SG Casino - プレイヤーの撤退が延期され、制限されました。

Hello,

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.

• Have you made any successful withdrawals before?
• Do I understand correctly that you currently don't have any pending withdrawals?
• Could you please confirm that you have passed the KYC verification?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Kristina,

Thank you for your response and willingness to help.

To answer your questions:

No, I haven’t made any successful withdrawals before. This was the first time I attempted to withdraw funds from SGCasino.

Yes, that is correct — currently I do not have any pending withdrawals. After more than two weeks of being told that everything was fine and the payment was being processed, my withdrawal request was suddenly rejected and the withdrawal option was completely disabled on my account. The system now shows: "Withdrawals have been restricted by the operator."

Regarding KYC verification: Until recently, it was not even possible for me to start the KYC process. Every time I clicked on the verification section in my account, it simply said that no verification was needed at this time. I was repeatedly told by live chat that everything was fine and that my withdrawal had been passed to the finance department.

However, shortly after I submitted my complaint here, the KYC option suddenly became available in my account. I immediately uploaded all required documents.

Unfortunately, the document showing my transaction history was rejected without any explanation, even though it was a PDF file downloaded directly from my online banking platform, filtered according to the casino’s listed criteria.

I contacted live chat again to ask why it was rejected, but they said they cannot reach the relevant department, cannot provide any clarification, and I should simply wait until someone gets back to me — which still hasn’t happened.

So as of now, my account is restricted from making any withdrawals, my documents were rejected without reason, and I feel I am being blocked from accessing my legitimately earned funds.

Thank you again for your help. I appreciate your time and attention.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear z1ggurat,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru