SG Casino Sportsbook Complaints
SG Casino Sportsbook Complaint Stats
Dear Sir or Madam,
As requested by my VIP Manager, Ms Ewa, I am submitting a formal complaint about bet ID 5595449636.
The bet (31/10/2026, 12:58, stake PLN 5,000.00 free bet credited by Ms Ewa, odds 8.015) won: Chelsea 2:0 Manchester United and Hull 2:2 Ipswich. The bet slip shows WON with a payout of PLN 35,075.00, yet it was settled at PLN 0.00 at 17:56:53 (transaction ID 526576498). I never cancelled this bet or agreed to forfeit the bonus.
Our WhatsApp correspondence confirms the following:
- 12:57: Ms Ewa wrote she would add an extra PLN 2,500 free bet after this bet was played.
- 12:58: she confirmed the PLN 5,000 free bet and asked me to inform her once the bet was settled, so she knew it was open.
- 13:55: she credited the extra PLN 2,500 while this bet was still unsettled, with no warning that it would affect my active bet.
If your rules do not allow a new bonus while a bonus bet is open, the system should have blocked it or your VIP Manager should have warned me. I cannot be penalised for an action taken by your own staff without notice or consent.
I request that you:
1. Credit PLN 35,075.00 to my real-money balance by 7 November 2026.
2. Otherwise, provide the exact terms and conditions clause applied and a timestamped log of the forfeiture.
3. After settlement, process my withdrawal and close my account.
If this is not resolved within that timeframe, I will escalate the matter to your licensing authority. Screenshots of the bet slip, settlement and WhatsApp correspondence are attached.
Kind regards,
Resolved
I created an account in February.
I made a deposit several times, my account was verified, I gambled on various sports, and I also played casino games.
20 days ago, I scheduled a payment to my bank account, in the rules it is written that you should wait 3 working days, but that's not a problem either, because 20 days have passed.
Every time I contacted customer support either via live chat or email, they said that everything is ok and that it will be resolved soon.
Unresolved
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.
Unresolved
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.
Unresolved
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.
Unresolved
This is the worst experience I've ever had.
This book does not pay.
They lie right to your face. That's insane.
I made a withdraw of 500 Euro in the past. For this withdraw it takes more than 3 months.
Now I want to withdraw the rest of my money 83!!!! Euro. Nothing. Small money.
Waiting 2 months - nothing happened.
Each time in the chat I ask when they will proceed. And they start to lie:
"sick people in finance department"
"technical problems"
"will pay soon"
"we are checking your account"
After 2 months, they canceled payment without any reason.
I should make a new withdraw. I do... and surprise: nothing happened
I don't care about this money. It's just the fact that I want to warn others from this Bookie.
Unresolved
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.
Unresolved