Complaint #5
SG Casino Sportsbook
Unjustified withdrawal rejection and blocked cashout option after successful wagering
10 months ago
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.
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.
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