, a verification process is not necessary. Emails are not answered, live chat is not available. I just want my winnings of 500 euros
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Now I have been blocked by the administrator. I requested 500 eur for withdrawal and have 130 eur in my account
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
I requested account management several days ago despite huge losses, but there was no response. Today I cancelled the withdrawal of 500 euros and played again and won an additional 130 euros. Then I requested another 500 euros as you can't withdraw more per day. I also have a real money balance of around 130 euros in addition to my 500 euro withdrawal request, but my account was subsequently blocked. I urgently need help as I suspect that the casino does not want to process my withdrawal. I have not received a response from the casino, here is the current withdrawal request again.
many thanks for your help
Automatic translation:
Public
Public
4 months ago
Translation
Yesterday I surprisingly reached the live chat which answered my questions with standard words 
Automatic translation:
Public
Public
4 months ago
Translation
Here you can see that the live chat confirms the rightful claim to my winnings, guarantees my payout but puts me off
Automatic translation:
Public
Public
4 months ago
Dear Fistaisda,
Please note that we always recommend to wait 14 days for any payout and as it's hasn't been even a week, I can only advise to wait. Also did you ever ask the live chat regarding the blocked account as I could not find anything regarding that from the screenshots.
Public
Public
4 months ago
Translation
But I think the longer you take with this casino, the bigger the problems become. It's not normal to wait 14 days for a payout. You can also deposit unlimited amounts but only withdraw 500 euros a day. My emails have still not been answered. And the live chat is available every two weeks. I don't understand your rating, even when you see what problems other players have had with this casino.
Automatic translation:
Public
Public
4 months ago
Translation
Apparently I have been blocked from the live chat and my emails have not been answered for two weeks
Automatic translation:
Public
Public
4 months ago
Translation
If I get through live, I'm asked for my account details over and over again, which I sent to the casino x times. Then I'm thrown out of the chat
Automatic translation:
Public
Public
4 months ago
Dear Fistaisda,
The 14 days are recommended by us and we can only advise to wait for now. Please let us know once it would take longer.
