SG Casino - A retirada do jogador foi adiada e o acesso à conta foi bloqueado.

Good afternoon, I'm here to open a new complaint because they wouldn't let me reopen the previous complaint, and the problem is the same. On April 4th I played in the SG casino, I won 1000 euros and I withdrew the daily allowed amount which was 500 euros, the next day on April 5th I made another withdrawal of 500 euros and I waited for the payments. On April 9th the casino paid me the first 500 euros and I confess I was surprised given my previous experience. On April 10, I received an email with the cancellation of my withdrawal made on April 5 and I thought (we're back to the same thing) I sent an email and they replied with the same excuses as always, delays and apologies and technical errors and Bla Bla Bla !!! I immediately made a new withdrawal and that was that. I continued to wait and sent an email again complaining that I was still not receiving, I also complained to support and the excuses were the same. On April 12, by email, they advised me to try to make the withdrawal by bank transfer and, wonder of wonders, when I tried to do so, I couldn't log in to my account, the page simply wouldn't open!!! I borrowed a cell phone from home and it wouldn't open the casino page either, I borrowed another one from home and it still wouldn't open the page !!! I think they blocked my IP because I had to borrow a friend's cell phone to be able to access the page and my account and I did it !!! and on April 12, I made the request for 500 euros by bank transfer as recommended !!! Since then I've been waiting, I can't access the casino and my account from my phone or other phones in the house! I only send emails to which they respond with excuses and more excuses but what is certain is that the money does not fall into my account !!! Today is April 21 and I've been trying to withdraw my money since April 5 !!!

This casino can't get away with this, they've already done this to me once and I've been waiting over a month for them to pay me the full amount they owe me! This time it's been 16 days, and they're supposed to pay after 3 working days! Where have the 3 days gone? !!!!! This time they even blocked my access to the casino so that I couldn't even make the withdrawal request by transfer as they recommended in the email !

I think it's unacceptable, and I really hope they're called to account and their score is lowered because the level of security is not at all strong or high!!! In order not to pay me, they even blocked my IP !!!

Boa tarde , venho aqui abrir uma nova reclamação porque não me deixaram reabrir a reclamação anterior , sendo que o problema é o mesmo . No passado dia 4 de abril joguei no casino SG casino , ganhei 1000 euros e procedi ao levantamento do valor permitido diário que foi de 500 euros , no dia seguinte dia 05 de abril fiz outro levantamento de 500 euros e fiquei a aguardar pelos pagamentos . No dia 9/04 o casino pagou me os primeiros 500 euros e confesso que fiquei surpreendida dada a minha experiência anterior . No dia 10/04 recebo um email com o cancelamento do meu levantamento feito no dia 05/04 e pensei ( voltámos ao mesmo ) mandei email e responderam me com as mesmas desculpas de sempre , atrasos e pedidos de desculpas e erros técnicos e Bla Bla Bla !!! Fiz um novo levantamento de imediato e assim ficou . Continuei a espera e voltei a enviar um email a queixar me que continuava sem receber , reclamei no suporte também e as desculpas foram as mesmas . No dia 12/04 Por email aconselharam me a eu tentar fazer o levantamento por transferência bancária e tal não é o espanto quando vou tentar fazê-lo não conseguia entrar na minha conta , a página simplesmente não abria !!! Pedi um telemovel emprestado cá em casa e também não abria a página do casino, pedi outro ainda cá em casa e continuava sem abrir a página !! Deduzo que me bloquearam o IP porque Tive que pedir a uma amiga o telemóvel emprestado para conseguir entrar na página e na minha conta e lá consegui !! e ainda no dia 12/04 lá fiz o pedido dos 500 euros por transferência bancária tal como me recomendaram !!! Desde então que estou a espera , não tenho acesso pelo meu telefone nem por outros telefones cá em casa ao casino e à minha conta ! Envio apenas emails aos quais respondem com desculpas e mais desculpas mas o que é certo é que o dinheiro não cai na minha conta !!! Hoje é dia 21 de abril e desde dia 5 de abril que estou a tentar levantar o meu dinheiro !!!

Este casino não pode sair impune , já me fizeram isto uma vez e tive mais de um mês a espera que me pagassem o valor total que me deviam ! Desta vez já lá vão 16 dias , sendo que supostamente pagam ao fim de 3 dias úteis ! Onde é que os 3 dias já lá vão !!!!! Desta vez até me bloquearam o acesso ao casino para que eu não conseguisse fazer sequer o pedido de levantamento por transferência tal como recomendaram no email !

Acho inadmissível, e espero mesmo que eles sejam chamados a razão e que a pontuação deles baixe porque o nível de segurança não é de todo forte ou elevado!! Para não me pagarem até me bloquearam o IP !!!

Dear marleneborges647,

Thank you very much for submitting your complaint. I’m sorry to hear about your ongoing difficulties with SG Casino and the delay in receiving your withdrawal.

To help us gain a clearer picture and proceed with your case, could you please answer the following questions:

1. Could you confirm the total amount you were able to withdraw so far and the exact amount that is still pending?
2. Could you share the transaction details for the withdrawal made on April 12, including the payment method used and any confirmation you received from the casino?
3. Have you received any responses from the casino support team regarding the reason for blocking access to your account or your IP address? If yes, could you forward those to us?
4. Are you able to access your account from any other device or network at this time?
5. Do you have any screenshots or records of the error messages or blocked access attempts?

Please feel free to forward any relevant documents, emails, or screenshots to petronela.k@casino.guru so we can review them as part of our investigation.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good morning, I have sent everything requested to .

Thank you

Bom dia , enviei tudo o que me foi pedido para o email petronela.k@casino.guru.

Obrigada

Additional comments from the player:

On April 4th I made a deposit at SG casino, I won 1000 euros and as it is only possible to withdraw 500 euros per day, that's what I did, on April 4th I made a withdrawal of 500 euros and on the 5th I made another withdrawal of another 500!

Everything was going well, on April 9th ​​they paid me 500 euros and the right thing would be to pay the other 500 on the 10th! Instead, they canceled my order, and I had to start over by making a new withdrawal using MasterCard as I had been doing from the beginning. Since nothing happened, I think it was on the 10th or 11th, I don't remember exactly, I sent an email asking about the money! They replied to my email advising me to place an order by bank transfer! I tried to access the casino page but I couldn't anymore, I asked for my daughter's phone number to try to access it and I couldn't either, I asked for my husband's and it still didn't work! On the 12th I arrived at work and asked a colleague for her phone number to try to access the casino page, I managed to access it and proceeded to cancel the order via MasterCard and made the withdrawal via bank transfer. I spoke to support via their phone and asked about the money, to which they gave me more excuses and I also asked why I couldn't access the page using my cell phone! I asked if they had blocked my IP, to which support replied that they had no information about that, but that they could not confirm or deny it! Which made me more suspicious that they actually did it!

Since then nothing has happened, I send emails and they only respond with apologies and more apologies, I can't speak to support because I can't access the casino page through any phone here at home. And I'm in this situation that unfortunately for me is already known with this casino!!! At the end of January, February and March I also had disputes with them because they owed me 3500 euros and they had more than a month to pay me, they were always cancelling my orders!!! I believe they paid me because I appealed to the guru's complaints!!

Anyway... I'll send some of the emails sent by them, screenshots of withdrawals and cancellations, and how it appears when I try to access the casino page from my cell phone and from one of the cell phones here at home.

I appreciate your attention and I hope this situation is resolved because what they do to customers is unacceptable, and perhaps if many don't know how to complain, I believe they won't pay at all!

Hi marleneborges647,

Thank you very much for your update. I’m sorry this issue is still causing you distress.

Could you please provide the transaction ID or reference number for the €500 withdrawal you made on April 4th? Having that specific identifier will help us trace the payment with the casino and their payment provider.

Thank you in advance for your reply.

Good morning, here is the transaction ID from April 4th.

I look forward to your reply. Thank you

Bom dia , aqui envio o ID da transação de dia 4 de abril .

Aguardo resposta . Obrigada

Thank you very much, marleneborges647, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear marleneborges647,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SG Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Good afternoon, it's May 8th and I'm still waiting to be paid! I've sent several emails and when they reply, the casino's excuses are always the same. They apologize and say that the payment is delayed and ask me to be patient, which is quite difficult since the first time I withdrew this amount of 500 euros was on April 5, more than a month has passed.

They just make excuse after excuse, but I don't see any solutions! I find this situation unacceptable! It's a shame!

Boa tarde , hoje é dia 8 de maio e continuo a espera que me paguem ! Tenho enviado vários emails e quando me respondem As desculpas do casino são sempre as mesmas. Pedem desculpas e dizem que o pagamento está atrasado e pedem-me para ter paciência , coisa que é bastante difícil visto que a primeira vez que fiz o levantamento deste montante de 500 euros foi no dia 5 de Abril , já passou mais de um mês .

Só dão desculpas atrás de desculpas mas soluções não vejo nenhumas ! Acho inadmissível esta situação!! É lamentável!

Regarding the blocking of my IP, I have screenshots to prove that I was indeed blocked, when an agent told me that he was sorry about the IP blocking situation.

Em relação ao bloqueio do meu IP tenho capturas de ecran que provam que fui realmente bloqueada ,quando um agente me disse que lamentava a situação do bloqueio do IP .

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.

They've been replying to my emails requesting documents since April 28th, and they do this constantly even after I've already sent them more than 3 times. It's just another way of delaying the payment, they clearly don't want to pay and they find every way to stall the process. It's unfortunate, I've never been through what I've been through with this casino. This situation is regrettable and deplorable. They owe me money and are clearly doing everything they can not to pay me.

LAMENTABLE.

I DON'T RECOMMEND IT TO ANYONE. PLEASE PEOPLE WATCHING THIS, DON'T LOAD YOUR MONEY IN SG CASINO .

Desde dia 28/04 que me respondem aos emails com pedidos de documentos, fazem isso constantemente mesmo depois de já os ter enviado mais de 3 vezes . Mais uma forma que arranjaram de atrasar o pagamento, claramente que não querem pagar e arranjam todas as formas e mais algumas de empatar o processo . É lamentável, nunca em nenhum casino passei pelo que já passei com este . É lamentável e deplorável esta situação. Devem-me dinheiro e claramente estão a fazer tudo para não me pagar .

LAMENTÁVEL.

NAO RECOMENDO A NINGUÉM. POR FAVOR PESSOAS QUE ESTÃO A VER ISTO, NÃO CARREGUEM O VOSSO DINHEIRO NO SG CASINO .

Dear all,

Thank you for reaching out!

Please be informed that we are checking the matter and will provide updates as soon as possible.

We appreciate your patience!

Best regards,

SGCasino team

Dear marleneborges647,

We are truly sorry about your withdrawal delay. We are checking this matter with the relevant department + your IP request.

We will contact you again as soon as we have an update for you.

Best regards,

SG Casino team

Dear marleneborges647,

Your withdrawal has been completed from our side. Please, let us know when you receive it.

We would kindly ask you to provide a screenshot of the error message that you receive upon logging into your account.

Thank you for your cooperation.

Best regards,

SG Casino team

Dear marleneborges647,

please keep us informed when you receive your funds.

Good morning, I have now received my funds.

Thank you again for your attention and help in this situation.

I hope it doesn't happen again.

Bom dia , já recebi os meus fundos .

Muito obrigada mais uma vez pela vossa atenção e ajuda nesta situação.

Espero que não volte a acontecer.

Dear marleneborges647,

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,

Jana

Casino.Guru