I am submitting a formal complaint about bet ID 5595449636

I have had a lot of problems with SG Casino over the last 1–2 months. They have not given me a valid reason for closing my account, and they are not doing anything to help get it reopened, despite multiple attempts on my side. Emails and live chat have not helped, and nothing seems to move the case forward.

I have around €750 in the account, which they seem unwilling to release, as they are not trying to resolve the issue together with me. I have provided everything they asked for to verify my account: documents, ID, and even a selfie with all of them.
At the beginning, they answered my emails, but they have ignored the last few completely. As you can see in the pictures, I sent in the required documents and then followed up to ask what was going on, but I received no response from their side.

I am starting to get very frustrated with the service I am receiving and am asking for help.

I deposited €75 to SGCasino and received a €75 bonus after meeting the deposit wagering requirements. I also successfully completed all the wagering requirements of the bonus. During this period, my balance grew to €1468, and all funds were converted into real money, as all terms and conditions were fulfilled.

Due to my VIP status, I was informed via live chat that I could request withdrawals in chunks of €500. I submitted my withdrawal request accordingly.

Then the problems started: after a week of no update, I contacted live chat multiple times. Each time I received template responses like the ones I've seen in other complaints — always stating that "everything is fine" and I just need to be patient. They repeatedly reassured me that the withdrawal was being processed and that it had already been forwarded to the finance department.

15 days later, I suddenly received an email saying my withdrawal request had been rejected — and even worse, my withdrawal feature was completely disabled. The system now shows the message: "Withdrawals have been restricted by the operator."

Just one day earlier, I was told that everything was fine and that the money would be sent once my turn came. Then, without any further explanation, I was locked out of making any withdrawals, and now I'm supposedly under some "review process", which, after all this, I cannot trust anymore.

This entire situation makes no sense. More than two weeks passed. I asked several times if there were any issues. The answer was always: no issues, money is on the way, thank you for your patience. They even claimed to have contacted the "appropriate departments" multiple times.

Now, without warning or reason, my ability to withdraw was disabled. I never broke any rules, I fulfilled all requirements, and I believe I am being treated unfairly. I request that SGCasino either completes the payment of my legitimate balance or provides a clear and verifiable reason for their actions.

I made a withdrawal request on the 12th of July 2025. Still haven't gotten it. It's crypto so I expected fast payment as with deposits.

They just say I should wait longer but it's beyond the time they stated in the Terms and conditions.

I get response like this: I understand your concern regarding your withdrawal.

Although there has been a delay, your withdrawal is still being actively processed.

I apologize for the inconvenience and can assure you that the withdrawal will be sent as soon as possible.

The status of your withdrawal will be updated in your balance history once it has been processed.

Your patience up to this point is highly appreciated.

On April 27th, I requested a withdrawal of €390 from SG Casino. I had previously made several withdrawals without any issues, so I had no reason to expect anything different this time.

However, after the 3-day period stated in their own terms and conditions had passed and nothing happened, I contacted their support team. They apologized and told me my withdrawal would be prioritized and processed shortly. I assumed the matter was resolved.

When nothing had changed by Friday, I reached out again over the weekend and also today. Since then, I’ve only received robotic, copy-paste responses and excuses. Today, they even told me—for the second time—that my case was being marked as a priority.

As of today, May 5th, the withdrawal is still not processed, even though it has clearly exceeded the maximum processing time stated in their terms and conditions.