The player from Spain had deposited over 30,000€ and had been trying to withdraw 1,500€ since February 2nd. She was frustrated as the withdrawal request had not been processed, and she kept receiving emails offering bonuses. We had advised the player that withdrawal processing could take up to 14 days and might be delayed due to KYC verification or high volume of withdrawal requests. Despite extending the timer for her response, we had to reject the complaint due to lack of communication from the player. We were unable to proceed with the investigation or provide potential solutions.
SG Casino - Player’s withdrawal is delayed.
Amount: €1,500
SG Casino
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
I deposited +30000€ and now I want to withdraw 1500€, but they haven't processed my withdrawal since 2/2. All I get are emails with bonuses encouraging me to deposit more, but all I want is to withdraw.
They only allow a withdrawal of 1500€, which is unusual. If I have money in my account, how long will it take to withdraw? They are probably hoping I will lose the money!
Automatic translation:
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9 months ago
Dear Esterv,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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9 months ago
Translation
It is not my problem that there are many withdrawal requests, you do not pose any problem to enter quickly.
Since 2/2 the withdrawal has been requested, you told me that everything was correct and today after 6 days you asked me for verification.
And what do you say about the limit of €1,500 per withdrawal day? You have to solve that. And now I will wait until 14 days after each withdrawal? What a shame
Automatic translation:
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9 months ago
Hello Esterv,
Have there been any developments since our last conversation, please?
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9 months ago
Dear Esterv,
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.
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8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
