The player from Germany had won €4000 at SGCasino and had received €1500 of it. After verifying his identity, the remainder of the payment was delayed because the bank account linked with the casino was in his friend's name. The casino account had been locked, and despite assurances from live support, no further payments had been made. The player had admitted to depositing €20 via a third-party bank account, which was against the casino's terms and conditions. As a result, the casino had the right to void any winnings and close the account. We had closed the complaint due to the breach of casino terms by the player.
SG Casino - Player's account was blocked with pending withdrawal.
Amount: €2,500
SG Casino
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9.1
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
Translation
Dear Casino Guru Team,
Disputed amount: €2500
2x €500 pending withdrawal request
1x €1000 credit on the account
1x €500 withdrawn request (see image)
Situation:
I won a total of €4000 at SGCasino, of which €1500 has already been paid out. After these payments, I had to confirm my identity and bank account. My identity was immediately confirmed. The bank account that I used for the deposits and withdrawals belongs to my best friend, since I don't have online banking myself. However, I had complete permission and verbal authorization. A day after I submitted the documents for online banking, my account was locked by the admin. I never received a statement, even after requesting it via email. However, I do have assurance from a live support staff member that my money will be fully refunded (see images). Several days have now passed and nothing has changed.
I hope you can help me with this issue, as it involves a significant amount of money (from my perspective).
Automatic translation:
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8 months ago
Hello hubbabubba,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SG Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise how much did you deposit into the casino in total? Did the casino specify how much should they refund?
Please note that using a 3rd party payment method is strictly prohibited in any online casino and they have the right to void any winnings and refund the deposit only.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
Hello Nick,
only the bank account was in my friend's name, the casino account was in my name. I deposited €20, which was transferred back to me 2 days ago. In the live chat it was said that I would get ALL of my winnings paid out.
many thanks for the quick response
Automatic translation:
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8 months ago
Hello hubbabubba,
Unfortunately it does not matter that the casino account is yours. You can never ever deposit into any online casino with a 3rd party payment, only with your own payment and balance.
As you have breached the casino terms, they had every right to close your account and void any winnings generated.
For the same reasons, we will be now closing the complaint.
Best regards,
Nick
