SG Casino - La cuenta de la jugadora ha sido reabierta en contra de su voluntad.

I have been voluntarily banned since May 18, 2025. Even back then, the casino took several weeks to close the account, despite my considerable pressure due to my gambling addiction. Ultimately, I made further deposits, which were refunded to me after much insistence (approximately €600).

About three weeks ago, I received almost daily advertisements for deposit bonuses, VIP access, etc. When I tried to log in again, the account was unlocked. I did NOT register a new account; I was able to log in with the exact same information. I could access all my data again. The account was not only reopened against my will, but the excessive advertising also triggered my addiction. As expected, I deposited a total of €250. Last Thursday, I contacted the casino, pointing out the unlawful reopening of my gaming account and the excessive advertising, and requested a refund of my deposit.

The account was closed approximately 24 hours later, but no refund was issued, with the explanation that it was my own fault. The deadline I set for today has been ignored. Furthermore, there has been no further communication. I am requesting assistance. All email correspondence has been saved.

Ich bin seit 18.05.2025 auf eigenen Wunsch gesperrt. Das Casino hat schon damals etliche Wochen gebraucht das Konto zu schließen, obwohl ich wegen Spielsucht großen Druck gemacht habe. Schlussendlich hatte ich weitere Einzahlungen getätigt, die mir mit großem Nachdruck zurückerstattet wurden. (etwa 600€)

Vor etwa 3 Wochen habe ich nahezu täglich Werbung bekommen mit Einzahlungsboni, VIP Zugang etc.. Als ich mich versucht habe wieder anzumelden war das Konto wieder frei. Ich habe mich NICHT neu registriert, sondern mit exakt den selben Daten einloggen können. Ich konnte alle Daten wieder abrufen. Das Konto wurde nicht nur gegen meinen Willen wieder eröffnet, sondern auch mit massiver Werbung die Sucht getriggert. Es kam wie es kommen musste, ich zahlte insgesamt 250€ ein. Am letzten Donnerstag habe ich das Casino angeschrieben und auf die rechtswidrige Öffnung meines Spielkontos, sowie die massive Werbung hingewiesen und um Rückerstattung der Einzahlung gebeten.

Das Konto wurde etwa 24 Std. später geschlossen, aber eine Rückerstattung nicht gewährt, mit der Aussage, ich wäre selber Schuld. Die gesetzte Frist bis heute wurde ignoriert. Ebenso kommt keinerlei Rückmeldung mehr. Ich bitte hier um Hilfe. Sämtlicher Emailkontakt wurde gespeichert.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear anettraabe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the reopening of your account, especially in relation to your gambling addiction.

To better understand the situation and assist you effectively, could you please provide additional information by answering the following questions:

• Could you please provide your initial self-exclusion request along with the casino’s confirmation?
• Could you provide any evidence regarding the reopening of your account and your request for a refund (e.g., emails, live chat transcripts, phone call records)?
• Can you provide a timeline of events from when you initially requested self-exclusion, through receiving any advertisements, up to the present date?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure we have a comprehensive understanding of your situation to mediate effectively on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Please provide me with an email address where I can forward email conversations with SG Casino. Thank you.

Bitte teilen sie mir eine Emailadresse mit, wo ich die Email-Konversationen mit SG Casino weiterleiten kann. Vielen Dank.

Dear anettraabe,

Thank you for your reply and for the information provided so far.

To help us better understand your case, could you please clarify the following:

• How did you receive the deposit bonus advertisements (e.g., email, SMS, or another channel)?
• Could you provide a timeline of events, specifically when your account was initially closed, when it was reopened, and what amount you wagered after it was reopened?
• Can you confirm whether the account was reopened without your request?

Additionally, if you have any further communication with the casino—such as screenshots, emails, or chat records—please feel free to share them. You can send the documents to petra.h@casino.guru or upload them directly to the complaint thread.

Thank you.

Hi, all my emails to Petra are bouncing back. I've tried several times. I then wrote to Simon, but that email also bounces back. I can't forward the email thread any other way. What should I do?

SG's advertisement arrived via email.

The account was closed on May 18, 2025. I don't know the exact date it was reopened. I tried again after the promotional message on April 15, 2026, and was able to log in immediately and play without limits. I deposited €250.

Hallo, meine Emails an Petra kommen alle zurück. Ich habe es mehrfach versucht. Ich habe Simon dann geschrieben. Auch da kommt alles zurück. Ich kann den Emailverlauf nicht anders weiterleiten. Was soll ich tun?

Die Werbung von SG kam per Email.

Das Konto wurde am 18.05.2025 geschlossen. Wann es exakt wieder geöffnet wurde weiß ich nicht. Ich habe es nach dem Werbeaufruf am 15.04.26 versucht und konnte mich direkt einloggen und grenzenlos spielen. Ich habe 250€ eingezahlt.

I’m sorry to hear that you were unable to successfully send the email to my address.

The only recommendation I can give is to try sending it again to the same email address. This may have been caused by a temporary technical issue, as other players have successfully delivered emails without any problems, so it is possible the issue is on your side.

Alternatively, if it still does not work, you can simply upload the documents directly in this thread.

Please also do not forget to include the self-exclusion information, as this is essential evidence and without it we are not able to move forward with the case.

Thank you for your understanding.

Hello, the emails have been sent again. This time it worked. They contain all the important information, from the initial account suspension to the VIP promotional offers.

Hallo, Emails sind erneut verschickt. Diesmal hat es geklappt. Hier sind alle wichtigen Daten aufgeführt, von der ersten Kontosperre bis hin über die VIP Werbeangebote.

Dear anettraabe

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear anettraabe,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the SG Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a SG Casino representative to join this conversation and participate in resolving this complaint.

Dear SG 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 for providing the information.

Dear anettraabe,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case has been forwarded for further review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

SGCasino Team

Dear SG Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear anettraabe,

Thank you for your patience.

We would kindly ask you to check your emails where we offered you a refund of the amount deposited.

Thank you for your understanding.

Kind regards,

SGCasino Team

Dear anettraabe,

The casino has sent you an email with a refund offer. Please check the email and let us know your point of view.

Additionally, do not hesitate to ask any further questions or let us know if there is anything you would like to discuss.

Thank you for your cooperation.

The casino contacted me. I'm waiting for the refund.

Das Casino hat sich gemeldet. Ich warte auf die Rückzahlung.

Dear anettraabe,

Thank you very much for your update.

Please let us know once you have received your refund.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

I received the refund today. Thank you so much for your help.

Ich habe die Rückerstattung heute erhalten. Vielen Dank für ihre Hilfe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear anettraabe,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor