SG Casino - 플레이어의 출금이 지연되고 계정 한도가 낮아졌습니다.

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.