I won a significant amount of money at this casino. They locked my account, claiming that I violated article 4.1 by depositing with a different card, even though I'm authorized to use and co-owner of that account. Furthermore, they quickly refunded my last deposit without any request from me, ignoring all the documentation provided.

The casino doesn't respond to any types of emails, only through the chat, and they do not take responsibility for what the financial service may say...

I beseech your help to reclaim and if not resolved, file a fraud case against them (due to the high amount won.) I am only attaching the total amount won for now, but if necessary, I can provide all the documentation.

Gane bastante dinero en este casino. y ellos me bloquearon la cuenta alegando que me salte el articulo 4.1 al realizar un deposito con otra tarjeta de la cual estoy autorizado a usar y cotitular de dicha cuenta. Ademas rapidamente y sin pedirlo me devolvieron el ultimo deposito haciendo caso omiso a toda la docuemtacion aportada.

El casino no responde a los email de ningun tipo, solo por el chat y ellos no se hacen responsables de lo que diga el servicio financiero....

Les ruego ayuda a reclamar y si no se soluciona a denunciarles por fraude.(debido a la alta suma ganada.) Adjunto solo por ahora la cantidad ganada, sin necesario dispongo de toda la documentación

Dear Rilast21,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. 

Would you be able to prove that you are a legitimate owner of the payment method? Does the other person have an account in the same casino too?

Please forward any supporting evidence along with relevant communication to [email protected].

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Rilast21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent you an email with the response with the documentation

ion necessary in a second email.

Thank you for your time.

Les he mandado un email con la respuesta con la documentaci

ón necesaria en un segundo email.

Gracias por su atención.

Thank you, Rilast21, for your email. I can see that you are authorized on an account owned by your father. May I kindly inquire about the duration for which you have been listed on this account? Additionally, would it be possible for you to provide confirmation from your bank instead of relying on an internet banking screenshot?

How about Petronela?

I have been authorized in said account for more than 4 years, (and I will continue to be authorized) I imagine that I will have no problem asking the bank for justification. Would I need anything else from the bank? I will contact them to process it.

Thank you

Que tal Petronela?

Llevo mas de 4 a?os autorizado en dicha cuenta, ( y seguire autorizado) imagino que no tendré problema en pedir una justificación al banco. Necesitaría algo mas de parte del banco? Me pondré en contacto con ellos para tramitarlo.

Gracias

I send you the bank certificate via email,

Thank you

Le mando via email el certificado del banco,

Gracias

Thank you very much, Rilast21, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Rilast21,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, it is an industry-standard that each player should use a payment method to be held only in their own name, however, joint accounts or cards are quite common and these should be accepted by the casino as well. Please forward the confirmation from your bank that you are authorized to use the disputed account to me at [email protected]

I will contact the casino to see if I can help.

We would like to invite SG Casino to join the conversation.

Dear SG Casino,

Like the player mentioned, they are authorized to use the other account that they use for depositing. I believe the player's winnings should not have been confiscated. Can you please reconsider your decision once the player provides sufficient evidence to us and you?

Hello Michal, how are you?

I have once again attached the certificate from the bank in question to your email.

Thanks for your time.

Hola Michal que tal?

Le he adjuntado de nuevo en su email el certificado del banco en cuestión.

Gracias por su tiempo.

Dear Customer,

Thank you for reaching out to us.

We would like to inform you that we have sent an email to you requesting the bank statement.

Please kindly send us the document in order to reconsider the case.

Thank you for your cooperation in this matter.

Sincerely,

SGCasino

Hello, I have received the email and the next school day the bank will send me all the information they request and I hope this serious problem will end.

I wanted to ask Michal not to close this conversation link until the dispute with them is over, since they (the casino) stopped answering my emails. I thank you in advance Michal, I hope next week the matter can be closed in a positive way for all parties.

Thanks again.

All the best,

Hola, he recibido el email y el próximo día lectivo el banco me enviará toda la información que solicitan y espero que se acabe este serio problema.

Le quería pedir a Michal no cerrar este enlace de conversaciones hasta finalizar la disputa con ellos, ya que ellos (el casino)dejaron de contestarme a los email. Le doy las gracias de antemano Michal, espero la semana que viene se pueda cerrar el asunto siendo positivo para todas las partes.

Gracias nuevamente.

Un saludo,

Dear Rilast21,

Please do not worry, I will leave your complaint open until all the necessary documents have been received by the casino and your issue has been solved.

Dear Rilast21,

I have received the following email from the casino team...

Dear Customer,We want to inform that we have not received the requested document yet. Therefore, we kindly remind you to send them as soon as possible in order to reconsider the case.Please send the document via email at [email protected]Thank you for your understanding!

Best Regards, 

SGCasino

Please make sure to forward all the requested documents to [email protected] and insert my email address [email protected] in the "Cc" of the email as well.

Email sent, I am out of Spain for work, hence my delay, sorry for the delay.

Correo enviado, me encuentro fuera de espa?a por trabajo, por eso mi demora, perdonen por la tardanza.

Dear Rilast21,

I can confirm I have received your email with the requested documents. I have my fingers crossed ?? that the SGCasino team will check and approve them shortly so we can move on with your complaint.

Dear SGCasino team,

Kindly inform us once the player's submitted documents have been verified and indicate when the player will be able to access their funds, either for withdrawal or to continue playing.

Hi how are things?

I inform you that the casino has asked me for new documents regarding my accounts that have already been sent. In theory, all that remains is to activate the account by the casino.

I hope it is resolved amicably, so I can continue using the casino.

With any answer I will tell you, thank you very much Michal!!

Hola que tal?

Le informo de que el casino me ha pedido nuevos documentos sobre mis cuentas que ya han sido enviados. En teoria ya solo quedaria la activacion de la cuenta por parte del casino.

Espero que se resuelva de forma amistosa, para poder seguir usando el casino.

Con cualquier respuesta yo le comento, muchas gracias Michal!!

Hello Michal, the casino has all the documentation that it has requested from me.

I'm a little scared since I can't open the casino page, they tell me that it no longer exists... I'm still waiting for a response from them.

I am afraid that I have sent them personal documentation that could fall into the wrong hands and be used for criminal purposes.

Hola michal, el casino tiene toda la documentacion que me ha requerido.

estoy un poco asustado ya que no puedo abrir la pagina del casino, me comenta que ya no existe… sigo a la espera de la respuesta por parte de ellos.

Me da miedo haberles mandado documentacion personal que pueda caer en malas manos y ser usada con fines delictivos.

Dear Customer,

Thank you for providing the necessary documents.

We are glad to inform you that your account has been successfully verified and the winnings are re-credited back to your account.

We sincerely appreciate your cooperation!

Best Wishes,

SGCasino

Thank you very much for the effective verification, I have sent you an email, since it allows me to play in the casino without problem, but I cannot make any withdrawal, since it tells me that I have to play at least once my deposit is made.

Since you have made the deposit with the winnings, I kindly ask you to resolve the problem, so I can play and withdraw normally.

Thank you for your attention, I await your response.

Muchas gracias por la verificacion efectiva, les he mandado un email, ya que si me deja jugar en el casino sin problema, pero no puedo realizar ningún retiro, ya que me dice que tengo que jugar al menos una vez mi depósito realizado.

ya que el deposito lo han reqlizado ustedes con las ganancias, les pido amablemente resuelvan el problema, para poder jugar y retirar de forma normal.

Gracias por su atencion, espero su respuesta.

Thank you all for your response, I'm glad the player verification was finished successfully.

Dear SGCasino team,

I appreciate you have re-credited the player winnings back to their balance, but the funds should have been credited as real money winnings without any further wagering requirements so the player can request a withdrawal. Can you please arrange that?

Dear Customer,

Please be informed that the amount was re-credited as a cash bonus therefore it requires to wager before withdrawal.

However, in order to resolve the issue we will pay out the amount manually therefore we requested your bank details via email.

We request you to kindly provide us with the bank details as soon as possible. Thank you for your cooperation!

Best Regards,

SGCasino

Hello, I already sent you all the bank details and there are currently withdrawals in process.

I would like these withdrawals to continue to withdraw the entire amount since I cannot. If the withdrawals are consecutive and there are no problems, I will continue in the casino as a customer without hesitation!! Since I really like their gaming system (I hope that after withdrawing the full amount, I will not have problems depositing and withdrawing in the future).

Currently I place my bets without problems, thank you, I hope for your professionalism with all manual withdrawals.

If everything is resolved positively, I will not hesitate to recommend you to friends, both SGCasino and Casinogurues.

Finally, I ask you, Michal, not to close this thread until the scare is completely resolved.

Thanks in advance Michal for everything.

Hola, ya les mande todos los datos bancarios y actualmente hay retiros en proceso.

Me gustaria que dichos retiros continuaran para sacar todo el importe ya que yo no puedo. Si las retiradas son consecutivas y no hay problemas seguire en el casino como cliente sin dudarlo!! Ya que me gusta mucho su sistema de juegos( espero que tras la retirada de la cantidad completa, no tenga problemas en depositar y retirar en un futuro).

Actualmente realizo mis apuestas sin problemas gracias, espero su profesionalidad con todos los retiros manuales.

Si todo se solventa positivamente no dudare en recomendarles a amistades, tanto a SGCasino como ha Casinogurues.

Por ultimo le pido Michal, no cerrar este hilo hasta terminar con el asusto solventado completamente.

Gracias de antemano Michal por todo.

Dear Rilast21,

I expect the withdrawal to be processed without a problem, but I will of course leave this thread open until you confirm that you have successfully received all your winnings. Additionally, I would like to thank SGCasino team for their cooperation.

Dear Rilast21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Michal, I can say that the withdrawals are already being made as Bederian, slow but they arrive.

I wanted to thank you again for all the attention and time dedicated to my case.

Thank you very much for everything really!!!

Hola michal, puedo decir que ya se estan realizando los retiros como bederian, lentos pero llegan.

Queria agradecerle otra vez toda la atencion y el tiempo dedicado a mi caso.

Muchas gracias por todo de verdad!!!

Dear Rilast21,

Thank you for the update. Do I understand correctly that everything is OK now and you are using your account normally as before? Can we consider the complaint resolved, or is there anything else you need assistance with?

Dear Michal,

All the pending withdrawals have been successfully paid from our side.

With this, we assume the case to be closed.

Thank you!

Best Regards,

SGCasino

The complaint has been completely resolved, thank you very much for your time Michal.

I will stay as a SGCasino user if everything continues correctly, thank you!!

La queja ha quedado resuelta por completo, muchas gracias por su tiempo michal.

Me quedare como usuario de SGCasino si todo sigue correctamente, gracias!!

Thank you for the confirmation, SGCasino team.

Dear Rilast21,

I'm glad to hear that you successfully received all your withdrawals.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

www.kpvfaw.com