The player from Germany had been waiting for his winnings withdrawal since June 18, 2024. Despite the transaction history showing the payment as completed, the funds had not been received. Multiple emails to support had gone unanswered. The player confirmed that previous withdrawals had been successful and his account was verified, but funds from a bank transfer were still missing. The complaint had ultimately been rejected due to the player's lack of response to inquiries from the Complaints Team, which had prevented further investigation.
SG Casino - Player’s withdrawal has been delayed.
Amount: €560
SG Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Since 18.6.24 -10.7.24, I have been waiting for the withdrawal of my winnings. After 2-3 days, my winnings are shown as completed in the transaction history. However, until today, no payment has been received in my account. I have sent 2 emails to support, but I have not received any response yet! The live chat is sometimes unavailable, and when it is available, I am given dubious answers and told to wait! They claim that there are currently many requests, which is causing delays, but they assure me that they are working on it with high priority. However, deposits work just fine... Therefore, I am requesting your assistance!
Automatic translation:
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4 months ago
Dear STARI12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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4 months ago
Translation
I have already successfully made withdrawals
my account is verified
the winnings are accumulated without bonus (see attachment email before)
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4 months ago
Thank you for your reply, STARI12. How many days did it take to receive your last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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4 months ago
Translation
The payouts always worked before via Visa money transfer (marked in yellow). Then on Monday the payout from July 10th, 2024 for €210 came. I had always used this method before. The payouts via bank transfer (marked in black) from June 18th, 2024 to June 24th, 2024 (€350) are still missing.
To date, there has been no response via email support. I have attached the last communication to the first letter to you. 
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4 months ago
Translation
The payouts always worked before via Visa money transfer (marked in yellow). Then on Monday the payout from July 10th, 2024 for €210 came. I had always used this method before. The payouts via bank transfer (marked in black) from June 18th, 2024 to June 24th, 2024 (€350) are still missing.
To date, there has been no response via email support. I have attached the last communication to the first letter to you.
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4 months ago
Thank you very much, STARI12, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
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4 months ago
Hello STARI12,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite SG Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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4 months ago
Translation
Ok, I don't understand what the problem is with bank transfer for over 4 weeks... And via Visa it works as stated between 3-5 days
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4 months ago
Translation
still not paid out to date
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4 months ago
Dear STARI12,
Thank you for contacting us.
We would like to kindly inform you that the withdrawals in question returned to your casino balance on the dates indicated below:
21.06.2024 - 50 EUR, 50 EUR, 60 EUR
27.06.2024 - 40 EUR, 50 EUR
04.07.2024 - 100 EUR
Yours sincerely,
Customer service
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4 months ago
Translation
OK, so far nothing has arrived in my account. How long does the return take?
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3 months ago
Dear STARI12,
We kindly confirm you that you played down the total withdrawal amount that returned to your casino balance.
Yours sincerely,
Customer Service
