The player from Belgium had had multiple withdrawals cancelled without explanation or feedback from the casino, despite having deposited through both Visa and a JettonWallet account. Upon receiving his complaint, we asked the player to confirm his KYC verification status and whether he had used any bonuses. The player confirmed that his account had been verified and that he hadn't used any bonuses. We then invited the casino to participate in the resolution of this complaint. The issue was successfully resolved when the casino returned the player's money.
SG Casino - Player's withdrawal requests being cancelled.
Amount: €100
SG Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Hi,
Second week they cancelled my withdrawal , i did deposit first with visa 50€ and won 400€ , each time i want to withdrawal, i get cancellation and they told me use bank account.. i used correct and the did cancellation again without any reason or feedback, i was angry and lost all my money 500€...
Saterday i did new deposit for 50€ with jettonwallet account , now want withdrawal for 100€ , with my jettonwallet account and they cancelled again without feedback and answered nothibng via email
Ban this website its not honest
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7 months ago
Dear TimothyP,
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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7 months ago
My account was verified are no steps need to be taken is told me in my account
I have no succesfull withdrawals im nrw customer for week and half
I did not use any bonus or freebet
They dont respond on my emails
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7 months ago
Thank you very much, TimothyP, 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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7 months ago
Dear TimothyP,
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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7 months ago
It's ok they have send my money back!
you can close this case
Many thanks!
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7 months ago
Dear TimothyP,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
