SG Casino - La cuenta del jugador ha sido cerrada.

Hello, SG Casino suspended my account today and cancelled my requested withdrawal. I would like the casino to refund my remaining balance.

Salve, SG Casino in data odierna mi ha sospeso il conto e annullato il prelievo richiesto. Vorrei che il casino mi restituisca il saldo residuo.

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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 passed the full KYC verification, or at least submitted any identity documents to this casino for the KYC process?
• Have you contacted customer support to ask about the reason why your account was suspended?
• What types of games did you play at this casino to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

HI,

• I was not asked for KYC verification
• I asked for explanations and the only answer was this:

but I don't understand why, I didn't violate any rules, I played my balance and the welcome bonus normally and I had some winnings on the slots, so I would like the casino to refund me the balance in its entirety

• I played exclusively on Pragmatic slots and Hacksaw
• I had winnings both with my real balance and also with the bonus

Ciao,

• non mi è stata chiesta la verifica KYC
• ho chiesto spiegazioni e l'unica risposta è stata questa:

ma non capisco come mai, non ho violato nessuna regola, ho giocato il mio saldo e il bonus di benvenuto normalmente e ho avuto delle vincite sulle slot, vorrei quindi che il casino mi restituisca il saldo nella sua interezza

• ho giocato esclusivamente alle slot pragmatic e alle hacksaw
• ho avuto delle vincite sia con il mio saldo reale che anche con il bonus

Dear Spa815

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, Samuel (samuel.s@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,

Veronika

Dear Spa815,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from SG Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear SG Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Spa815, dear CG team,

Thank you for bringing this to our attention. Kindly be informed that we have forwarded a request to our relevant department regarding this matter. As soon as we have more information, we will update you promptly.

Kind regards,

SGCasino Team

Hello everyone,

Dear SG Casino,

thank you for forwarding the matter to your relevant department. I understand that you are currently waiting for their feedback. Once you receive their response, please provide the exact reason for the account closure and confiscation, the specific Terms and Conditions allegedly breached, and the relevant supporting evidence that led to this decision.

This will allow me to properly review the casino's position and assess the complaint objectively. I will await your further update.

Thank you for your cooperation.

Dear Samuel,

Thank you for your patience.

Player's account was closed as per our Terms and Conditions, section 7.19 and 7.20. Kindly be informed that we have sent you an email regarding this matter.

Kind regards,

SGCasino Team

Hello everyone,

thank you, SG Casino, for the update and for providing the additional information by email.

I have received your email and have replied with some further questions and a request for additional information and supporting documentation. I will review the casino's response once I receive the requested details and proceed with my assessment accordingly.

Thank you for your cooperation.