SG Casino - La cuenta del jugador ha sido cerrada.

On May 30th, I withdrew $500 from this website. They asked me for additional documentation, which I sent immediately (a selfie photo holding my ID and the casino background).

I send it by email, days go by and they don't answer my emails anymore and they don't release my funds, my account is closed and I don't have access.

I think this page is trying to steal my money, it's 500 USD that I withdrew

I deposited a total of 270usd when I registered.

el dia 30 de mayo retire 500usd desde este sitio web, me solicitaron documentacion adicional, la cual envie enseguida (foto selfie sosteniendo mi documento de identidad mas el fondo del casino)

lo envio por email, pasan los dias y ellos no contestan mas mis correos y no liberan mis fondos, mi cuenta esta cerrada no tengo acceso

creo que esta pagina intenta robarme mi dinero, son 500usd que retire

ingrese un total de 270usd cuando me registre.

Dear mariaelivargas2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SG Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Did the casino provide you with an explanation?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I was a player for only 2 days, but on the second day they closed my account without being able to log in.

and the casino does not give any explanation for this.

I played the balance without a bonus, I only played with real money.

fui jugador solo 2 dias, ya que al segundo dia me cierran mi cuenta sin poder entrar.

y el casino no da ninguna explicacion a esto.

el saldo lo juge sin bono, solo juego dinero real

Thanks for your reply.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you receive any justification for the account closure from the casino shortly after the closure, or recently, you might share with me?

Please let me know.

Hello, I played live casino roulette and live sports.

I have not received any justification for the closure of my account.

hola, juge casino en vivo ruleta y deportes en vivo.

no he recibido ninguna justificacion por el cierre de mi cuenta

Thank you very much, mariaelivargas2024, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you mariaelivargas2024 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SG Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and how we can help the player receive their winnings.

Thank you!

to recover the profits, which are very small, and the money I deposited to bet on it, which they have also withheld.

a recuperar las ganancias que son muy pocas, y el dinero que ingrese para apostar en el, el cual tambien me lo tienen retenido.

Dear Peter,

I hope you are doing well.

We are actively working on thoroughly investigating the issue, and I wanted to provide you with an update.

At this stage, we kindly ask that the player respond to the email sent on May 2, in which we requested the necessary documents for account verification.

Specifically, we need the following:

A photo of their passport or any other government-issued identification (e.g., driver's license).

A photo of the player holding their passport or any other government-issued identification (e.g., driver's license), in the context of our website.

We kindly ask that the photos or screenshots submitted are of good quality and readability, with all four corners of the document clearly visible. Please ensure the documents are sent as photos, not scanned copies. We thank you in advance for your cooperation!

We appreciate your cooperation in this matter and look forward to receiving the requested documents in the player’s reply.

Thank you for your attention, and we will continue working to resolve the issue promptly.

Best regards,

SGcasino.com

Dear All,

Thank you for sending the requested documents.

We confirm that we have received them, and they are currently being reviewed by the relevant department.

You will be notified via e-mail once the account verification is successfully completed, or in case any additional documents are required.

Thank you for your patience.

Best Regards,

SGcasino Team

Thank you to both parties for the update. Please keep me informed about any new developments. Thank you!

Dear All,

We would like to inform you that the payment in question-500 USD was successfully processed on May 29, and the customer has been duly notified.

Please feel free to contact us if any further clarification is needed.

Kind regards,

SGcasino

Thank you very much for the update SG Casino representative.

Dear mariaelivargas2024, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear mariaelivargas2024,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.