SG Casino - A conta do jogador foi encerrada.

Hi, my SG Casino account was blocked on February 3rd for no reason. I tried contacting them to request my remaining balance, but their last response was on February 9th (when they told me to wait for their communication to refund my balance).

Since more than 3 weeks have passed, I would like to ask you for help in recovering my funds.

Thank you

Ciao, il mio conto su SG Casino è stato bloccato il 3 Febbraio senza motivo, ho provato a contattarli chiedendo di ricevere il mio saldo residuo, ma la loro ultima risposta risale al 9 Febbraio (data in cui mi avevano comunicato di attendere una loro comunicazione per il rimborso del mio saldo).

Essendo passate più di 3 settimane vorrei chiedere aiuto a voi per recuperare i miei fondi.

Grazie

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 for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good evening Kristina,

• I played pragmatic and hacksaw slots
• I was not asked for KYC verification as it is not necessary
• My winnings have been accumulated with my real balance

Thanks in advance

Buonasera Kristina,

• Ho giocato alle slot pragmatic e hacksaw
• Non mi è stata chiesta la verifica KYC in quanto non necessaria
• Le mie vincite sono state accumulate con il mio saldo reale

Grazie in anticipo

Thank you very much for your reply, Spaffle. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Here's the conversation between me and the casino:

After the last reply on February 9th, the casino has not given me any more updates.

Ecco la conversazione tra me e il casino:

Dopo l'ultima risposta del 9 Febbraio, il casino non mi ha più dato aggiornamenti.

Hello Spaffle,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

SG Casino finally refunded my balance, after about a month.

SG Casino ha finalmente restituito il mio saldo, dopo circa un mese.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina