SG Casino - La cuenta del jugador está cerrada y el retiro se retrasó.

I have requested a withdrawal since 19/6/2025 and it has not been completed yet. I cannot log in to my account because it says it is under review. When I contacted them they told me that the casino has closed and that they will credit me the money but it has been a long time and they have not been credited. I have made withdrawals from the casino in the past. Please help me.

Έχω αιτηθεί ανάληψη από 19/6/2025 και δεν έχει ολοκληρωθεί ακομα. Δεν μπορώ να συνδεθώ στον λογαριασμό μου γιατί λέει είναι υπό εξεταση. Σε επικοινωνία μαζί τους μου λένε πως το καζίνο έχει κλείσει και ότι θα μου πιστωσουν τα χρήματα αλλά έχει περάσει πολύς καιρός και δεν έχουν μπει. Παλιότερα έχω κάνει αναλήψεις από το καζίνο. Παρακαλώ για την βοηθεια σασ.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you selected the same payment method for your withdrawal request as you have successfully used in the past?

Did you play with or without a bonus?

Has your account been fully verified?

Has the casino specified when exactly you should receive your winnings?

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

Veronika

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Thank you for your patience, and stay safe.

I chose the same payment method. I had received a bonus but had completed the required turnover. They never asked me for verification. The casino says that it processes withdrawal requests within 3 business days. I have made withdrawals from this casino before and I did not have any particular delays. But now it is almost a month and they say that it has already closed. Please help me get my money.

Επέλεξα τον ίδιο τρόπο πληρωμής. Είχα πάρει κάποιο μπονουσ αλλά είχα ολοκληρώσει τον τζίρο που απαιτουταν. Επαλήθευση δεν μου ζήτησαν πότε. Το καζίνο αναφέρει ότι επεξεργαστεί τα αιτήματα ανάληψης εντόσθια 3 εργάσιμων ημερων. Έχω ξανακάνει αναλήψεις από αυτό το καζίνο και δεν είχα ιδιαίτερες καθυστερήσεις. Αλλά τώρα κοντεύει ένας μήνας και κου λένε ότι έκλεισε κιόλας. Παρακαλώ πολύ για την βοήθεια σας ώστε να λάβω τα χρήματα μου.

Is there any progress on the issue I raised?

Υπάρχει καμια εξέλιξη με το θέμα που έχω ανεβασει;

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment and your account closure at veronika.f@casino.guru. Thank you for your cooperation.

Good evening. I have sent you two e-mails with the information you requested.

Καλησπέρα σας. Σας έχω στείλει δύο e-mail με τα στοιχεία που μου ζητήσατε.

Good evening. Is there any progress with my case? It's been over a month and I still haven't received my payment.

Καλησπέρα σας. Υπάρχει κάποια εξέλιξη με την υπόθεση μου; Έχει περάσει πάνω από ένας μήνας και δεν έχω λάβει ακόμα την πληρωμή μου.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SG Casino representative to join this conversation.

Dear SG Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear playmaker,

We would like to inform you that your account is open. You will need please to verify your account. You can check the verification tab in order to check and upload from there the appropriate documents that need to be sent for verification.

Thank you so much for your cooperation to the matter!

Best regards,

SG Casino team

Dear player,

Could you please check, if you are still unable to access the verification page on your casino account?

Good evening,

I have access to the account and I uploaded all the forms they asked for identification (they even asked for a copy of my account showing ALL my personal transactions for a month from 22-06 to 22-07.

Καλησπέρα σας,

έχω πρόσβαση στον λογαριασμό και ανέβασα όλα τα έντυπα που μου ζήτησαν για ταυτοποίηση (ζήτησαν μέχρι και αντίγραφο του λογαριασμού μου στο οποίο να φαίνονται ΟΛΕΣ οι προσωπικές μου κινήσεις για έναν μήνα 22-06 με 22-07.

Thank you for your update.

Please keep me informed about the progression of your verification process.

Thank you.

Good evening, they asked me again for the documents and account transactions with different dates and another photo. I re-uploaded them and they are under review again.

Καλησπέρα σας μου ξαναζήτησαν τα έγγραφα και κινήσεις λογαριασμού με άλλες ημερομηνίες και άλλη φωτογραφια. Τα ξαναανεβασα και είναι υπό εξέταση πάλι.

Good evening,

They are asking me for the 4th time for my account activity while I have already uploaded the file 3 times without any justification.

Please help.

Καλησπέρα σας,

μου ζητούν για 4η φορά την κίνηση του λογαριασμού μου ενώ έχω ανεβάσει το αρχείο ήδη 3 φορές χωρίς καμία αιτιολογία.

παρακαλώ για τη βοήθεια σας.

Dear player,

If you believe, you have submitted the required documents in the requested form, feel free to send it to miroslava.d@casino.guru for review.

I forwarded you the form and the email I sent them. Now they are asking me on the site to upload account transactions from other dates again, 20/05-20/06.

They are deliberately late without any justification.

Σας προωθησα το έντυπο και το μειλ που τους έστειλα. Τώρα μου ζητάνε στο σαιτ να ανεβάσω πάλι κινήσεις λογαριασμού άλλων ημερομηνιών, 20/05-20/06.

Καθυστερούν επίτηδες χωρίς καμία αιτιολογία.

Good morning,

They are now asking me for transactions from another card of mine from another bank which they saw in the account transactions I sent them. A card which they do not know because I have never used it for a deposit or withdrawal in their company. What they are doing is unthinkable. I will not send any more transactions from my other accounts they exceed any limit of personal data.

Please

Καλημέρα σας,

μου ζητάνε τώρα κινήσεις από άλλη κάρτα μου άλλης τράπεζας την οποία είδαν στις κινήσεις του λογαριασμού που τους έστειλα. Κάρτα την οποία δεν γνωρίζουν γιατί δεν έχω χρησιμοποιήσει ποτέ για κατάθεση ή ανάληψη στην εταιρεία τους. Αυτό που κάνουν είναι αδιανόητο. Δεν θα στείλω κι άλλες κινήσεις από άλλους λογαριασμούς μου ξεπερνούν κάθε όριο προσωπικών δεδομένων.

παρακαλώ

Dear player,

It seems like I only received only communication between you and casino, without the submitted documents. Please send me the bank statements you sent to the casino (for May and June) fro review.

Thank you for your cooperation.

Good evening,

I forwarded them to you.

Καλησπερα,

Σας τα προώθησα.

Dear SG Casino,

I've sent you an email with request for further clarification. Please check your inbox.

Dear player,

I checked your documents, and it is not common, that all of the top-ups to an account come from one Apple pay account. Would you be able to explain, how you use this payment method?

Could you please, confirm, if all of your deposits comes all from your legal funds, for example from your salary?

I use this Revolut account with the card only for my online transactions of this type for security reasons. I load this account of course from my payroll account and make all online payments of this type.

Χρησιμοποιω αυτό τον λογαριασμό Revolut με την κάρτα μόνο για τις διαδικτυακές μου συναλλαγές αυτού του τύπου για λόγους ασφαλείας. Φορτίζω αυτόν τον λογαριασμό φυσικά από τον λογαριασμό μισθοδοσίας μου και εκτελώ όλες τις διαδικτυακές πληρωμές αυτού του τύπου.

Is there anything newer?

Υπάρχει κάποιο νεότερο;

Dear player,

We hope you are well.

We would like to kindly inform you that after consulting our verification team, we will need from you the transaction history for the months May and June of the card ***6847 with which you transfer the money to your Revolut account. We hope it is clarified. You may upload it from your Verification tab.

Thank you for your cooperation.

Kind regards,

SGCasino team

What you are asking for is illegal. You have no right to see the transactions and balances of my account with which I have not made any transactions with your casino. You have already illegally seen all the transactions of the card with which I made transactions with your casino because you requested a detailed statement of transactions without hiding any information. You are wasting time for no reason by illegally requesting personal information that has nothing to do with the transactions in order to avoid paying the money you owe me.

Αυτό που ζητάτε είναι παράνομο. Δεν έχετε κανένα δικαίωμα να δείτε τις κινήσεις και τα υπόλοιπα λογαριασμού μου με τον οποίο δεν έχω κάνει καμία συναλλαγή με το καζίνο σας. Ήδη παρανόμως είδατε όλες τις κινήσεις της κάρτας με την οποία έκανα συναλλαγές με το καζίνο σας επειδή ζητήσατε αναλυτικό κινήσεων χωρίς να αποκρύπτεται κανένα στοιχείο. Χρονοτριβείτε χωρίς λόγο ζητώντας παρανόμως προσωπικά στοιχεία που καμία σχέση έχουν με τις συναλλαγές για να αποφύγετε να πληρώσετε τα χρήματα που μου χρωστάτε.

Dear SG Casino,

I haven't received response to my email. Please check your inbox, and answer my questions. If you haven't received the mentioned email, feel free to notify me.

Thank you for your cooperation.

Dear all,

Thank you for your patience.

Dear @Mirka, we have received your e-mail and we are reviewing it to provide you the appropriate answers as soon as possible.

Dear @playmaker, we kindly inform you that we have forwarded your issue to our relevant team. It is checked with priority and we will inform you regarding that very soon.

We would like to thank both parties for your patience till now as we try to resolve the issue.

Kind regards,

SGCasino team

Dear player,

Thank you for waiting.

After careful review of your case from the relevant department, we kindly inform you that your account is now verified successfully and your withdrawal is scheduled to be completed as soon as possible.

Thank you for your cooperation and patience to the matter.

Best regards,

SGCasino team

Thank you for the update, SG Casino.

Dear player,

Please inform me, when you receive any update in your withdrawal process.

Thank you.

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

Dear playmaker,

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,

Mirka