SG Casino - Das Spielerkonto wurde geschlossen, die Auszahlung verzögert sich.

I am filing this complaint against SG Casino in relation to an unresolved withdrawal request and the refusal to certify my balance following a unilateral account closure.

1. Account closure and security verification:

After my account access was restricted, I contacted chat support to request a refund. The support agent asked me a series of security questions (personal information, date of birth, phone number, address, and recent transactions). I answered all the questions correctly, and the agent herself confirmed that my identity had been successfully verified.

2. Confirmation of manual withdrawal and refusal to report the balance:

During the same conversation, the agent informed me that the finance department had already initiated the manual withdrawal process to return my funds. However, when I requested the exact amount of my balance, they systematically refused, citing "security reasons," which is absurd given that I had verified my identity just a minute earlier in the same session.

3. Current state:

To date, I have not received email confirmation regarding the completion of the manual withdrawal, nor has the money been deposited into my bank account. Support has simply given me evasive answers, referring me to an email address that offers no solutions.

Requested solution:

I request that SG Casino immediately confirm the exact balance amount that was in my account at the time of closure and proceed to execute the full transfer of my funds to my bank account.

Presento esta reclamación contra SG Casino en relación con una solicitud de retiro no resuelta y la negativa a certificar mi saldo tras un cierre unilateral de cuenta.

1. Cierre de cuenta y verificación de seguridad:

Tras quedar restringido el acceso a mi cuenta, me puse en contacto con el soporte por chat para solicitar la devolución de mis fondos. El agente de soporte me sometió a un proceso de preguntas de seguridad (datos personales, fecha de nacimiento, teléfono, dirección y transacciones recientes). Respondí correctamente a todas las preguntas y la propia agente confirmó expresamente que mi identidad había sido verificada con éxito.

2. Confirmación de retiro manual y negativa a informar del saldo:

Durante la misma conversación, el agente me indicó que el departamento de finanzas ya había iniciado el proceso de retiro manual para devolverme los fondos. Sin embargo, al solicitar que se me informara de la cifra exacta de mi saldo, se negaron sistemáticamente alegando "motivos de seguridad", lo cual resulta absurdo tras haber validado mi identidad un minuto antes en la misma sesión.

3. Estado actual:

A día de hoy no he recibido la confirmación por correo electrónico sobre la finalización de dicho retiro manual, ni se ha ingresado el dinero en mi cuenta bancaria. El soporte se limita a dar evasivas remitiéndome a un correo electrónico que no ofrece respuestas.

Solución solicitada:

Solicito que SG Casino confirme de inmediato el importe exacto del saldo que figuraba en mi cuenta en el momento del cierre y proceda a ejecutar la transferencia completa de mis fondos a mi cuenta bancaria.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SG Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas