The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player was advised to wait for the full 14 days and cooperate with the casino. The player confirmed that no additional KYC documents were required and agreed to wait. The issue was resolved when the player received the payment and informed us. The complaint was marked as resolved.
SG Casino - Withdrawal of player's winnings has been delayed.
Amount: €500
SG Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello to the CasinoGuru Team!
First off, on 07/23/24, I managed to win €500 and requested a withdrawal.
I deposited using the payment option: Mastercard and also requested the payout to the same card.
For your information: No bonuses were used for the deposit or while playing!
Now, unfortunately, I am still waiting for my withdrawal. I've received numerous delayed responses from the support team.
The support team keeps giving me the runaround and constantly making me wait!
KYC is not required; I already clarified this with the support team on 07/24/24.
Their terms and conditions state that withdrawals take 1-3 business days, which I absolutely cannot confirm.
I hope you can assist me with this. Until then, I wish you all the best!
Automatic translation:
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1 month ago
Dear Shynox,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
Translation
Hello Nick,
As I said, everything has already been discussed with the casino and no KYC documents are required anymore.
I will now wait the full 2 weeks and then get back to you (if necessary).
Until then, thank you very much for the information and help!
Best regards,
Shynox
Automatic translation:
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1 month ago
Translation
The complaint can be closed, I received my payment this morning. 🙂
I wish you a great weekend!
Best regards,
Shynox
Automatic translation:
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1 month ago
Dear Shynox,
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,
Casino.Guru
