SG Casino - プレイヤーの撤退が遅れています。

Dear jhjhjhjhj11,

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?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

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.

Hi Kristina,

1. Yes I have made multiple successful withdrawals
2. Yes KYC all complete.
3. Without an active bonus.

For more background, I used the casino for many years and was on the VIP list. I told them I wanted to stop gambling last year and asked them to permanently close my account to which they did (after 20+ requests). Then this year they randomly opened my account without asking me. I played a little and then asked them why they did it as I dont want to play. They said they would close my account and send me the active balance of 2330.

That was the beginning of June. After 2 weeks they asked for my bank details which I gave. They acknowledged and said the money would be sent mid June. I haven’t had anything and every time I contact them they say they are really busy.

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. If you saved your self-exclusion request, please forward it as well.

Thank you in advance.

Hi Kristina,

I have just forwarded you over the email communication. I also sent some screenshots from the live chat.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.

Thank you Kristina. Hi Kubo, have you had any success in speaking with SG Casino?

Dear jhjhjhjhj11,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from SG Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear SG Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear jhjhjhjhj11,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you in advance.

Kind Regards,

SG Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jhjhjhjhj11,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo