SG Casino - O levantamento dos prémios dos jogadores está atrasado.

I've been waiting 9 days for my 500 € withdrawal. There are still 83.93 € left in my gaming account.

Customer support keeps giving me excuses like staff sickness and other similar nonsense. But if you look at reviews here and on Trustpilot, it seems quite clear that this is a really lousy and common tactic by this casino. Therefore, I'm asking for your help and urgent payout. Thank you very much.

Ich warte seit 9 Tagen auf meine Auszahlung in Höhe von 500 €. weitere 83,93 € sind noch auf dem Spielkonto.

Der Support vertröstet mich mit Ausreden wie: Krankheit von Mitarbeitern und ähnlichem Bla Bla. Wenn man sich die Bewertungen hier und auf Trustpilot aber anschaut... scheint ja wohl klar, das dies eine ganz miese und übliche Masche dieses Casinos zu sein scheint. Ich bitte daher um eure Hilfe und dringende Auszahlung. vielen Dank

Dear walfgott,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

120 requests in chat at 21:30. Seems like the casino has bigger problems

120 Anfragen 21:30 im Chat. Scheint so als hätte das Casino größere Probleme

Dear walfgott,

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.

still haven't received a payout. 🙁 and no response from support.

weiterhin keine Auszahlung erhalten. 🙁 und keine Reaktion vom Support.

Dear walfgott,

Can you please clarify whether your account is already verified and if you have received a withdrawal in the past from the casino?

Additionally, did you accumulate your balance with real money or bonus balance?

Looking forward to hearing from you.

Regards,

Nick

Dear walfgott,

Thank you for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear walfgott, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite SG Casino representative to join this conversation. 

Dear SG Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 reaching out!

Please be informed that the customer's withdrawal has been paid out on the 8th of February.

We hope this helps us resolve the case.

Best regards,

SGCasino team

Thank you for the response, SG Casino. 

walfgott, could you please advise if you have received the payment?

Dear walfgott,

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.

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.