The player from Germany deposited in the casino, but the amount wasn't credited to the casino balance. We rejected the complaint because the player declined to share the bank document, which was necessary for further investigation. After reopening the complaint upon the player's request and after a thorough investigation, it was determined that the disputed payment was sent to a different recipient than the casino, so we rejected the complaint again.
SG Casino - Player's deposit seems lost.
Amount: €20
SG Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
SG Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I have on April 21,
last week Friday so made two deposits worth 20 euros with real-time transfer! The first one was immediately on the game account and I'm still waiting for the second one!!! Despite multiple email and live chat complaints, nothing happens!
despite the fact that I was at my bank in the meantime and they confirmed that the second was a fault, so it was only debited on April 24th, so Sg has received it since April 24th and they say the booking would not have worked
Automatic translation:
Public
Public
1 year ago
Dear Fatinhoo89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you already did. The process to clear the transaction is a complicated process that might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Public
Public
1 year ago
Translation
Nothing happens. I still haven't received my deposit yet.
Automatic translation:
Public
Public
1 year ago
I fully understand your frustration, Fatinhoo89. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 19 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
Public
Public
1 year ago
Translation
Dear Thomas, I understand that this can take some time in the event of a disruption, but my bank confirms that the payment went out as early as April 24th and that G Casino is offering within 24 hours of disruption. A refund of the payment. It's been almost 30 days now and I asked for a refund within 24 hours too. This is not normal this casino! Then this casino offers payment providers and I transferred with real time. I don't buy rolls and then pay 30 days later. The money is gone, you have to be able to do something.
Automatic translation:
Public
Public
1 year ago
Do I understand correctly you requested a refund on both of your deposits in the casino?
Did the casino offer they will process these refunds or not?
I'll await your reply.
Public
Public
1 year ago
Translation
You understand correctly. I had a refund emailed to the casino daily right after realizing the money had been withdrawn from my bank account! to date I have been texting daily on live chat and have asked for a refund. I have sent the account statements as a PDF several times via the direct debit. Yesterday they said it would be processed like every day and nothing happened.
Best regards
Automatic translation:
Public
Public
1 year ago
Translation
Tomas sorry I asked for a refund on one of two deposits! The first deposit on April 21 was immediately available and I gambled it away!
same day a few minutes later I deposited again with €20. I've been waiting for this in vain to this day. My bank has also confirmed that they have received the money and I have also asked for a refund and I am still waiting for an answer to this day!
Best regards
Automatic translation:
Public
Public
1 year ago
Dear Fatinhoo89,
did the amount you deposited appear in your casino account yet? Did the casino approve your refund request?
Please let me know about any further developments.
Public
Public
1 year ago
Translation
Dear Tomas, the money is still not on my casino account. And they also promised me a refund, which hasn't come to my bank account yet, nor has it been emailed. The finance department wanted to send me an email beforehand, but nothing happened.
Automatic translation:
Public
Public
1 year ago
Thank you very much, Fatinhoo89, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Public
Public
1 year ago
Dear Fatinhoo89,
I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite an SG Casino representative to join this conversation and participate in resolving this complaint.
Dear SG Casino,
Could you please state why the player's deposit got lost?
Thank you in advance for providing the information.
Kind regards,
Stefan
Public
Public
1 year ago
Translation
Hello Stefan first of all thanks for your help to clarify this.
Are you now waiting for an answer from the casino to the question why the deposit did not arrive? And then get in touch with me as soon as there is an answer? And what if the casino doesn't respond at all? Do I have to stay seated then?
Have a good evening
LG
Automatic translation:
Public
Public
1 year ago
Dear Fatinhoo89,
Thank you for reaching out to us regarding the issue with your second deposit. We have received your complaint and are currently investigating the matter.
We understand the importance of timely resolution and would like to assure you that we are working diligently to provide you with a prompt response.
Our team is actively reviewing the details of your case to understand the cause of the delay in crediting your second deposit to your game account. We apologize for any inconvenience or frustration this may have caused you, and we appreciate your patience during this process.
Please be assured that we take your concerns seriously, and we are committed to resolving this issue to your satisfaction. We will provide you with a comprehensive response and an update on the progress of your case as soon as possible.
Once again, we apologize for any inconvenience caused, and we thank you for your understanding. We value your patronage and will do our best to address this matter promptly.
If you have any additional information or questions, please feel free to share them with us. We appreciate your cooperation and will keep you informed of any developments regarding your case.
Best regards,
SG Casino support.
Public
Public
1 year ago
Dear SG Casino,
Thank you for your response and the information provided.
Please, let us know as soon as you have any information regarding the case.
Kind regards,
Stefan
Public
Public
1 year ago
Dear Stefan,
We would like to inform you, that upon investigating the account of the customer, as well as the evidence provided, we would like to inform you that the deposit in question never reached the casino account. We have sent you further proof to your email stefan.m@casino.guru with the subject line "Fatinhoo89 declined deposit".
Therefore, only the first deposit was successful.
In addition, we must add that we act strictly in accordance with our Terms and Conditions, which the customer has agreed with upon registration. We would like to inform you that no refund is possible according to the following point of the website's T&C:
6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.
Best regards,
SGCasino Customer Support
Public
Public
1 year ago
Translation
Hello Stefan, you can see the first picture exactly as I wrote it. The first deposit was at 23:12. That was also completed. I received it straight away. The money was gone within 1 minute because the casino couldn't make a profit anyway. I then transferred again at 11:16 p.m. the same day again with 20 € in real time. This also went out in real time, but the bank told me that there was a problem. That's why it only went to SG Casino, despite the April 21 deposit due to this problem been made, which I cannot revoke. And now I'm going to send you the bank statements
Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago
Translation
So to understand Stefan, I two pictures above, these are the first deposit, which went straight through, which I gambled away within 1 minute because nothing to win at the casino, whatever. I then deposited a few minutes later at 11:16 p.m. again using the same method with real time. The bank then confirmed it to me. There was a small disruption, so it was only on April 24th that €20 was transferred to the casino, which I can't get back, that it was transferred in real time. And now the casino claims the second deposit was not paid to them. How is that possible? I paid the same amount to the casino a few minutes later using the same method. You can see on my bank statements that this money has been held.
Automatic translation:
Public
Public
1 year ago
Dear Fatinhoo89,
Could you provide us with the bank statement from 1st April 2023 till today? You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance.
Kind regards,
Stefan
Public
Public
1 year ago
Dear Fatinhoo89,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Translation
Hi Stefan, I could actually do that but I'm just wondering why they need to have my complete statements from April 1st to today in order to refund my payment to the casino. Because I have already sent you this excerpt by e-mail, don't get me wrong, but there are other things that are being held from April to now, there are a few things on them and I just want to understand why the excerpt from the deposit is not sufficient?
Automatic translation:
Public
Public
1 year ago
Translation
Can I edit that? The statements in which I cross them out so that not everyone knows what I pay what to?
LG
Automatic translation:
Public
Public
1 year ago
Dear Fatinhoo89,
The provided document cannot be edited, because we won't be able to verify its eligibility.
Thank you very much for your understanding.
Kind regards,
Stefan
Public
Public
1 year ago
Dear Fatinhoo89,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 year ago
Dear Fatinhoo89,
I haven't received the bank statement from you. Have you sent one?
Thank you very much in advance.
I am looking forward to your response.
Kind regards,
Stefan
Public
Public
1 year ago
Dear all,
As the player declined to share the necessary bank statement without editing details, we deemed it as non-cooperation, so we are forced to reject this complaint.
If the player decides to change their mind, they can reopen this complaint at any time.
Kind regards,
Tomas
Public
Public
1 year ago
We’ve reopened this complaint at the request of Fatinhoo89. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Public
Public
1 year ago
Dear Fatinhoo89,
Please send the requested bank statement (non-edited) to my email address: tomas.k@casino.guru
Kindly let me know once you do so. Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Tomas,
I have now emailed you the full April 23 bank statements. I have marked on the excerpt. On April 21st, the deposit was transferred to SG for the first time.
I hope for a quick clarification because you can't sweep it under the table if it's black on black on the bank statements. I also called my bank directly. They confirmed to me that they did not receive this on the 21st, but on the 24th they received the second deposit because there was only a brief disruption when transferring, but according to the bank, SG Casino would have received the money!
lg
Automatic translation:
Public
Public
1 year ago
Translation
Hello Tomas, did you actually receive my message by e-mail? Did you just send in bank statements from April?
Automatic translation:
Public
Public
1 year ago
Dear Fatinhoo89,
After thoroughly examining the evidence provided by both the casino and yourself, it appears that the second payment was indeed sent to a different recipient.
You can verify this on your own by checking the casino's company name, which is "Tilaros Limited," and the IBAN that begins with "CY," indicating Cyprus. However, you made the transaction to "Naudapay Limited," with an IBAN that starts with "GB," indicating Great Britain.
The casino has confirmed that they do not have such a bank account. I kindly request that you review your transaction history in your bank and search for the given IBAN. It is possible that you may be familiar with the account holder.
Additionally, it seems that the transaction was declined at the casino's end and they never received the funds. The reason the transaction attempt was recorded in your casino account is that you deposited through a pop-up window in which you logged into your bank and likely selected a different recipient.
Unfortunately, based on the evidence provided by both parties, it is clear that the mistake was made on your side.
Furthermore, you did not comply with my request to provide full bank statements in their original format, instead sending only edited screenshots.
I apologize, but the complaint will be rejected once again. There is nothing more we can do to assist or resolve the matter.
Best regards,
Tomas
