SG Casino - La retirada del jugador se ha retrasado.

To date, despite more than 30 days having passed, the withdrawal request has not been credited.

Ad oggi, nonostante sia passato più di 30 giorni, non è stato fatto l’accredito della richiesta di prelievo

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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.

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Dear Geniax,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Thank you for your reply and for providing the previous details, Geniax.

• Can you log in to your account now?
• Could you please clarify the exact date when you requested the withdrawal?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Thank you again for your cooperation.

Last withdrawal March 14th bank transfer

Method for withdrawing the same bank transfer as the previous one

Ultimo prelievo 14 Marzo bonifico

Metodo per il prelievo bonifico stesso del precedente

At this moment they asked me for documents for KYC verification WHICH I SENT IMMEDIATELY

In questo momento mi hanno richiesto documenti per la verifica KYC CHE HO MANDATO SUBITO

Thank you for your reply and for providing the previous details, Geniax.

• Are there any updates since you submitted the verification documents?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Petra good morning the casino has not given any more news

nothing at all, I have no updates on this matter

This does not seem to me to be correct or transparent behaviour.

I have strong doubts about the fairness of the casino

Petra buongiorno il casinò non ha dato più notizie

nulla di nulla non ho aggiornamenti in merito

Non mi sembra né un comportamento corretto e ne trasparente

Ho dei forti dubbi sulla correttezza del casinò

Unfortunately these are the latest updates, I don't know what to think anymore

I ask casino guru to help me, my hands are tied

Questi purtroppo sono gli ultimi aggiornamenti non so più cosa pensare

chiedo a casinò guru di aiutarmi io ho le mani legate

Dear Geniax

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 Mirka (miroslava.d@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 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 along with supporting evidence if needed?

Thank you in advance.

They wrote to me yesterday that the identification selfie is not good. I immediately sent another one to avoid misunderstandings. I also put it here in the chat for private viewing to avoid further excuses.

Mi hanno scritto ieri che il selfi identificazione non va bene ne ho mandato subito un altro onde evitare malintesi lo metto anche qui in chat per presa visione a scopo privato onde evitare ulteriori scuse

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

SG Casino

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

SG Casino

Dear SG Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient clarification in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.