SG Casino - O jogador acredita que o seu pagamento foi atrasado.

Dear casino guru,

I am writing to you to express all my anger and frustration regarding the shameful management of my withdrawals at the casino: SG casino.

I have an outstanding balance of €6,800 + €1,500 in withdrawals since August 22nd, of which only €1,500 has been processed, and at that, excruciatingly slowly. From July 15th to today, only 3 withdrawals have been made (total €1,500), even though SG Casino claims payments are processed within 3-5 business days. They are clearly not respecting the promised timeframes, and this is unacceptable.

I find it absurd and shameful that a company that claims to be reputable makes people wait weeks for legitimate winnings. This behavior seriously undermines the casino's credibility and makes me doubt the fairness of its operations.

If they do not immediately pay the entire amount due, I will be forced to:

• Formally report the conduct to the competent bodies and gaming control authorities.

• Proceed through my lawyer to obtain what I am entitled to.

• Publicly expose my negative experience through forums, social media and consumer protection associations, so that other players are warned.

I expect a prompt response and, above all, immediate crediting of the remaining balance. I will not tolerate further delays or excuses.

Gentile casino guru , 

Vi scrivo per esprimere tutta la mia rabbia e frustrazione riguardo alla gestione vergognosa dei miei prelievi nel casino : SG casinó . 

Ho un saldo in sospeso di 6.800€ + 1500€ in prelievo dal 22 agosto , di cui soltanto 1.500 € sono stati processati, e per giunta con una lentezza esasperante. Dal 15 luglio ad oggi sono stati effettuati appena 3 prelievi ( totale 1500€ ) , quando il casinó sg dichiara che i pagamenti vengono evasi entro 3-5 giorni lavorativi. È evidente che non stanno rispettando i tempi promessi e questa è una pratica inaccettabile.

Trovo assurdo e vergognoso che un’azienda che si definisce seria faccia attendere settimane per somme legittimamente vinte. Questo comportamento mina gravemente la credibilità del casinó e mi fa dubitare della correttezza delle operazioni.

Se non provvederanno immediatamente a saldare l’intera somma dovuta, mi vedrò costretto a:

• Segnalare formalmente la condotta agli organi competenti e alle autorità di controllo del gioco.

• Procedere tramite il mio legale per ottenere quanto mi spetta.

• Esporre pubblicamente la mia esperienza negativa tramite forum, social e associazioni a tutela dei consumatori, in modo che altri giocatori siano avvisati.

Mi aspetto una risposta tempestiva e soprattutto l’accredito immediato delle somme residue. Non tollererò ulteriori ritardi né scuse.

Dear player,

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 the 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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Dominika, the withdrawals were requested from July 22nd about 1 month and a half ago, only 1500 euros were processed in this period of time, I would like SG CASINO to be encouraged in the processing of withdrawals as it is not normal to wait all this time, it seems absurd to me

Ciao Dominika, il prelievi sono stati richiesti dal 22 Luglio circa 1 mese e mezzo fa, sono stati elaborati solo 1500 euro in questo arco di tempo, vorrei che s'incentivasse SG CASINO nell'elaborazione dei preleivi in quanto non è normale attendere tutto questo tempo, mi sembra assurda come cosa

Dear player,

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.

Hi Dominika,

Unfortunately, still nothing, the funds are still blocked.

SG Casino's slowness is truly unacceptable: in over two months, only a minimal portion of withdrawal requests have been processed.

I therefore ask you to urge the casino to process payments more quickly, as delays like this have never been seen before.

Ciao Dominika,

purtroppo ancora nulla, i fondi risultano sempre bloccati.

La lentezza di SG Casinò è davvero inaccettabile: in oltre due mesi è stata elaborata soltanto una minima parte delle richieste di prelievo.

Ti chiedo pertanto di sollecitare il casinò affinché proceda con l’elaborazione dei pagamenti in tempi più rapidi, perché simili ritardi non si erano mai visti.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

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

Did you accumulate your winnings with or without an active bonus?

How much have you received in total from the casino since you began requesting withdrawals?

What are your currently pending withdrawal amounts, and what are their respective request dates?

Do you have any additional funds in your casino balance that you still plan to withdraw? If so, please indicate the amount.

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Dear Dominika,

KYC : I confirm that I have passed the KYC verification already some time ago.

Bonus: Winnings were accumulated without any active bonus.

Payments received : in two months I have received only €3,000.

Requested Withdrawals: I currently have a €1,500 withdrawal pending for 3 days.

03/09/2025- >500 euros

04/09/2025->500 euros

05/09/2025->500

Blocked Balance : My gaming account still shows €5,300 unwithdrawable.

I find it unacceptable that, after months of waiting and confirmation from the operators, the casino still hasn't paid out the full amount owed to me. I don't understand why the total outstanding amount can't be transferred in one go, avoiding further delays and frustration.

I demand that the entire balance be released and sent immediately, without further excuses or delays.

I remain available for further clarification and I attach the chats and communications I had with the casino to confirm what was stated.

Best regards,

Gentile Dominika,

KYC: confermo di aver superato la verifica KYC già da tempo.

Bonus: le vincite sono state accumulate senza alcun bonus attivo.

Pagamenti ricevuti: in due mesi ho ricevuto soltanto 3.000 €.

Prelievi richiesti: al momento ho un prelievo da 1.500 € in sospeso da 3 giorni.

03/09/2025- >500 euro

04/09/2025->500 euro

05/09/2025->500

Saldo bloccato: il mio conto gioco mostra ancora 5.300 € non prelevabili.

Trovo inaccettabile che, dopo mesi di attese e conferme da parte degli operatori, il casinò non abbia ancora provveduto a liquidare l’intera somma che mi spetta. Non comprendo perché non si possa procedere con un unico bonifico dell’importo totale residuo, evitando ulteriori ritardi e frustrazioni.

Pretendo che l’intero saldo venga sbloccato e inviato subito, senza altre scuse o rinvii.

Resto a disposizione per ulteriori chiarimenti e allego le chat e le comunicazioni avute con il casinò a conferma di quanto dichiarato.

Cordiali saluti,

Dear Dominika,

Thank you for your support. I confirm that I've contacted casino support practically every day to request updates on the outcome of my withdrawals. Unfortunately, I haven't saved the chats, so I can't provide you with the transcripts directly.

However, I can assure you that on several occasions the operators confirmed to me that the payments had been processed and would arrive within a few days, which however never happened (apart from the €3,000 received).

If necessary, I am available to contact the casino again to request copies of the communications, even if they have never been sent spontaneously so far.

I remain available for any further useful details.

Best regards,

Gentile Dominika,

ti ringrazio per il supporto. Ti confermo che ho contattato l’assistenza del casinò praticamente tutti i giorni per chiedere aggiornamenti sull’esito dei miei prelievi. Purtroppo non ho salvato le chat, quindi non posso fornirti direttamente le trascrizioni.

Tuttavia, posso assicurare che in più occasioni gli operatori mi hanno confermato che i pagamenti erano stati elaborati e sarebbero arrivati entro pochi giorni, cosa che però non è mai avvenuta (a parte i 3.000 € ricevuti).

Se necessario, sono disponibile a ricontattare nuovamente il casinò per chiedere copia delle comunicazioni, anche se finora non sono mai state inviate spontaneamente.

Resto a disposizione per qualsiasi ulteriore dettaglio utile.

Cordiali saluti,

Still nothing regarding withdrawals... they are incredibly slow... you have to do something to encourage them please

Ancora niente per quanto riguarda i prelievi .. sono di una lentezza unica .. dovete fare qualcosa per incentivare perfavore

Dear player, how much have you received in total from the casino so far?

How many withdrawals are currently pending, in what amounts, and from which dates?

Do you still have funds in your casino balance that you plan to withdraw? If so, how much?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear GianmarcoMalgieri96,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an SG Casino representative to join this conversation and participate in resolving this complaint.

Dear SG Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear GianmarcoMalgieri96,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your withdrawals.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

SG Casino Team

Dear SG Casino,

I ask you to expedite withdrawals immediately. I find this long wait unacceptable and embarrassing, especially considering that your Terms and Conditions clearly state that processing takes a maximum of 3-5 business days.

To date, however, months have passed without the payment being completed.

I await your urgent response.

Gentile SG Casino,

vi chiedo di velocizzare immediatamente i prelievi. Trovo inaccettabile e imbarazzante questa lunga attesa, soprattutto considerando che nei vostri Termini e Condizioni è indicato chiaramente che l’elaborazione richiede un massimo di 3-5 giorni lavorativi.

Ad oggi, invece, sono passati mesi senza che il pagamento sia stato completato.

Resto in attesa di un riscontro urgente.

Dear Customer,

I hope this message finds you well.

We are pleased to inform you that your withdrawal requests have been successfully completed.

Kind Regards,

SG Casino Team

Hi, I'm waiting for the other amounts to be processed quickly, thanks.

Ciao attendo l’evasione degli altri importi , in modo veloce grazie

Hi, the withdrawals haven't gone through yet. Can you please process them?

Salve i prelievi non sono ancora andati , Potete elaborarli perfavore ?

Still nothing, this situation seems surreal to me, terrible... terrible casino... waiting all this time.

I hope that Casino Guru will assert its position and mine against this terrible casino

Ancora niente , mi sembra surreale questa situazione C, pessima .. casinò pessimo .. attendere tutto questo tempo .

spero Che casinò guru faccia valere la sua posizione e la mia nei confronti di questo casinò terribile

Dear SG Casino,

Could you kindly inform us when the withdrawals will be processed? According to the terms and conditions, payments should be made at a rate of €500 per day.

I'll be awaiting your reply.

It's incredible, the situation hasn't improved at all... always the same, I find it absurd, an unheard of disgrace.

There is no worse mess than this

Incredibile non si è sbloccato minimamente la situazione .. sempre uguale lo trovo assurdo una schifezza inaudita .

casino peggiore di questo non esiste

STILL NOTHING ABOUT TAX EVASION...... I'VE BEEN WAITING FOR 1 WEEK, IT'S A DISGUSTING CRIMINAL REPORT... THIEVES

ANCORA NIENTE SULL'EVASIONE DEI PRELEIVI...... STO ATTENDENDO DA 1 SETTIMANA, UNO SCHIFO DA DENUNCIA PENALE.. LADRI

Last notice:

I won on July 15th and as of today, the end of September, I still haven't received my money. It's unacceptable that more than two months have passed since I won and over 10 days since my last withdrawal attempt without any credit.

I require immediate credit of my funds by 11:59 PM today and immediate provision of the following tracking/transaction information: case number, transaction ID, date/time of transaction, and the name of the agent handling the case.

In the absence of concrete feedback and proof of credit within the above-mentioned deadline, I will IMMEDIATELY proceed with all necessary actions to protect my rights, including but not limited to:

• formally open a dispute with your complaints service;

• request a chargeback to my bank;

• reporting to any consumer protection bodies;

• recourse to legal action to recover sums and moral damages;

• public and widespread publication of the story on social media and industry forums.

This situation is surreal and unacceptable: I want a definitive solution now. I won't accept excuses or further delays. I await written confirmation and proof of transaction within a few hours.

Ultimo avviso:

Ho vinto il 15 luglio e ad oggi, fine settembre, non ho ancora ricevuto i miei soldi. È inaccettabile che siano passati più di due mesi dall’esito della vincita e oltre 10 giorni dall’ultimo tentativo di prelievo senza alcun accredito.

Esigo l’accredito immediato dei miei fondi entro le 23:59 di oggi e la fornitura immediata dei seguenti dati di tracciamento/transazione: numero di pratica, ID transazione, data/ora dell’operazione e nome dell’operatore che sta seguendo il caso.

In mancanza di riscontro concreto e prova dell’avvenuto accredito entro il termine sopra indicato, procederò IMMEDIATAMENTE con tutte le azioni necessarie per tutelare i miei diritti, inclusi ma non limitati a:

• apertura formale di contestazione presso il vostro servizio reclami;

• richiesta di chargeback alla mia banca;

• segnalazione ad eventuali organismi di tutela del consumatore;

• ricorso a vie legali per il recupero delle somme e dei danni morali;

• pubblicazione pubblica e diffusa della vicenda su social e forum di settore.

Questa situazione è surreale e inaccettabile: voglio una soluzione definitiva ora. Non accetto scuse né ritardi ulteriore. Attendo conferma scritta e prova dell’operazione entro poche ore.

Dear GianmarcoMalgieri96,

We can confirm you the 2 Withdrawals were successfully processed on 25/09.

Please keep in mind that withdrawals take around 3 business days to be completed. 

However, please note that bank transfers may take several business days to reflect in your account, depending on your bank’s processing time.

Your recent withdrawal request has been forwarded to the relevant department, which will process the payment at the earliest possible opportunity.

The same procedure will be followed for your subsequent withdrawal requests.

Please accept our sincere apologies for any inconvenience caused.

Due to a high volume of transactions, we may experience delays in processing withdrawals.

Our team is working diligently to process all transactions quickly.

We appreciate your patience and understanding.

Kind Regards,

SG Casino Team

Dear SG Casino,

Thank you for your response and for providing the requested information.

We would like to kindly remind you to adhere to the withdrawal limits as outlined in your Terms and Conditions. Ensuring that these limits are consistently followed is important for maintaining transparency and fairness for all parties involved.

We would also appreciate it if you could notify us once the next payments have been processed, so we can keep the player informed accordingly.

Your cooperation in this matter is greatly appreciated.

We look forward to your response.

I put another 1000 in withdrawal, I hope I don't have to wait 2 weeks like last time, and that you are quick

ho messo altri 1000 in preleivo, spero di non attendere 2 settimane come l'ultima volta,e che siate veloci

Dear GianmarcoMalgieri96,

I hope this message finds you well.

We are pleased to inform you that your withdrawal of 500 EUR has been successfully completed on 29/9.

Moreover, we would like to assure you that we will notify you promptly once there is an update regarding the other pending withdrawals.

Kind Regards,

SG Casino Team

CAN YOU PROCEED WITH THE OTHER PENDING WITHDRAWALS? It seems absurd to me that you're moving so slowly. I've been waiting for all the withdrawals since July, about four months.

YOU HAVE TO MOVE

POTETE EVADERE GLI ALTRI PRELEIVI IN SOSPESO? MI SEMBRA ASSURDO CHE STATE ANDANDO COSI LENTI.. STO ATTENDENDO DA LUGLIO TUTTI I PRELIEVI, CIRCA 4 MESI....

DOVETE MUOVERVIIII

Why haven't you processed the three pending withdrawals together after all this time? One shot instead of one at a time seems absurd to me.

perche dopo tutto questo tempo i 3 prelievi in sospeso non li avete elaborati insieme? one shoot anzicche uno alla volta, mi sembra assurda come cosa

Dear SG Casino,

Thank you for your response and for the information you have provided.

I would appreciate it if you could kindly clarify why the withdrawal limits outlined in your Terms and Conditions are not being followed. According to your stated policy, payouts should be processed at a rate of €500 every 24 hours. However, this does not appear to have been the case so far.

I look forward to your clarification on this matter.

Dear GianmarcoMalgieri96,

Thank you for your message.

Kindly be informed that the withdrawals were cancelled by you on the 3rd business day ( weekends are excluded). We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

We would also like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.Therefore, according to the aforementioned article, there is no refund available for your account.

Best regards,

SG Casino Team

Dear GianmarcoMalgieri96,

Thank you for reaching out and sharing the details of your recent experience. We are truly sorry to hear about the distress and financial loss you’ve suffered, and we fully understand how frustrating this situation must be for you.

We recognize that you have been experiencing prolonged delays in the withdrawal process, which, as you described, affected your ability to manage your balance and ultimately resulted in the loss of your funds. We deeply regret that your attempt to withdraw was not processed in a timely manner and that this contributed to a situation where you felt compelled to continue wagering your balance.

That said, we would like to clarify an important aspect of such cases. If the funds in question were lost through gameplay, and there is no remaining balance in your casino account, unfortunately, it is not possible to claim or recover any amount, as these funds are no longer available to be withdrawn.

However, to ensure transparency and fairness, we have reached out to the casino to confirm the current status of your account, including whether any funds remain. Once we receive this confirmation, we will be able to provide you with a clear and definitive answer.

We understand the seriousness of the concerns you’ve raised and the emotional and financial impact this situation has had on you. Please rest assured that we are treating this matter with the utmost care and urgency, and we will continue to mediate on your behalf to ensure all relevant facts are reviewed fairly.

Thank you for your patience while we await a response from the casino.

Dear Stefan,

Please be informed that the player's account has no active balance.

Best regards,

SG Casino Team

Dear GianmarcoMalgieri96,

I am truly sorry to hear about the loss of your funds. After a thorough review, I must inform you that there is no disputed amount associated with this case. As a result, I am obligated to close the complaint with a status of rejection. Regrettably, based on the circumstances, you are not eligible for a refund.

I genuinely wish I could offer a more favorable outcome in this matter.

Kind regards,

Stefan

Casino.Guru