SG Casino - Player's withdrawal is delayed and missing.

Dear Casino Guru,

I have submitted 3 withdrawals at SG Casino between march 6th and 8th (2x 160 euro ethereum, 1x 60 euro USDC erc-20) which have all been processed on march 27th but only 2 have actually been paid out. According to the timeframe of the confirmation emails and the reception of the funds on my crypto wallet, its the money of the 1st of the 2 160 euro ethereum withdrawal that is missing.

I contacted support and they said Its all been paid out from their side. Which is not true because I copied the adress they used to sent me withdrawal 2 & 3 into etherscan to check the transactions and look for the missing one, which of course was not there. It should have been sent approximately 15-20 min before withdrawal 2 and 3, which basically got processed at the same time (1 minute difference).

As I mentioned previously, there was no transaction with a 160 euro equivalent, not even a transaction in ethereum within a few hours before withdrawal 2 &3. Which is proof that indeed the money has never been sent from their side. Because its crypto of course everyone can check pretty much every transaction, so feel free to do that yourselves if need be.

Anyway, I contacted support for the transaction hashes of my withdrawals and was told the financial department would reach out to me, which, I anticipated, they didnt. So I went out of my way to contact the financial department myself and wrote the an email stating my case. Its been a week - no response at all. At this point, I have no hopes of being contacted and am tired of having to contact support all few days to no avail. At this point Ive been waiting over a month for my full money.

I hope you guys can get in touch with SGcasino and get this issue sorted, I would really appreciate that.

Kind regards

Ndnx1

Hello Ndnx1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SG Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Would it be possible to forward a screenshot of your withdrawal tab along with the wallet addresses for further review?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

My account is not verified because "it isnt needed"

I can send you a screenshot of the withdrawal tab if you want but the adresses are not visible after sending out withdrawals requests. The adresses are all the same though since I am using just one wallet for receiving my crypto funds.

I spoke to the casino yesterday about this exact issue but support had no clue really, the person said it looks like the payment has been sent from their side.

Hello again.

I thought I give it one more chance and contacted support again. I was told the team will investigate the matter tomorrow. I will keep you updated.

Dear Customer,

Thank you for reaching out.

We would like to inform you that we have contacted the relevant department in order to obtain proof of payments for the withdrawal requests in question. You will be informed as soon as there is an update.

We appreciate your patience.

Best regards,

SGCasino.com

Dear SG Casino,

Would it be possible to give the player a time frame of when could she expect the payout?

Regards,

Nick

Dear Customer,

Thank you for your patience.

We would like to inform you that we emailed you the hashes for 2 withdrawals in question.

Best regards,

SGCasino.com

There was just 1 withdrawal that was missing but I can confirm that I have received the funds yesterday.

I thank everyone for the cooperation!

Dear Ndnx1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Nick Bacon

Casino.Guru