SG Casino - A conta do jogador foi encerrada e o saque cancelado.

SG Casino has blocked my account without offering any valid justification and, in addition, has cancelled a withdrawal of €54 that had already been requested and which corresponds to legitimately obtained funds, improperly withholding my money.

To date, I have not been provided with any explanation regarding the reasons for the account being blocked or the withdrawal being cancelled, nor has any solution been offered to resolve the situation.

I have tried to contact customer service on several occasions, without receiving any response after more than 13 working days, which demonstrates a total lack of professionalism, transparency and respect for the customer.

I demand an immediate response and the full payment of the €54 withheld.

SG Casino ha procedido al bloqueo de mi cuenta sin ofrecer ninguna justificación válida y, adicionalmente, ha cancelado un retiro de 54 € que ya había sido solicitado y que corresponde a fondos legítimamente obtenidos, reteniendo mi dinero de forma indebida.

Hasta la fecha, no se me ha proporcionado ninguna explicación sobre los motivos del bloqueo de la cuenta ni sobre la cancelación del retiro, ni se ha ofrecido ninguna solución para resolver la situación.

He intentado contactar con el servicio de atención al cliente en varias ocasiones, sin obtener respuesta alguna tras más de 13 días laborables, lo que demuestra una falta total de profesionalidad, transparencia y respeto hacia el cliente.

Exijo una respuesta inmediata y el abono íntegro de los 54 € retenidos. 

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.

Dear girasol,

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 understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate 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,

Attila

I placed bets on slots, and when I requested a withdrawal, it didn't ask for verification (nor would it let me; a message appeared saying verification wasn't necessary). However, after contacting the casino, they asked for my ID, a photo of my card (with some information covered up), and a transaction history. They verified me, but didn't refund my withdrawal. It was all without any bonus. Thanks a lot.

En slots aposté, no me solicitó verificación al solicitar el retiro (ni me permitía hacerlo, aparecia un mensaje que indicaba que no hacía falta verificarme), pero tras contactar con el casino, me solicitaron dni, foto de la tarjeta (con ciertos datos tapados) y un historial de movimientos, con lo que me verificaron, pero sin devolverme el retiro. Todo fue sin bono, muchas gracias.

Dear girasol,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear girasol, thank you for your response. Could you please forward the documents you have submitted to the casino prior to losing access to your account? You can reach me via email at attila.g@casino.guru.

Thank you in advance for your cooperation.

I think it's better not to send my ID on this website, but I sent my ID and card; they requested them after the block, my complaint, and the cancellation of the withdrawal.

Creo que es mejor no enviar mi dni en esta web, pero envié el dni y la tarjeta, me lo solicitaron posteriormente al bloqueo, a mi queja y a la cancelación del retiro.

Dear girasol, I understand your concern, however, we cannot proceed with the resolution of this complaint without your cooperation. You can send all sensitive information via email. I can assure you that contents of your message will remain confidential to me and will only be used for the purposes of dealing with this complaint.

Dear girasol,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I finally sent everything by mail.

Buenas, lo envié finalmente todo por correo.

Dear girasol, thank you for your email. Could you please forward the bank statement directly in pdf format?

Thank you in advance for your reply.

Hello, I have sent you the documentation.

Buenas, le he remitido la documentación.

Dear girasol,

Thank you very much for your reply and for providing the bank statement. Have you received any communication indicating the status of your latest document submission?Has the casino indicated that there might be a problem with approving specific documents?

Thank you in advance for your response.

Nothing, I haven't received any communication since the last one I mentioned to your team. Thank you very much!

Nada, llevo sin recibir comunicaciones desde las últimas a las que le hice a vuestro equipo referencia. Muchas gracias!

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, Peter (peter.c@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 there,

Thank you girasol for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SG Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Player,

Thank you for contacting us.

Please be advised that the relevant department is currently reviewing your case.

Rest assured that we will notify you promptly once there is an update.

Kind regards,

SG Casino Team

Dear Player,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as per administrative decision.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

using the Website for commercial purposes or in someone else’s name or interest;

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account. 

Regarding your remain balance upon closure, as per your account data, we can confirm that has been successfully processed today form our side.

Please note, however, that depending on the payment method used and your bank's processing times, it may take 3 to 5 working days for the funds to appear in your account.

Thank you for your patience and understanding.

Kind regards,

SG Casino Team

Thank you for the update SG Casino representative. Would it be possible to provide me with evidence of fraudulent behaviour that resulted in the breach of terms and conditions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear girasol, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

It was done correctly!! Thank you so much for your help.

Ha sido realizada correctamente!! Muchísimas gracias por la ayuda.

Dear girasol,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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.

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,

Peter