The player from Germany faced severe delays in withdrawing his €1,300 winnings after multiple requests for verification documents. Although he had provided the necessary identification and appealed for an address update, the casino continued to reject his proof of address without clear communication, leading him to feel that the process was being intentionally prolonged. After intervention from the Complaints Team, the casino successfully verified his account and informed him that no further documents were required. The player confirmed receipt of his winnings, and the complaint was marked as resolved.
SG Casino - Player's winnings are being delayed due to verification issues.
Amount: €1,000
SG Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Dear CasinoGuru Service Team,
Unfortunately, I have to ask for your valuable support.
First, let me mention that I've checked this casino, like all the ones I deposit at, beforehand. If a casino has unresolved complaints with you or AskGamblers, I won't deposit there. This one had quite a few complaints, but all of them were resolved, which I found professional.
On April 11, I deposited a little more than the minimum amount (about €22) via crypto and was lucky enough to land a 4,000x multiplier bonus on a slot. After meeting the wagering requirements later that day, my account balance was €1,300, and I requested two €500 withdrawals (€500 is the casino limit per withdrawal).
For the first few days, nothing happened, and when I checked my account about a week later, I saw exclamation marks next to the verification. I always find it dubious when a casino requests these documents without informing the customer via email. Moreover, both at the time of my withdrawal request and two days later, the status there was always that no verification was necessary. It would be nice if, like in many other casinos, you could only request a withdrawal after completing the KYC. Here, I once again had the feeling that the casino was delaying me, but of course, I immediately uploaded the documents as requested.
Unfortunately, the casino then played the unfortunately usual games, e.g. not all 4 corners of my monitor were visible in the selfie or something like that, but when I simply uploaded about 10 selfies the documents were accepted.
Unfortunately, my address confirmation was rejected, even though a landline telephone bill is accepted according to their own terms and conditions and industry standard.
The casino then took advantage of a peculiarity in my case, and to this day they've used it as an excuse not to pay me my winnings. I gave my home address when I registered, but since I've lived here with my partner for 10 years, all my electricity bills, etc., go through you. I then explained to the casino that my bank statement still showed the address in the neighboring town because that's where my parents, who are over 90, live, and because I've lived there my whole life. Furthermore, since the bank only accepts customers from this district (the towns border each other, but Town A is in a different district), and it doesn't matter which address I give there anyway (the mail goes to my parents, after all), I never changed it.
I then made a withdrawal on 22.04 (!!) as described in the casino’s FAQ I wrote a request to change my address and uploaded the bank statement with the address in the neighboring town.
Unfortunately, the email address mentioned in the FAQ has been set to autoreply, which means that no requests to this address will be processed.
I then asked again in the chat for the money to be forwarded, and I received multiple confirmations (over the past 10 days) that it would be forwarded. Needless to say, about two days after my email requesting an address update, the bank statement was rejected, stating that I should upload one with the address I had provided to the casino. My previously stated explanations, etc., were therefore deliberately ignored.
There is absolutely no reason for the casino to reject this proof of address and it doesn't matter which of the two addresses is stored because both belong to me and the identity has already been established via selfie and ID and confirmed by the casino.
But now I've been able to provide valid documents for both addresses, but I still haven't received any payment.
I think it's a shame when a casino looks for such excuses and simply ignores its customers' emails. I'm fully aware that a customer like me, who registers for the first time and wins such a large sum, isn't a casino's favorite, but it's part of fair play to reward the player's luck when the worst comes to the worst.
There was no response to my last email either. I followed the prescribed procedure in the casino's terms and conditions and sent an email to complaints@ before opening a complaint with AskGamblers.
Unfortunately, the casino hasn't continued to cooperate with complaints here and in one other, and there hasn't been a response. As Romi stated in her forum, you can still file a complaint with you. While I have little hope, perhaps you can convince the casino of "fair play." Unfortunately, with AskG, the issue is simply closed without being resolved, whereas with yours, you certainly have the option of trying to contact the casino "through other means."
Dear complaints team, I am enclosing the communication and similar documents and therefore request your mediation.
Thank you very much
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Casino Analyst & Complaint Specialist
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1 month ago
Dear pf1962,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Allow me to ask you a few questions to better understand the situation:
- Do I understand correctly that now you try to change your address to the one where your parents live and verify it?
- Please specify to what email address you sent your request to update your address in your casino profile? Have you tried other means of communication?
- Did the casino acknowledge your request to update the address?
- What was the reason given by the casino for rejecting your last proof of address?
- Could you please confirm the date you submitted your last documents for the address verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Natalia
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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1 month ago
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Dear Natalia,
Please excuse the late response.
Yes, I followed the steps outlined in the casino's terms and conditions and by support and requested an address change. As mentioned, I previously uploaded a landline bill confirming the address I provided during registration, but this was rejected without explanation. Since I don't have a utility bill because everything is in my partner's name, I requested the change and uploaded a bank statement with the address of my parents' house.
As mentioned, according to the casino's own terms and conditions and industry standards, a landline bill is accepted everywhere as proof of address, and I wasn't given a reason for the rejection. Furthermore, the German provider, Telecom, is a reputable and well-known provider. However, I accepted this and asked for the address to be changed, along with uploading my bank statement. As mentioned, I have now uploaded the bank statement for both the address I provided during registration and the desired new address, but it didn't help. However, my KYC account no longer requires proof of address, which is why I assume the casino has now tacitly accepted this.
Instead of paying out my winnings, according to my last email, the casino now wants a statement from me for my crypto wallet. I don't know how you see it, but users like me use crypto because it's anonymous and leaves no trace. Unfortunately, in Germany, only certain state-run providers are legal, and two years ago I had major problems with my bank, which is why I only deposit anonymously with providers with foreign licenses. As you probably know, the forums are full of such reports, and I also experienced a colleague in my circle of friends receiving mail from the public prosecutor's office in December because he was playing at such a casino. For this reason, I only use crypto here and have informed the casino of this, including that I don't have my own wallet, but use an anonymous provider without registration. I have also provided the link to the provider. However, this is the first casino in all these years that has requested a statement from my wallet, even though I understandably don't have one. I've never had any problems here, and no casino I've used wanted to see any kind of proof of crypto, which is pointless anyway because as a provider, you have no risk of a chargeback. Especially with an amount of around €22.
Of course, the casino only came forward with this after I had uploaded everything regarding the address and my complaint on AskGamblers was "closed" without being resolved. It's unacceptable that, contrary to all industry standards, they demand something the customer clearly doesn't have and then refuse to pay out the winnings for this reason. Especially when I otherwise completed all verification steps and my identity was proven with ID, bank statement, selfie, and receipts.
Interestingly, the casino requires a "transaction overview in TRX for two months," even though I selected Litecoin as my payment method with the third-party provider. The casino can verify for itself using the link to the provider I provided ( https://changelly.com/de/buy/ltc ), which shows that you can send crypto anonymously without registration and without the need for a wallet. The casino is also aware (if necessary, I'm happy to provide links to relevant forum reports) that users from Germany may encounter problems when making traceable deposits.
- I have read the terms and conditions stated by the casino I used the same address. As mentioned, I received an auto-reply saying they weren't accepting any requests, and when I wrote to support@, they promised to forward my request for an address update. I'm attaching the emails here, as they got lost in my initial post.
- As mentioned, no reason was given for the rejection of the phone bill. I'll try to attach this email as an example.
- The last upload of my bank statement was about 2 weeks ago, unfortunately I don't see any date on the uploaded documents.
I hope this has helped clarify things. Unfortunately, the casino sometimes responded in German. I uploaded the screenshots with German emails to Google Translate, but the translated screenshots have slightly lower image quality.
Pierre
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1 month ago
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Casino Analyst & Complaint Specialist
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1 month ago
Dear pf1962, thank you for your reply. Have you provided the casino with any proof to confirm your payment method (Changelly), such as transaction hashes to confirm your deposits to the casino or screenshots of your deposits?
If you have any more relevant communication between you and the casino, could you please forward it to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.
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1 month ago
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Dear Natalia,
I sent them the link to the provider as shown here, and they insisted on "TRX statements" as stated. They completely ignored the fact that I don't have a wallet and the provider is anonymous. Anyone can test it with three clicks; you can send crypto there without providing any data.
If there had been something wrong with the payment, the casino software would not have credited it.
I would find it questionable if a casino could seriously accept anonymous (crypto) payments and then, if a customer wins, after everything else has been provided, suddenly request some kind of receipt that doesn't exist. Incidentally, I've made over 100 deposits via this third-party provider and have never had any problems, including at other casinos in this group. And of course, they never requested such a "receipt" for withdrawals either.
And again, it makes no sense to demand these receipts because there's no risk of default. It would really shock me if this allowed users to reject their complaints without logical justification, even though I can provide logical reasons, and everyone knows why crypto is used for anonymity.
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Casino Analyst & Complaint Specialist
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1 month ago
Thank you very much, pf1962, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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Complaint Specialist
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1 month ago
Hello pf1962,
I am Michal, and I have taken over your complaint. I have thoroughly reviewed your case, and I understand that you did not anticipate any issues regarding your deposit at the casino. I also recognize your preference for anonymity. However, I must emphasize that Know Your Customer (KYC) and/or Anti-Money Laundering (AML) procedures are standard practices in the industry that are activated when a withdrawal request exceeds a certain limit. During these processes, the casino team is authorized to request various documents in a specific format. While it may be true that you have not faced this situation in other casinos, SG Casino, like any other legitimate and licensed casino, cannot take KYC and AML lightly. Please send me all the documents you have submitted to the casino team for KYC at [email protected] for an independent review. I will reach out to the casino to gain further insight into this matter and explore how I can assist you.
We would like to invite SG Casino to participate in this discussion.
Dear SG Casino,
Could you please clarify why the player's documents were deemed insufficient or some were rejected without explanation to complete the KYC process? Additionally, based on the screenshots provided by the player, it appears they made a deposit using LTC, which raises questions about the request for "TRX statements" lacking its basis. If there are any underlying factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected].
Your cooperation in this matter would be appreciated.
I look forward to your response.
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Casino representative
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3 weeks ago
Dear pf1962,
We understand that you are unable to provide the transaction details and wallet ownership proof at this time.
However, we kindly ask you to send us a payment receipt, either from the crypto provider or from your bank account, in case you used your card to purchase the coins.
This will help us move forward with your case.
Thank you for your cooperation and understanding.
Best regards,
SGcasino.com
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3 weeks ago
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Good evening,
First of all, thank you very much for your response!
Unfortunately, I can only repeat myself. As you know, especially in Germany, the problems I mentioned have repeatedly arisen, with bank accounts being blocked or even police summonses in connection with payments to casinos without a German license.
I would like to refer you to relevant forums, e.g.
https://www.gamblejoe.com/forum/online-casinos/allgemeines/bankkonto-wegen-online-casinos-gesperrt-49007/
https://www.gamblejoe.com/news/what-to-do-when-police-investigate-illegal-gambling/
After receiving a call from my bank in mid-2024 telling me that these payments were problematic, I switched to this provider.
If a casino offers payment with cryptocurrencies, I assume they naturally value the anonymity of payments and therefore offer this option. As mentioned, I've never had any problems in 100 cases and about 10 withdrawals, and I even asked GambleJoe if they knew of any cases where a casino requested such documentation. They said no, and according to their statement, even KYC isn't required for crypto transactions in the majority of casinos.
So why should one use crypto payments, given the special situation in Germany, and then make them traceable? This is precisely why I don't use a wallet or payment method that allows for traceability. I can and could tell you the transaction hash of the payment because I make a note of it in case the payment isn't credited. As you know, only the sender and recipient, or if someone knows the payment address, can know this hash.
I've attached screenshots showing how the payment process works with Changelly. Whenever possible (it doesn't always work, but it usually does, especially for amounts under €50), I use Moonpay, where you enter an anonymous code, for example, from Paysafecard. As you know, you can buy these anonymously at gas stations, supermarkets, etc.
Unfortunately, you can no longer use the paysafe option directly in casinos (or rather, I can't); you are always required to have a customer account with Paysafe.
I can't do anything differently in the future except save the transaction number, otherwise it's easy to trace and German players can only hope that the legal situation becomes clear.
I politely ask you again to consider this situation and the purpose of crypto payments. I have submitted all the documents for KYC, including selfies. There is no doubt that my deposit was received, and I hope that these declarations and proofs will be appreciated by you, just as all other providers do. Furthermore, my inquiries with GambleJoe revealed that no one at the other casinos belonging to their group that offer FunID as a payment method has ever asked for such a "receipt."
And I would provide it to you immediately, but I have now given you several understandable reasons why it does not exist and everyone knows that crypto is used to pay more anonymously, so it makes no sense to demand this unless you are deliberately looking for ways to avoid paying out winnings.
Finally, I ask you again to appreciate my comments accordingly and to adhere to the industry's own standards instead of demanding the impossible.
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Casino representative
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3 weeks ago
Dear pf1962,
Thank you for taking the time to share your concerns in such detail.
We are pleased to inform you that your account has been successfully verified, and no further documents are required at this time.
We sincerely appreciate your patience throughout the process and thank you once again for your cooperation.
Best Regards,
SGcasino Team
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Complaint Specialist
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3 weeks ago
Dear SGcasino Team,
Thank you for the positive update. I'm glad the situation could be clarified. I trust the player's withdrawal will now be processed in the standard way.
Dear pf1962,
As per the casino team's response, your account has been successfully verified. Please let me know once you receive your winnings.
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3 weeks ago
Translation
Hello Michael,
Of course, I will inform you immediately upon receipt and also have my colleagues at AskG mark the unresolved complaint as resolved.
Thank you so far for your service and to the casino representative for your understanding!
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2 weeks ago
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Dear CasinoGuru Team,
I am happy to confirm receipt of the payment.
I thank you very much for providing this platform here and thank the casino representative for his cooperation.
As promised, I will also inform AskGamblers that the case is closed, so that the unresolved complaint there will receive closed status.
Kind regards
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Complaint Specialist
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2 weeks ago
Dear pf1962,
Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, pf1962, 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 Rate Casino Guru. 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,
Michal
Casino Guru
