SG Casino - Player's withdrawals have been delayed.

I have made three withdrawals of 500 euros on 2/12, 3/12, and 4/12, and I have another 2500 euros in my account. It has been 8 working days, and today is the 9th, yet the withdrawals have not been completed. I contact the chat, and they give me vague information, telling me to be patient due to workload and that my withdrawals are safe and in the final stage, yet the money still has not appeared. I would appreciate your help in resolving this issue. Additionally, support is not responding to my emails.

Dear Alexmanson,

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My first withdrawals were successfully fulfilled, the money is in the bank.

Thank you for letting me know. How many pending withdrawal requests are there currently in your casino account?

Do you wish to keep this complaint open until you receive all your winnings, or should we consider your issue resolved?

Dear Alexmanson,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.