The player from Germany had requested a total withdrawal of €1000 two weeks ago, but the funds had not been paid out yet due to ongoing delays. The casino stated that verification was not required for the withdrawals. The issue was resolved, and the player received the funds. The complaint was marked as 'resolved' in the system.
SG Casino - Player’s withdrawal is delayed.
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
6 months ago
Public
Public
6 months ago
Translation
Hello,
On December 5, 2024, at 6:49 PM, I requested a withdrawal of €500. This has still not been paid out. The chat always says there is a delay...
The next day, on December 6, 2024, I requested a withdrawal of another €500. So, a total of €1000.
According to the casino, verification is not required.
Automatic translation:
Public
Complaint Specialist
Public
6 months ago
Dear zirco1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SG Casino.
I adjusted your complaint's disputed amount to include the amount for both payouts.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
6 months ago
Translation
Hello,
-Have you made successful withdrawals from the casino in the past?
No, I played in the casino for the first time.
-Have you accumulated your winnings with the help of a bonus?
No, no bonus.
Best regards
zirco1988
Automatic translation:
Public
Complaint Specialist
Public
6 months ago
Thank you very much, zirco1988, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([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.
Public
Community & Complaints Administrator
Public
6 months ago
Dear zirco1988,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the SG Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear SG Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Public
Community & Complaints Administrator
Public
6 months ago
Thank you, zirco1988, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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,
Romi
www.kpvfaw.com
