Complaint #37 SG Casino

Account reopened after self exclusion

By Riko92

1 year ago

Hello, I'm 38 years old, a father, and a sports betting and casino addict since 2010. I'm struggling to quit gambling. I'm surrounded by doctors, including psychologists.

My story with SG Casino is as follows. I opened an account with SG Casino in 2023. I lost a lot of money, so I decided to stop losing money. I am indeed a compulsive gambler, and I'm a losing gambler.

So I told SG Casino to permanently close my player account to protect me, and permanently, due to my sports betting and casino addiction. They did close the account, but in 2025, following a computer error and an update, they reopened my player account. I found out because I was receiving promotional emails. I lost €1,000. I asked them for a refund, and for over two months now, they haven't responded, or they've simply responded, "Your account has been closed again." I'm demanding a refund of the deposits made in 2025, which they should never have received if they had blocked my access to this account, which, I remind you, was permanently closed in 2023. Thank you for your help. I trust SG Casino to resolve this dispute.

Disputed Casino SG Casino

Reason Self-exclusion

Amount €1000

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Riko92

1 year ago

Hello, I would like to inform you that I have received the funds. Many thanks to Sg Casino and AskGamblers. Sincerely,

SG Casino

• Representative

1 year ago

Dear Riko92,

Thank you providing us with payment details.

Rest assure that your refund will be processed, and you will receive your payment as soon as possible.

Thank you for your cooperation.

Kind regards,
SGCasino Team

Riko92

1 year ago

Hello Sg Casino, Thank you. I have responded to your email and sent you the information you requested. I look forward to hearing from you. Sincerely,

SG Casino Complaint Stats

Resolved 27 / 27

Avg. Amount $1,135

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

SG Casino Complaints

See all complaints for this casino

Payment delayed Refusal to answer me

i currently am a level 3 vip. I have the maximum 3 pending withdrawals at $1200 each totaling $3600. I have a balance of $9600 not including withdrawals that I would also like to withdraw. These withdrawals date back to May 22. I have been told that the withdrawal will be processed within 3 business days and it is passed that time frame. which is stated in the terms and conditions I had agreed to.

2 weeks ago I was called by a vip rep who said my withdrawals would be expedited and would be 1-2 days. It’s been 4 since. I have reached out to him via WhatsApp where he told me it’s expedited and will be processed in hours. I have since been ghosted by him for over a week without a response. I am not thrilled with 3 day withdrawals but would accept it as it’s in terms and conditions but this has been past that threshold. I am asking for help withdrawing my funds in a timely matter. I believe longer than 3 days is unacceptable.

please help support me to withdraw my remaining balance as I am uncomfortable withdrawing and dealing with sg casino on my own.

78h left

$13,200

Refusing to pay

Hey hey,

This casino is refusing to pay my withdrawals.

I have been waiting for over 10 days for three small 500€ withdrawals.

Customer service won't give real responses.

I have not used any offers and played the casino and sports.

I would like to get in contact with the casino to find out why my withdrawals are not being paid.

Can you help?

Resolved

€1,500

Withdrawal not processed 17 days later

Dear team,
It has been almost 3 weeks that I submitted a withdrawal from sg casino, and I have not heard anything from them, my withdrawal is still pending.
Their terms and conditions mentions that withdrawal are processed under 3 days, however now its 3 weeks. 3 weeks is a lot for a casino.
Whenever contacted their chat support, keep saying to just wait and that everything looks normal
The disputed amount is 1562 $

88h left

$1,562

27 days delay for a crypto withdrawal with constant provider issue excuses

I made a withdrawal request for 500 EUR on the SG Casino website on March 17th. Today is April 13th at the time of writing this complaint. This means that 27 days have passed since I submitted my request for the payout, and they simply do not want to pay out the money. During this period, I exchanged 13 messages with them via email, and I will quote some parts of their responses for you:

March 25th: 'We understand your frustration regarding the wait; your money is absolutely safe, our team is currently resolving an issue with the payment provider.'

March 28th: 'Our Commitment to You: Active Monitoring, Precision Over Speed, Direct Notification.'

April 3rd: 'Your request is a top priority for us right now, and we are personally keeping a very close watch on it to make sure everything is finalized as quickly as possible.'

April 3rd: 'We have informed our related finance department about your payout. Please be assured that it will be completed as soon as possible. It will not take long.'

April 8th: 'Unfortunately, delays may occasionally occur due to payment providers, even though this is never our intention. Please be assured that the necessary action regarding the transaction will be taken as soon as possible. Thank you for your understanding.'

These are some of the responses I received from them during the mentioned period.

When I asked them for the name of their payment provider and requested them to 'Provide the TXID as proof that the funds have been sent to the provider or processed on the blockchain' (bearing in mind that the payout was requested via crypto). I also wrote to them at that time: 'If you cannot provide a TXID, it is clear that the funds have not left your system. Therefore, I request that you process my withdrawal manually, bypassing the faulty provider. My funds are held by SG Casino, not by a third party, and you are ultimately responsible for the payout.'

I did not receive any answer to my questions, only the same generic responses as in previous messages, thereby making it clear that the alleged problem with the provider is just an excuse not to pay me, violating user rights as well as their own terms and conditions.

The entire communication is saved in my messages in more detail and I can provide it if necessary.

I would like to ask AskGamblers to help me against the unfair behavior of the casino towards me so that I can withdraw my money.

Resolved

€500

Will not process withdrawals

9+ days now and casino will not process withdrawals.
Have contacted live support and email support countless times and keep getting the same copy and paste answers.
Always says " don't worry, nothing wrong just out casino has a slight delay due to excessive withdrawal request" which is undoubtedly a lie.
I have been told numerous times my withdrawal has been forwarded as a high priority and still nothing.

Resolved

$3,000

Pending withdrawals since September 3rd 1370 EUR

Subject: Complaint Regarding Pending Withdrawals Since September 3, 2025

Dear Sir/Madam,

I am writing to express my dissatisfaction regarding my pending withdrawals on your platform, SG Casino.

I submitted three withdrawal requests on the following dates:

• September 3, 2025

• September 4, 2025

• September 5, 2025

As of today, none of these transactions have been processed or credited to my bank account. The total amount still pending is €1,370.

This situation is unacceptable, especially since the usual processing times have been significantly exceeded. I therefore request that you process my withdrawals without further delay or, at the very least, provide me with a clear explanation for this blockage.

If I do not receive a response within a reasonable timeframe, I will have no choice but to escalate this matter to the relevant online gaming regulatory authority.

Sincerely,

Resolved

€1,370

Delayed Withdrawal SGCasino 500 August 27 2025

Hello,

I am filing an official complaint regarding SGCasino, which holds a valid gaming license issued by your authority.

I submitted the following withdrawal requests from my verified account on August 27, 2025.

According to SGCasino’s Terms and Conditions, withdrawals must be processed within 3 business days from the day following the request (excluding weekends and public holidays). This timeframe has been exceeded for all my requests, yet none of them have been approved or processed.

I contacted their support team multiple times via live chat and email to request a clear processing date. Their replies were repetitive and failed to provide any concrete updates; in some cases, my questions were simply ignored.

I am attaching screenshots of my withdrawal requests, the casino’s Terms and Conditions clearly stating the 3-day processing period, and their email responses.

This is a clear violation of their withdrawal policy and has caused me unnecessary stress and inconvenience. I kindly request that the licensing authority investigates this matter and ensures that my withdrawals are processed immediately.

Thank you for your attention.

Resolved

€500

Complaint Delayed Withdrawal SGCasino

Hello,

I am submitting an official complaint regarding SGCasino (website: https://sgcasino-4430.com ), which holds a valid gambling license issued by your authority.

I have submitted the following withdrawal requests from my verified account:

10 August 2025

11 August 2025

12 August 2025

According to SGCasino's own Terms & Conditions, withdrawals are processed within 3 business days from the day following the request (excluding weekends and public holidays). This timeframe has now been exceeded for all my requests, yet none of them have been approved or processed.

I contacted their support several times via live chat and email, requesting a specific processing date. Their responses were repetitive and failed to provide any real progress, and in some cases, they simply ignored my questions.

I have attached screenshots of my withdrawal requests, casino T&C stating the 3-day processing time, and their email responses.

This is a clear violation of their stated withdrawal policy and is causing unnecessary stress and inconvenience. I request that the licensing authority investigates this matter and ensures my withdrawals are processed immediately.

Thank you for your attention to this matter

Resolved

Kč31,500

Withdrawals delayed since May 3rd 1460 USD

Hello.

I have 3 pending withdrawals of a total of USD 1460 since May 3rd.

I attach the evidence of the withdrawals.

On the other side, I contacted several times to the chat support. But the only message is to tell me to be sorry and tell me that I should wait a little more time.

So, can u help me, AskGamblers, please?

Resolved

$1,460

Casino blocks withdrawal

Dear AskGamblers Support Team,

Unfortunately, I now have to request your valuable assistance for the first time.

Please allow me to begin by mentioning that I always research any casino I deposit at beforehand, and if a casino has unresolved complaints on CasinoGuru or your site, I do not deposit there. This particular casino did have a relatively high number of complaints, but they were all resolved, which I found professional.

On April 11th, I deposited slightly more than the minimum amount (around €22) via crypto and was lucky enough to hit a 4,000x multiplier bonus in a slot game. Later that day, after fulfilling the wagering requirements, my balance was €1,300, and I requested two withdrawals of €500 each (as €500 is the withdrawal limit per transaction at this casino).

For the first few days, nothing happened. When I checked my account about a week later, I saw exclamation marks indicating verification issues. I always find it quite unprofessional when a casino requests documents without informing the customer via email. At the time I made the withdrawal request, and two days later, the status still indicated that no verification was necessary. I would also prefer that, like many other casinos, a withdrawal could not even be requested before completing KYC. This situation again gave me the impression of intentional delays by the casino, but I promptly uploaded the requested documents as instructed.

Unfortunately, the casino then engaged in the usual games, such as rejecting my selfie because not all four corners of the monitor were visible, or for similar reasons. However, after uploading around ten selfies, the documents were finally accepted.

Sadly, my proof of address was rejected, even though, according to the casino's own terms and industry standards, a landline phone bill is acceptable.

The casino then seized on a particular detail in my case, which is still being used as a pretext to withhold my winnings.

During registration, I provided my residential address. However, since I’ve lived with my partner at this address for over 10 years, all utility bills are in her name. I explained to the casino that my bank statement still shows my previous address in a neighboring town, where my parents (both over 90 years old) still live and where I spent most of my life. The bank only accepts clients from that district (even though the two towns are adjacent, they belong to different counties), and since it doesn’t really matter what address is listed there (mail is sent to my parents), I never changed it.

On April 22nd, I followed the instructions in the casino's FAQ and sent a request to update my address to [email protected], attaching the bank statement showing the address in the neighboring town.

Unfortunately, this email address triggered an auto-reply stating that no requests are processed via this address.

I then contacted the live chat and repeatedly asked them to forward my request, which they assured me they would—this has now been ongoing for over 10 days. Unsurprisingly, around 2 days after my email request to update the address, my bank statement was rejected, with the reason being that I should upload a document showing the same address I provided during registration. My previous explanations were clearly and deliberately ignored.

There is absolutely no legitimate reason for the casino to reject my address documents. It makes no difference which of the two addresses is used, as both belong to me, and my identity has already been verified and confirmed via selfie and ID.

I find it very disappointing when a casino searches for such excuses and simply ignores customer emails. I am fully aware that a new customer who wins a large amount is not exactly a casino’s favorite, but fair play dictates that the player's wins must be honored.

I also received no response to my last email, even though I followed the procedure outlined in the casino’s terms and conditions and sent my complaint to the appropriate complaints@ email address before opening this case here.

Dear complaints team, I have attached the relevant communication and other documents, and kindly request your assistance in mediating. Unfortunately, I have little hope—but we shall see.

Many thanks in advance.

Resolved

€1,000