SG Casino - Player's account blocked after withdrawal attempt.

after a 30€ deposit, i won 970€ and i tried to cash out. It was my first time playing in the SG casino, i tried to withdraw 500€ which is the daily limit and everything seemed good. After 2-3 days i logged in my account to see that the withdrawal was canceled due to my account wanted verification. I sent all the requested documents and then they blocked my account claiming that i broke the rule 9.1 . That is unfair because that is not true!

Dear 7yrymwdbq4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

i was playing slots during an active 100% bonus. I finished the required wagering and then I proceeded to the withdrawal. I also forwarded the email communication with the casino to your email. Thanks for the help!

Thank you very much, 7yrymwdbq4, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear 7yrymwdbq4,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite SG Casino to join the conversation.

Dear SG Casino,

Can you please information on why was the player's account blocked? If the information can't be shared publicly please forward them to me at michal.k@casino.guru

Dear Michal,

Thank you for contacting us.

We have emailed you the account details and evidence of the breach of our terms and conditions.

Please let us know in case you need more information.

Best Regards,

SGCasino

Thank you for your email and evidence, SG Casino team. I have replied back and am awaiting further information to better understand the whole situation.

Dear 7yrymwdbq4,

Can you please confirm if any of your relatives or friends have an account at SG Casino?

Dear Michal,

We have replied to your recent email with more evidences, looking forward to your response.

Thank you for understanding!

Best Regards,

SGCasino

Hello, no friend or relative of mine have a sg casino account. I have played in a lot of casinos with no issue this is the first time something like that happens to me. Casino tries to steal your money at any cost. Unbelievable. I can provide proof and screen shots for everything, let me know if you need anything

Dear 7yrymwdbq4,

Thank you for your email and evidence. I have contacted the SG Casino team with this additional information, and I hope we can find a consensus.

Dear SG Casino team,

I have sent you an email with additional information and I hope we can work together to find an appropriate resolution for the situation.

Dear Michal,

We have replied to your recent email, looking forward to your response.

Thank you for understanding!

Best Regards,

SGCasino

Dear SG Casino team,

I have responded to your email with supplementary information, and I hope we can reach a consensus.

Michal thank you for the time and effort you put in. I appreciate it. I hope the sg casino team understand that im not in the wrong here and i i didnt brake any rules. I truly believe that the issue will be fixed , so i dont have to do further actions which will be time and money consuming. Im

trying to be as responsive as possible as im working full time and also studying at the university. If you need anything else let me know!!

Dear Customer,

Thank you for your patience.

We would like to inform you that after a thorough review of your claim, we have come to a decision to pay out your winnings.

The account, however, will remain closed in accordance with the following article from our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

In order for us to process the payment, we would like to kindly ask you to provide us with your Greek bank account info in the following format via email to support@sgcasino.com:

• Full Name (please include all names including middle names)

• E-mail

• Bank Account’s Owner name

• IBAN

• BIC

• Bank Name

• Bank location (Country)Looking forward to your reply.

Best regards,

SGCasino.com

Hello, i have sent the requested details to you. Let me know

if you need anything else. Thank you for re-considering your decision and making the right choice! Michal you the goat

Dear All,

I'm glad the situation could be worked out. I would like to thank the SG Casino team for their fair approach and for reconsidering their initial decision.

Dear 7yrymwdbq4,

Please let me know once you receive your winnings so that we can close your complaint as resolved.

As soon as i get my money, you will have an update in this thread. I have sent the requested details to the casino but i dont have an answer. I guess we just wait.

Dear SG Casino team,

Please let us know when the payment is sent from your side.

Dear Customer,

We would like to inform that we have not received any email from you.In order for us to process the payment, we kindly request you to provide us with your Greek bank account info via email to support@sgcasino.com

Please make sure that you send it to the correct email address.

Thank you for understanding!

Best regards,

SGCasino.com

Hi , i just forwarded you the e-mail that i sent on Monday

.

I also answered to the email that you sent me about it. Request 11152226

Hi, i can confirm i partially got my money. I got 500€ out of 970€ . When i got them all , i will let everyone know here

Hi , i want to confirm i got ALL my money. Michal you can consider this case closed. Thank you very much for your time and effort

Thank you for the confirmation, 7yrymwdbq4. I'm glad that you received your winnings.

As the complainant confirmed that this complaint has been successfully resolved, we will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru