SG Casino - Player’s account has been closed after declined documents.

Hello, i won 4500€ from SG Casino.

They requested documents from me and declined my real documents and just shut the account down.

They send us a email message saying that account is closed and documents was wrong and they werent.

This is a crime.

Dear anzelika33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SG Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? Did you achieve your current balance with or without an active bonus? 

Which types of documents have you provided for the verification? How did the casino inform you about their decision? Could you please share the email you received from the casino to tomas@casino.guru?

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,

Tomas

Hey there.

Sent to them

Passport

Identity card

Bills

Selfie

Deposit receipt

The email they sent came from a sister casino.

I created the account somewhere on June 27, 2023

They have changed the terms of use on June 29, 2023.

I sent you all the emails.

is of course a screenshot from a different time.

Yt Anzelika

Thanks for your emails.

Could you please explain what is currently your country of residence? Could you please advise which address you filled in your casino profile?

I live in Finland since 2003 .

The address I have given , my home address where I live since 2005

YT.Anzelika

Thank you very much, anzelika33, for providing the necessary information. 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.  

Hey. Thank you very much. Today I visited the chat at the casino, I asked what stage my case is at, they answered that the kyc department examined my documents.

Hello anzelika33,

I'm Michal and I have taken over your complaint. I have reviewed your case and after reviewing your documents maybe the casino team was a bit confused that your documents are issued by a different country in which you currently reside, however, I don't think this should be an issue.

With this being said, 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 explain why the player previously did not pass the verification process?

Thank you for bringing your complaint regarding your experience with SG Casino to our attention. I understand that you won €4,500 at SG Casino, but your account was closed after the casino declined your submitted documents during the verification process, stating that they were incorrect. I apologize for any inconvenience this may have caused you.

We appreciate your patience, and we will do our best to resolve this issue to your satisfaction. Should you have any further updates or questions, please don't hesitate to let us know. We are here to assist you throughout this process.

Kindly share your username with sgcasino.com so we investigate further.

All customer documents are genuine, on what basis do you even have the right to leave the winnings at the Casino unpaid?

You have always told all customers that the profit is paid by the game manufacturer.

Now we see that it is not true.

So it's ridiculous that you said that "the customer books didn't go through" and that's why the account was closed.

So as I asked "What have I broken"

Answer:

We can't tell you, you will receive an email.

The e-mail hasn't arrived because I haven't broken anything.

I have also sent all customer documents here. What is criminal about these?

Tunnus kasinon on anzelika33

Dear SG Casino,

Can you please provide more information on why were the player's documents declined?

If the information can't be shared publicly please send them to me at michal.k@casino.guru

Dear Michal,

Thank you for reaching out. Please be informed that we sent you an email.

Looking forward to your reply.

Best regards

Thank you for your email, SG Casino. I have replied back with additional questions to better understand the whole situation.

Dear anzelika33,

Has anyone else in your household opened an account at SG Casino?

Haven't asked all the family members, because today I live alone with a child, even though I'm married. My child and I have left the official address. The child is 17 years old and I don't think he has opened an account. The other child is 20 and has been living on his own for over a year. My husband lives in Hämeenlinna and has his own address.

Dear anzelika33,

When exactly did your husband change his address? Additionally, I'm curious to know if any of your children share the same name as your husband.

August 2022. The boy is Marcus.

Dear anzelika33,

Thank you for now. I have to wait for additional information from the casino to be able to find a potential solution to your situation.

Dear anzelika33,

I wanted to provide you with a short update on the situation. I have been maintaining regular communication with the casino representative. You will receive an email from SG Casino team regarding what is still required to successfully finish your verification. I believe it should not be a problem for you. Once all this is verified by the casino team, I am sure that we will be able to bring your case to a successful conclusion.

Hey. I sent them the bank statement for 06.2023 as they have requested

Dear all,

Thank you for your patience.

We would like to inform you that after a thorough review of the claim, we have come to a decision to pay out the winnings. The payment should be processed from our side in the nearest time. The account is to remain closed.

Best regards,

SG Casino.

Good morning everyone.

Thank you and the payment came in the morning.

Yt. Anzelika

That's Great news, anzelika33. I'm glad to hear that you have finally received your withdrawal.

Can we consider your issue resolved?

Hello, yes.

Thanks to everyone.

Dear anzelika33,

Thank you for the confirmation.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and 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