SG Casino - La cuenta del jugador ha sido cerrada.

I had my account blocked, but unfortunately, I was able to access it again on June 21, 2025. I informed the casino that I am a gambling addict. Attached is the email correspondence with sgcasino.

I gambled away €2500 and would like to get it back and have my account permanently blocked.

Ich habe mein Konto sperren lassen und leider konnte ich am 21.06.2025 zugreifen. Ich habe dem Casino mitgeteilt das ich spielsüchtig bin. Anbei der mailverkehr mit sgcasino

ich habe 2500€ verspielt und möchte diese gerne zurück und meinen Account für immer sperren lassen

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with SG Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide a timeline of the events? Specifically, when did you first communicate your gambling concerns to the casino, and when was your account reopened?
• Additionally, could you confirm the date of your last deposit at the casino?
• Have you completed the KYC verification process with the casino?
• Are you currently able to access your account?

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,

Attila

On May 15, 2026, I informed the casino that I am a gambling addict. On May 17, 2026, I confirmed that I wanted to block my account indefinitely and reiterated my gambling addiction.

On June 21, 2026, I made my last deposit, and that was the first time I was able to register.

I can currently access my account.

Am 1505.2026 habe ich dem Casino mitgeteilt da ich spielsüchtig bin. Am 17.05 .2026 habe ich bestätigt das ich mein Konto auf unbestimmte Zeit sperren möchte und habe erneut erwähnt das ich spielsüchtig bin.

Am 21.06.2026 habe ich meine letzte Einzahlung getätigt und das war das erste Mal als ich mich anmelden konnte .

ich kann auf mein Konto derzeit zugreifen.

My account is now blocked again. After several emails from me, the casino finally blocked my account. Unfortunately, the loss of €2500 is still there.

Der Account ist nun wieder gesperrt nach mehreren mails von mir hat das Casino meinen Account endlich gesperrt. Leider ist der Verlust von 2500€ noch da

Thank you for your reply. Could you please forward your original self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.

Additionally, could you please attach receipts of your deposits made after the request as well?

Thank you for your patience and cooperation.

An email was sent with all the supporting documents.

Mail wurde verschickt mit allen Belegen

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, Matej (matej.l@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,

Attila

Hello 4604Alexander, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of SG Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear everyone,

Thank you for bringing this to our attention.

Please accept our sincerest apologies for any sentiments of dissatisfaction this situation may have caused.

Kindly be informed that we are currently investigating with our relevant department, and we will inform you as soon as there are further updates.

Kind regards,

SGCasino Team

Dear everyone,

Thank you for your patience.

In order for us to proceed with the request for refund, please provide us with the following bank account information:

• Full Name (please include all names including middle names)
• E-mail
• Bank Account’s Owner name
• IBAN/Account no.
• Bank Name
• Bank location (Country)
• SWIFT/BIC

If you have any additional questions, please do not hesitate to contact us.

Best regards,

SGCasino Team

Dear 4604Alexander, can oyu please let me know the amount the casino is refunding? Thanks.

Dear SG Casino, can you please confirm the account has been closed with no option for reopening, marked as "Gambling Addict" and player's credentials were blacklisted to prevent re-registering, and the marketing communication disabled? Thank you.

As soon as the refund has been processed, I will gladly share it in the thread here.

Dear SG Casino, please let me know as soon as the transfer has been sent.

sobald die Rückerstattung erfolgt ist teile ich es gerne in den Verlauf hier mit .

Liebes Sg Casino gerne kurz Bescheid geben, sobald die Überweisung raus ist

€2500 were successfully transferred

2500€ wurden erfolgreich überwiesen

Dear Alexander,

Thank you for your patience.

We have initiated a refund in the amount of 2500 EUR and we are happy to hear that you have already received the funds. We would also like to take this opportunity to reassure you that your account is permanently closed.

Please accept our apologies once more for any inconvenience caused.

Kind regards,

SGCasino Team

Dear 4604Alexander,

I am very happy to hear that your issue has been resolved, and would like to thank SG Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru