SG Casino - A retirada do jogador foi adiada e os limites da conta foram reduzidos.

They treat me bad for winning and slows down the withdrawal process. They want me to use many months to withdraw and try to get me to play casino. It have been very bad customer support. I have around 380k NOK to withdraw and they have 5000NOK max withdrawal per day and maximum 3 pending withdrawals. The problem is that they do maybe accept withdrawals 1 time a week.

In the beggining when I lost I had very good limits and was a VIP player. As soon as I won they gave me a 5000NOK limit and accepted withdrawals a few times a month.

I even miss a few 5k withdrawals they claim they have sent. I have proof that they never arrived to my Revolut. I have asked several times on mail and live chat. They do not even reply to it.

Dear Norwegiangambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SG Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino and screenshots of your recent deposits with the status visible? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Have you made any successful withdrawals from the casino in the past?

Yes, I have made several ones. I even had some manual withdrawals higher than 5000NOK when I had a VIP manager. My VIP manager and other support does not help me now after my winnings. They do not accept withdrawals often, the last two withdrawals was accepted 27.03. and 23.03. Even if I have 3 pending all the time. See my uploaded photos. My withdrawal from 03.03 is not even accepted.

Could you please confirm that you have passed the KYC verification?

Yes.

Have you accumulated your winnings with the help of a bonus?

I have been using freebets and cashback for some bets, but most of the winnings are from raw balance.

Thank you very much, Norwegiangambler, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I want to add some more info. Here is the last withdrawal they paid. 27.03 is 1,5 week ago and it is still counting. How can you expect me to wait this long for every single 5k withdraw?

I have still not recieved my request for a proof of the payments done. I am pretty sure a few of the «accepted» withdrawals was never paid to my account. If this is the case it is very bad.

Hello again, Norwegiangambler! :)

I will be taking care of this complaint as well. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. In the meantime, please do not cancel the withdrawal requests in any of the casinos, to ensure the process does not get restarted, or the winnings gambled away. This may take a while.

I’d like to invite a representative of SG Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your only pending withdrawal at the moment was forwarded to be checked with priority.

In regards to the withdrawals which are missing, we would like to kindly ask you to specify the payments which you believe are missing in order for us to investigate it properly. Additionally, we would be grateful if you provided us with your account statement where you were receiving the withdrawals.

Best regards,

SGCasino.com

We talked about this on chat yesterday… I have 3 pending ones, not 1. Just look at the picture below.

And how can it take over 1 week to accept each 5000 NOK withdrawal? You let me withdraw 50k before I won, so why did that change as soon as I won?

Thank you SGCasino team for looking into this for us.

Dear Norwegiangambler, while waiting for the casino's reply, I would recommend checking with your bank and/or your Mastercard issuer. In some of my previous cases, sometimes the payments got delayed or downright refused by the bank or payment providers, due to transaction limits. Would be good to ensure your bank actually allows the withdrawals, to ensure it's not them who are throttling your withdrawals. Unless you have done transactions like these before, and the bank did not change their policies recently, in which case we'll just wait for the casino to share their findings.

I am not able to withdraw anymore. I have contacted support and they tell me that I have to wager my deposit. The problem? I have not done any new deposits. I can send chat transcript if needed. But this is another thing they do to slow down the process.

I sent you a chat transcript Matej🙂 They are like that everytime. It seems like their goal is to make me tired and give up on this case. 50 minutes on the chat and zero problems solved.

No legit casinos refuse players to withdraw. Stay away people.

Dear Customer,

Thank you for your reply.

We would like to inform you that your withdrawal request from 13.04.2025 was forwarded to be checked with priority.

Best regards,

SGCasino.com

Dear SGCasino.com, could you also confirm the player will be able to withdraw at least the 70,000 kr mentioned on the website, to speed up the process? Thank you.

Dear Norwegiangambler, as I mentioned before, live chat has no information or power over anything except replying to basic questions regarding the website, terms, or games. Personally I think asking them about withdrawals or your complaint is a waste of time, as they have no way to check on the status of your withdrawal or the complaint itself. It's a separate team with separate tasks.

They have not replied on chat or mail why it says I have 3 pending withdrawals. They claim I only have one. You can see here that I have 3:

I have asked them to provide me a proof of payments from my Mastercard withdrawls aswell. I am sure I miss some of them. Revolut say nothing is wrong from their part.

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.

Dear Customer,

Thank you for your message.

Your withdrawal requests from 19.04.2025 and 21.04.2025 were forwarded to be processed with priority.

In regards to the missing payments, we once again want to ask you to provide us with the exact payments which you believe are missing and provide us with the bank statement for the account where you were receiving the payments.

Best regards,

SGCasino.com

Dear Norwegiangambler, please let us know once the payments are received. When requesting the next withdrawals - according to the casino's withdrawal terms - they should be processing 5,000 per 24 hours, with total of 70,000 per month. Please, ensure you adhere to the 5,000 kr per 24 hours rule, to minimise the issues with the payment processing.

This is my accepted withdrawals since March. I have maybe done 1 or 2 crypto withdrawals aswell. So in 2 months it is probably not even going to be a total of 50k. It has to be mentioned that it is more frequently accepted in the latest days.

Hopefully the casino will speed up the withdrawals going forward, and will at least adhere to the 70,000 monthly limits going forward. Please, keep posting the withdrawals exactly according to the T&C's to ensure there is nothing on your end giving any opportunity for delays (if I remember correctly you can have one withdrawal request up to 5,000 per 24 hours), and we'll keep an eye on this until the whole sum is paid out.

Please, let me know once you receive your next payments, and if you could also sum up for me how much you have been paid and how much are you still waiting for, that would be much appreciated.

I had around 400k when I started I think, now I have 3 pending withdrawals and the amount you see left

Thank you for the confirmation. I have noted the amount amongst the case notes. Please, let me know once the payments are processed, or if there are any more issues. I will keep this case opened until the whole amount is withdrawn, in case of other issues or delays.

I lost a lot of money on the CL semi final. Still nothing happens to my VIP levels. I think they have removed me from it and made it impossible to get a higher level.

I still have not been contacted regarding my missing payments they claim have been sent. Can you help me get them send proof of payment of all bank/revolut transfers to me this year? Because they send withdrawals in different names and it makes it difficult to know each one.

Dear SGCasino.com, please see the message above. Can you please provide requested information, and CC me (matej.l@casino.guru) into the e-mail communication you will send regarding this? Thank you.

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.

Dear all,

Thank you for your messages.

As we have previously mentioned, in order for us to investigate any missing payments, we would like to kindly ask the customer to provide us with the bank statement of the account he has been receiving the payments to. Once it is send, we will check it with priority.

Best regards,

SGCasino.com

Just send your POP. I have a lot of irrelevant transactions. It will be easier to control if you send it.

Whichever side decides to make the first step, if it is sent by e-mail, please CC me in with matej.l@casino.,guru. Thank you.

Blocked from withdrawals now… It does not make sense for me to send all my transactions for many months, it will be hundreds of irrelevant transactions to lool trough. It is a lot easier if they send all my withdrawals. They even have different third parties that send me withdrawals. They are the ones that need to prove that I am wrong in my accusations.



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.

I have asked our contact to nudge the support team to check out the issue and let us know what is happening.

Dear Customer,

We would like to inform you that you are invited to upload the documents for verification as requested in the verification tab of your profile.

As for the payments, we would like to reiterate once more that the transaction history is to be sent from your side for it to be investigated.

Best regards,

SGCasino.com

I have verified before, you just try to slow down the process once again. Not a trustworthy site.

Dear Norwegiangambler, could you comply with the casino requests, so that way it is clear you did everything on your end? If nothing changes for the better, at least the casino can't say you are creating obstacles for them, and I can take it to the casino representative for further investigation. Thank you.

Dear Customer,

We would kindly like to inform you, that your account has not been verified yet.

Please upload all required documents on your profile in order for us to finalize your verification and proceed with your withdrawal requests.

Thank you for understanding and your cooperation.

Best regards,

SGCasino.com

Verified now. I have still not recieved any proof of payments from them. It does not make sense for me to send many months with irrelevant transactions. When they send all the dates and amounts I can prove to not have recieved everything.

If I understand this correctly, casino is not willing to send proof of payments, and the player doesn't want to send bank statements. I don't think that is a situation that can be solved, unless one side gives way. So my question is - why is this a problem?

If SGCasino.com doesn't want to send the proof because it would be showing some sensitive internal information, or Norwegiangambler has done some transactions that would be embarrassing for some reason, it can be sent to me via e-mail. And although it is not my job, I can set aside some time of day and check. That way everything stays confident. Would that be an option? Or can the both sides let me know why neither one wants to send the required proof? I am trying to read this situation, but am at loss. I would expect both sides to be doing everything possible to get this sorted ASAP. Thank you.

Dear Matej,

Thank you for your message.

We are working on obtaining the information requested by the customer, and will let you know once it's available.

Best regards,

SGCasino.com

Dear Customer,

We would like to kindly ask you to check the withdrawals in your casino account history and compare them with the payments received to your bank. If some payments are missing, we would like to ask you to provide us with the dates when the payments are missing.

Looking forward to your reply.

Best regards,

SGCasino.com

Thank you for the confirmation, SGCasino.com. I believe this will be the best way to find out what payments are actually missing - if any. Dear Norwegiangambler, please see the casino message above and let us know either here or via e-mail, once you check your bank statement and casino account withdrawals.

I do not even know what all your transactions are called. You guys use different third parties and it has not been the same all the time. That is why it would be a lot easier to look trough if you send all accepted transactions and the date it was sent.

The withdrawal history does not say when it was sent either. So when I asked for a withdrawal it sometimes took over 1-2 weeks before it was accepted. That makes the dates not add up if I compare to the withdrawal history and my bank.

I am sure you understand this.

Do I understand it correctly, that you have so many different payments coming into your account that you can't link the transactions at least by approximate date and value? I.e. you requested 5,000 on 5th and got 5,000 on 15th so it is that payment. Then check with the payment provider or type of transaction ID to search for others? Unless you are getting hundreds of payments monthly from dozens of casinos using 5 different payment providers each, which sounds unbelievable. Quite unbelievable, but possible to deal with eventually.

At any rate, we at Casino Guru are exploring different avenues to see if the 70,000 kr payment limit can be reached each month going forward. As soon as that is sorted, I'll look into the missing payments bit closer, unless a solution for it is found in the meantime.

If it was easy I would not make a case out of it. At least when it has been so many months and they use different names. And the date where I recieve is not the same as I asked for it.

I just remember a some time ago that it said it was accepted and I did not get anything. So why is it so difficult for them to send the transactions if they have nothing to hide?

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.

Dear all,

Thank you for your patience!

Please be informed that we are investigating the matter and will provide a reply as soon as possible.

Best regards,

SGCasino team

Dear all,

We are still looking into this matter. We will contact you again as soon as we have an update!

Your patience and understanding in this situation are truly appreciated!

Best regards,

SGCasino team

Dear all,

We would kindly like to inform you, that there are no more pending withdrawal requests. Additionally please note that there is currently no further balance to place new requests.

To further proceed with your missing payments we would kindly like to ask you to specify which amount you are missing ( please name the individual amounts, not the total sum) plus the request ID and date when you placed the missing withdrawal requests. In this manner we will be able to provide us with transaction IDs of the missing payments in order for you to locate them with your bank.

Please also provide us with your bank statement in order for us to review if the requested amounts are missing.

Thank you for your understanding.

Best regards,

SGCasino team

Dear Norwegiangambler, does the above mean you have managed to withdraw all the remaining balance, or have you gambled the money away? Also, do you have at least a rough idea how many payments are still missing?

I lost some of the money when they made me wager more. But I am not done with this case as long as they dont provide me with proof of payments. They do not even tell me all their third parties they use for withdrawals. They definitly try to hide something and make it difficult for me to get evidence.

I have done probably 50-100 withdrawals! They are the only one knowing for sure what is sent and not. Because I do not know all third parties they use.

We have discussed this before, but they never replied to me. Look at the picture

Can you please give me some details how did they make you wager more money? Or did you gamble just to increase your VIP level to get the option for larger withdrawals, please?

Dear SGCasino team, can you shed some light on why is there a problem with providing the list of transactions made from yourselves to the player's account?

Hello Matej,

We have sent an email attached evidence showing all the withdrawals we confirmed was indeed paid from our side.

We will wait for your further advice.

Kind regards,

SGCasino team.

If I get the list of transactions I can come with control if everything is recieved. Without the list and name of third parties, I can only trust myself. And I am 99% sure I am missing at least 3 withdrawals.

I am unsure why I have received the transactions list, as I do not have access to the player's bank account, neither the time to comb through the transactions I have replied back to the casino asking to send the said list to the player.

Secondly, dear  Norwegiangambler, are you able to continue withdrawing 70k monthly as agreed?

Hello Norwegiangambler,

We hope this message finds you well.

We would like to bring to your attention that we sent an email containing the Withdrawal statement on June 30th, 2025. As of today, we have not received any response from you.

We kindly request an update at your earliest convenience.

Kind regards,

SGCasino team.

Dear Norwegiangambler, please let us know whether you have found any discrepancies between your bank account statement and the statement provided by the casino. Thank you. :)

It went to spamfolder. They have not provided any info about what all of their third paries are called.

I will have a look at it and see if it helps.

Dear Norwegiangambler,

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.

They still have not sent all the names of their third parties and they have made it difficult by using all this time. If they just had responded while I contacted them in february it could have been fixed then…

Like you see at that time they removed rhe possibility to see my transactions, which makes it even more sketchy. Can they have removed some transactions at that time? Who knows…

Thank you for the update. Unfortunately, I am at an impasse with these missing payments. If you can't identify the payments from the details provided by the casino, I have no other leverage to use. Maybe the bank branch could be more helpful as they should be able to identify the payment and the company making it. Unless you have all kinds of weird transactions going on within your account, in which case I can see why it is impossible to recognise anything. Honestly, I am at a loss here, and only thing I can think of is speaking with your bank's branch assistant to identify the payments.

Aside from that, do you have any further issues with the current withdrawals? And can you please update me on how much is still left to withdraw? Thank you.

Dear Norwegiangambler,

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.

How can I even prove that the payments they have added as «cancel» is refunded? It is impossible to get such information out of these transactions. They could just have added my missing withdrawals as «cancel»

And regarding the current withdrawals, are you still able to get the monthly amount? And how much is there left to withdraw, please?

Dear Norwegiangambler,

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.

Dear Norwegiangambler, is everything OK with the withdrawals, please?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.