Hello,

I deposited 100 euros at SG Casino and received 100 euros in bonus money. I actually won 10,000 euros and fulfilled the bonus terms and conditions. On Tuesday, April 15, 2025, I made my first withdrawal of 500 euros. Then on April 16, 2025, and April 17, 2025, I made the next 500 euros each. Since I can only make three withdrawals of more than 500 euros, I now have the following problem. My withdrawal is not being processed. As soon as I am in the chat, I am told I need to be patient. There is a delay. The terms and conditions state that a withdrawal takes 3 working days. The 3 days have already passed.

Hallo,

Ich habe beim sg casino 100 Euro eingezahlt und 100 Euro bonusgeld erhalten.habe tats?chlich 10000 Euro gewonnen.und die Bonus Bedingungen durchgespielt.dienstag den 15.4.2025 habe ich die erste Auszahlung von 500 euro get?tigt.am 16.4.2025 und den 17.4.2025 dann jeweils die n?chsten 500 Euro.da ich nur 3 Auszahlung t?tigen kann über 500 Euro.jetzt habe ich folgendes Problem.meine Auszahlung werden nicht bearbeitet.sobald man im chat ist wird gesagt man müsste noch etwas Geduld haben.es gibt eine Verz?gerung.in den AGB steht eine Auszahlung dauert 3 Werktage.die 3 Tage sind schon überschritten.

Dear schrauber,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear schrauber,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, I'm still being told the same thing, that my payout is still delayed.

Guten Tag, es wird mir immer noch das gleiche erz?hlt das sich meine Auszahlung noch verz?gert.

Thank you schrauber for all the information provided so far. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear schrauber,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SG Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello,

The 1500 euros finally arrived after 2.5 weeks. I hope the next payout I made now won't take 2.5 weeks too.

Hallo,

Die 1500 Euro sind nach 2,5 Wochen endlich angekommen.hoffe die n?chste Auszahlung die ich jetzt get?tigt habe dauert jetzt nicht auch 2,5 Wochen.

Dear schrauber,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

www.kpvfaw.com