SG Casino - Player's withdrawal is delayed.

So I originally signed up for Sgcasino a few days before my first withdrawal request on March 21st.

My problems began when, oddly, I was unable to withdraw via Interac despite depositing with this method. I would get the error "minimal deposit with the same payment method is required before withdrawal" (see attached photo). I contacted support and was unable to remedy this situation despite numerous escalations to the finance and technical departments, according to the chat agents.

So, I was advised to request a bank transfer via the support email. I emailed them all the requisite bank transfer info, and never received any confirmation or response back from them.

I waited until next week to reach out again, and kept getting the same responses - that my withdraw was in queue and would be processed "as soon as possible".

Eventually, after more days of waiting with no communication, I emailed back on the 27th, to which I received no reply again.

Eventually, the chat, acknowledging that I had done everything right in my attempts to withdraw via Interac, and then bank transfer, suggested that the next step would be to request a manual withdrawal via the method I had used on the website (Interac). We did this, and I followed up with another email on April 1st - but received the same treatment: "my withdrawal would be processed as soon as possible". Nothing has been processed.

My balance at this point is at $7200 , after $2700 worth of deposits.

Eventually I took matters into my own hands and tried another withdrawal/deposit method - "muchbetter". On April 3rd I requested a withdrawl which is currently pending "approval".

I have since been able to queue 2 withdrawals via this method for $1100 and $1200 respectively. $1200 CAD is the maximum allowed per withdrawal for my VIP level.

The first withdrawal has been in waiting for 2 business days, and I have been told it will process on Monday, April 8th. I will wait to see if that comes true, but thus far I’ve had nothing but false promises.

All I’m asking is that I get what is rightfully won by me, and I am asking to withdraw. I understand that payment times can sometimes go over in their time frame, but I have now been going through this frustrating process for over 2 weeks , with zero feedback or communication from the casino. Please help me come to a fair resolution.

Dear Seamo87,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Seamo87,

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.

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.