SG Casino - El jugador aún no ha recibido las ganancias.

I submitted a withdrawal request days ago, and the withdrawal still hasn't been processed. They keep giving me the same excuses whenever I talk to them on live chat.

Έκανα αίτηση ανάληψης εδώ και μέρες και ακόμη δεν έχει γίνει η ανάληψη. Συνέχεια μου απαντούν τις ίδιες δικαιολογίες όταν μιλάω μαζί τους στο live chat

Dear vasiliadiskostas82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear vasiliadiskostas82,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, my withdrawals haven't been made. It still says they are in processing status.

Όχι δεν έχουν γίνει οι αναλήψεις μου. Ακόμη γράφει ότι είναι σε κατάσταση επεξεργασίας.

No, the withdrawals haven't been made. It still says it's in processing status.

Όχι δεν έχουν γίνει οι αναλήψεις. Ακόμα γράφει ότι είναι σε κατάσταση επεξεργασίας

Dear vasiliadiskostas82,

Can you please advise if your account is fully verified?

Additionally, please forward any communication between you and the casino related to the case to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

It says my account doesn't require verification. I'll send it to you by email. I also have some conversations. Should I send them to you too?

Μου γράφει ότι ο λογαριασμός μου δεν απαιτεί επαλήθευση. Θα σας το στείλω και στο mail. Έχω επίσης κάποιες συνομιλίες. Θα σας τις στείλω και αυτές?

Should I send them a message that I will contact the Greek EEEEP?

Να τους στείλω μήνυμα ότι θα απευθυνθώ στην ΕΕΕΕΠ Ελλάδας?

Thank you vasiliadiskostas82 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

How can you help me?

Πώς μπορείτε να με βοηθήσετε?

Dear vasiliadiskostas82, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite SG Casino representative to join this conversation. 

Dear SG Casino, could you please provide more information about this case? 

Looking forward to your reply.

I just received my first withdrawal. I'm waiting for another withdrawal of €500. I hope it doesn't take another month.

Μόλις μου βάλανε την πρώτη μου ανάληψη. Περιμένω άλλη 1 ανάληψη των 500€. Ελπίζω να μην κάνει πάλι 1 μήνα

The second withdrawal I made was cancelled and the money was returned to my account and I withdrew it again. Three business days passed again and nothing. I am waiting for news from you because when you asked them, they made the first deposit. You should probably intervene again.

Την δεύτερη ανάληψη που είχα κάνει ακυρώθηκε και μου επέστρεψαν τα χρήματα στον λογαριασμό μου και τα έκανα ξανά ανάληψη. Πάλι πέρασαν τρεις εργάσιμες και τίποτα. Περιμένω νέα από εσάς γιατί όταν τους ρωτήσατε τότε με έκαναν την πρώτη κατάθεση. Μάλλον θα πρέπει παλι να επέμβετε

My withdrawals have been processed. Thank you very much for your help.

Οι αναλήψεις μου έχουν πραγματοποιηθεί. Ευχαριστώ πολύ για την βοήθεια

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Same thing again. I made withdrawals on January 12th and same thing again. What they say for 1 to 3 days that withdrawals are made is a lie. You should also lower their rating and not write what they tell you. Thank you

Πάλι τα ίδια. Εκανα αναλήψεις στις 12 Ιανουαρίου και παλι τα ίδια. Αυτό που λένε για 1 έως 3 μέρες ότι πραγματοποιούνται οι αναλήψεις είναι ψέματα. Πρέπει και εσείς να τους κατεβάσετε την βαθμολογία τους και όχι να γράφετε ότι σας λένε. Ευχαριστώ

Dear vasiliadiskostas82, 

Thank you for your patience, and I appreciate your updates.

I am pleased to hear that you have received your winnings thus far. Concerning your last withdrawal request dated January 12th, I kindly ask for your patience as we allow a few additional days for processing. While I understand this may differ from the information provided on casino's website, please note that the payment process is not entirely within the casino's control. Typically, we allow up to 14 business days for the full processing of withdrawal requests.

Thank you for your continued understanding.

Don't bother with my issue anymore. I deleted my account at sg casino. It was the worst experience I've had at a live casino. I wonder how you have such a good rating for them

Μην ασχολείσαι άλλο με το ζήτημα μου. Έσβησα τον λογαριασμό μου στο sg casino. Ήταν η χειρότερη εμπειρία που είχα από live casino. Απορώ πώς τους έχετε τοσο καλη βαθμολογία

Dear vasiliadiskostas82, 

I apologize for your overall experience. I believe there may be a casino that aligns more closely with your needs and expectations.

Should I assume you have received your winnings?

After one month and 10 days

Μετά από ένα μήνα και 10 μέρες

Dear vasiliadiskostas82,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak

Casino.Guru