SG Casino - Player's account suspended after deposit and unfulfilled bonus promise.

Dear CasinoGuru,

I did a deposit at said Casino,after I found out SG Casino through an online Twitch stream. This Stream promoted the Casino with a 100% deposit bonus.

I registered to aforementioned Casino and after my registration I received an e-mail for a 100% deposit bonus.

Once I did my deposit , my Bonus was not credited , so I contacted their live support to ask for the reason and they told me that their Administration decided that I am not eligible for a bonus.

Once I got this information from them , I requested a refund. The support team informed me that in order to do a withdraw I need to wager 2 times my deposit .

I reminded the Casino that I am not asking for a withdrawal , but for a refund , since I did not use my account balance at all and I noticed them about the refund in less than 10 minutes I did my deposit.

The casino , not only did not refund me , or give me the 100% deposit bonus they "lured me" with , but they suspended my account.

Hello polmenakos,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SG Casino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you use your deposited balance at all? When was the last time you spoke to the casino and what was it about? Can you please forward the basic terms of that bonus (or screenshot)?

Please note that the casino has right to request to wager your deposit as it is a standard AML policy. It would be a perfect way for money laundering if anybody would simply request for a refund.

Looking forward to your answer.

Regards,

Nick

Hello there.

No my account was obviously not verified yet. I had just registered on the casino.

As I said on my opening statement :

a.)I NEVER used my balance. The moment I deposited and I saw the bonus was not credited , I contacted the casino to ask for a Refund.

b.)The bonus was their "welcome" first deposit bonus.You can find them here :

https://sgcasino1.com/en/

Here:

https://snipfeed.co/girlywinners

Here:

https://www.slotshub41.com/

The Casino promotes a 100% deposit bonus on casino streams and on their landing page the moment you visit their website. THE MOMENT I REGISTERED I received their e-mail with the promotion as well. It's a normal first time deposit bonus for 100%.

c.)I understand the AML rules , but I believe my request for a refund is 100% justified and I had a very obvious and justified reason to ask for a refund. 50 euros is not that big of an amount to justify AML clauses as well.

d.)AML rules and laws are not the only rules and laws out there as well. There are consumer laws and rules as well. Asking for a refund while not using the service , in a short notice (less than 2 hours after deposit I believe is the limit) is 100% my right I believe.

Sincerely yours,

George

Hello polmenakos,

As you have registered at the casino, you've accepted their terms and conditions. If the casino requires you to wager your deposit, unfortunately there isn't any other way to get it back.

Dear CasinoGuru ,

Please bear in mind that :

a.) As soon as I did the request for the refund the Casino closed my account .

b.) The Casino’s terms and conditions don’t overrule laws.

c.) I am asking for a REFUND , not a withdrawal .

Sincerely yours ,

George

Dear Nick,

There is a clear distinction between a withdrawal and a refund. Also you cannot do ANY money Laundry using refunds , since a refund implies liability of the other party in order to be claimed. You cannot just ask for a refund like that , but as long as the refund request is justified it is an OBLIGATION BY LAW (that's why many casinos have such terms in their TnC) to be to be returned.

I will give you 1 relevant example.

You walk into a restaurant , you sit and you order a steak.

1. In the first example , 20 minutes after your order the waiter arrives with a steak. If your steak is as it should be you cannot justify a refund. You eat , you follow the restaurant's terms, you leave.
2. In the second example , 20 minutes later the waiter arrives with a Salad or with Steak that is not cooked at all , or with a steak that has hair on it. You are justified to ask a refund or another steak. If the restaurant refuses the refund or to cook for you another steak and tells you to just go out of the restaurant, you can sue them or call the police.

AML rules here are a joke. As the Casino's TNC are a joke and irrelevant in that case. Do you think that tomorrow I can open a car dealership and say "I sell Ferraris for 40k euros", someone comes to me and pays for that ferrari , then I give him a Honda. You really think that if I have some Terms and Conditions on my dealership claiming that "The XYC dealership can give Hondas instead of Ferraris when we see just" everything will be fine and I can keep the money , claiming that anyone can come and Money Launder on my company.....

The question here is if my request for a refund is just or not. I repeat , I got an e-mail with promotion FROM THE CASINO AFTER I REGISTERED , claiming I will get a 100% bonus on my first deposit. I deposited the aforementioned amount and the Casino didn't give me the bonus.

I gave them 2 options...

• Give me the bonus.
• Refund my deposit.

They did none and they just blocked my account. Do you find this legal , let alone fair, just because of their TnC?

Sincerely yours,

George

The Casino refunded. You can close the issue.

Dear polmenakos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru