SG Casino - Player’s winnings haven’t been received yet.

Dear Casino Guru Team,

I’m filing a complaint against SG Casino due to delayed withdrawals that have exceeded their stated terms. Below are the details:

Issue: I have three pending withdrawal requests that have not been processed despite SG Casino’s terms stating withdrawals are processed within 3 working days from the submission date.

Withdrawal Details:

First request: 28 February 2025 – 2000 PLN.

Second request: 1 March 2025 – 2000 PLN.

Third request: 2 March 2025 – 1000 PLN.

Current Status: As of 6 March 2025, all withdrawals are still pending.

Background: This was my first deposit at SG Casino, and I used the first deposit bonus. The bonus was fully wagered in accordance with the terms, and the maximum allowed bet size was not exceeded.

SG Casino’s Response: I’ve contacted their support multiple times. They’ve confirmed the withdrawals are "in queue," requested priority from the financial department, but provided no specific completion date, reasons for the delay, or my position in the queue. They’ve stated that verification is not required at this time.

Supporting Evidence: I’ve attached screenshots of the active withdrawal requests and the information confirming that verification is not needed.

Impact: This delay is causing me significant inconvenience, especially with the weekend approaching, which may further delay processing until Monday, 10 March 2025.

Request: I kindly ask Casino Guru to investigate this issue, urge SG Casino to process my withdrawals immediately, and ensure they adhere to their stated terms in the future.

Thank you for your assistance.

Dear MalMal,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you very much for accepting my complaint and for your guidance. I appreciate your support and will provide an update if my withdrawals are processed. Otherwise, I will return on 14 March 2025 if the issue remains unresolved.

Dear Casino Guru Support Team,

I wanted to provide an update on my ongoing issue with SG Casino. Despite multiple assurances and the fact that my withdrawals were marked as a priority and at the final stage, I have yet to receive the full amount I requested. I have been waiting for over two weeks, and it has become increasingly frustrating.

At the beginning of this week, I received one of my withdrawal requests, which was made on February 28th. However, the rest of my withdrawals are still pending, even though all of them come from the same deposit. I have contacted SG Casino multiple times, and they assure me that everything is in order, but the payments have not been completed.

I would greatly appreciate any further assistance you can offer in helping me resolve this issue.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Dear MalMal,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you for following up.

Unfortunately, I have still not received the remaining withdrawals, despite the recommended time frame having passed. As of now, only one of the withdrawals made on February 28th has been processed. The others are still pending, even though they all come from the same deposit.

I would appreciate any further assistance in resolving this matter as soon as possible.

Thank you for your time and support.

The waiting time for my withdrawal has now exceeded any reasonable limits. I have been waiting for almost three weeks and have not received my funds. I am still awaiting two payments from March 1st and March 2nd.

Due to this prolonged delay, I kindly ask for your intervention in resolving this matter. I would appreciate your assistance in ensuring that my withdrawals are processed as soon as possible.

Thank you for your prompt attention to this issue.

Thank you MalMal for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

This situation is completely unacceptable. I have been waiting for my withdrawals for 3 weeks, and yesterday, out of nowhere, I was asked to submit documents—even though no verification was required for my first withdrawal. As a result, my withdrawal options were blocked.

I submitted all the requested documents immediately, yet nothing has changed. Now they are 'under review,' and I still have no update. If verification was necessary, why didn’t they request it 3 weeks ago?

Now the weekend is coming, and they don’t process payments on weekends. How much longer am I supposed to wait?

Hello MalMal,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear SG Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello,

I have been waiting for my withdrawals for almost a month now, and the situation keeps getting worse. Last week, the casino suddenly requested additional documents, even though my first withdrawal was processed without them. I submitted everything immediately, but they keep rejecting or ignoring valid documents.

My proof of address (original gas bills in PDF format) is not being accepted, despite being valid everywhere else.

They requested a bank statement, but I used MiFinity, which does not provide downloadable statements. I sent a screenshot covering the full deposit period, but they still claim it is not enough.

They also asked for proof of my MiFinity account ownership, and I sent a screenshot showing my email, account number, and full name. However, they refuse to confirm whether it is acceptable.

This has been the worst experience I’ve ever had with a casino, and I am exhausted by this entire process. It feels like they are doing this on purpose to delay my withdrawal as much as possible.

I’ve been waiting for my withdrawal from SG Casino for a month, and the verification process, which was supposed to take 24 hours, has now taken a week. They keep requesting an endless list of documents:

ID with selfie, address proof, MiFinity ownership proof, selfie with their site open, deposit confirmation, MiFinity transaction history (first 1 month, then 3 months), proof of income, and now a bank statement for 10.02.2025–10.03.2025, despite my deposit being made via MiFinity.

I’ve sent everything, but they still delay without clear reasons. I’m frustrated and need help to resolve this immediately—my winnings should have been paid out by now.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello MalMal,

We sincerely apologies for your experience.

We have forwarded your pending withdrawal request to the relevant department. Therefore, you will receive an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

SGCasino team.

Thank you for your response. However, after an unreasonably long verification process and over a month of waiting, I expect to finally receive my winnings without any further delays. For weeks, I’ve been told that my requests are being forwarded to the relevant department, yet nothing has changed. I hope this time it actually leads to a resolution.

I have finally received my withdrawal after over one month of endless delays, excuses, and unreasonable verification requests. This has been the worst experience I’ve ever had with an online casino.

From the beginning, the verification process was a nightmare. Instead of the standard 24-hour review time, my documents were under review for weeks, only to be repeatedly rejected for absurd reasons. I provided multiple proofs of address, transaction histories, and account verifications, yet each time they either asked for more documents or claimed the ones I sent had been "modified," despite them being downloaded directly from official sources.

Their support was completely unhelpful, repeatedly claiming they had forwarded my case to the verification department, which never provided updates. Every time I complied with a request, they moved the goalposts, demanding new, unnecessary documents. The entire process seemed designed to delay payouts and frustrate players into giving up.

It is completely unacceptable for a casino to withhold winnings for an entire month under the excuse of verification. This casino has proven itself to be untrustworthy, unprofessional, and unreliable. I strongly warn others to stay away if they don’t want to go through the same stressful and exhausting experience.

I sincerely thank Casino Guru for their support in this matter. Please close my complaint, as I have finally received my funds.

Hello MalMal,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side on 1st April, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

SGCasino team.

Thank you, MalMal, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru