SG88Win Casino - Player's account is closed with no reason provided.

Casino agent sent me message saying there’s a promo. Ask me to deposit $200 and get $200 bonus. Turnover 3x. I make deposit and completed more than turnover requirements. When I request withdrawal they ask me to submit bank statement to verify. I submitted everything they needed then they said they will process my withdrawal. 5 minutes later they said my account is suspended due to fraudulent activities. All their agents and live chat stopped replying to me afterwards. I have screenshot of all the proof. And my betting is very normal, I did $5/bet consistently all the way. I asked them to return my initial deposit but they don’t want to return either.

Dear Duma666,

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. 

Could you please confirm that you have passed the KYC verification?

Could you please share the details regarding the accusation of fraudulent activities?

Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika



Yes they have verified my account with ID and my latest bank statement.

i make the deposit and better $5 per hand on evolution casino baccarat. Every single bet was the exact same size. I placed the bets by myself. After turnover of around $1500 I tried to cash out by submitting a withdrawal. Then they said they processing the withdrawal. Then suddenly they withdrawal was rejected and the money in my account was removed. Then they said i was suspended due to fraudulent activities.

I believe it is an outright scam. Because that’s all they said and didn’t bother replying or sending me and evidence or providing higher management contact

Thank you very much, Duma666, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello Duma666,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SG88Win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Duma666,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V,

Casino Guru