SG Casino - Withdrawal of player's winnings has been delayed.

I have always used SG Casino and have made several withdrawals in the past which have literally taken a day or less to be processed, however on Sunday November 3rd I had made a withdrawal request to which I received a confirmation email regarding the withdrawal, I then tried to log into my account the following day on Monday November 4th to check on the status however I was unable to as there was a site maintenance, when I finally logged in I realized my withdrawal was cancelled without being notified, I then resubmitted the withdrawal via Interac Method of which I always use to make my deposits, I got a notification once I resubmitted the withdrawal request, I then reached out to the chat support on Tuesday November 5th and was told that there was not pending transaction to be found in my queue, I since have spoken to multiple agents who keep giving me different stories and answers with no real resolution. This has been the worst customer experience I have ever received and I would like to get this issue escalated and resolved as I deposit many funds into my account.

Dear SHELLZ0608,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you Nick, kindly advise me as to where I can upload my screenshots and proof.

I would like to have this case closed as my withdrawal was processed successfully, thank you

Dear SHELLZ0608,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear SHELLZ0608, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru