SG Casino - Das Spielerkonto wurde ohne Zustimmung wiedereröffnet.

SG Casino reopened my betting account on January 25, 2025, without my request or consent, clearly violating their duty of care and responsibility. The account had previously been permanently closed due to gambling addiction. I demand reimbursement of the losses exceeding €340 since the reopening. This is definitely my last complaint; I have closed all my other betting accounts.

Das SG-Casino hat das Wettkonto ohne meine Aufforderung oder Zustimmung am 25.1. 2025 wiedereröffnet und damit klar gegen Ihre Fürsorge- und Verantwortungspflichten verstoßen. Das Konto war davor wegen Spielsucht dauerhaft geschlossen worden. Ich fordere die Erstattung der Verluste über 340 Euro seit der Wiedereröffnung. Das ist definitiv die letzte Beschwerde, alle anderen Wettkonten habe ich schließen lassen.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with SG Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• Could you please advise on the timeline of your deposits?
• Could you please share your original self-exclusion from SG Casino? You can send emails or chat transcripts to my email at attila.g@casino.guru.

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,

Attila

Dear sagnol80,

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, this is definitely my last complaint, as this betting account with this provider is my last active one. I'm now quitting gambling. I still have access. I'm forwarding all self-exclusion requests, even the last ones, which the casino completely ignored. The account was reactivated without my request. My losses since the unauthorized reactivation amount to €730.

That's definitely it now, I hope I get this amount back as a refund.

Hallo, dies ist meine definitiv letzte Beschwerde da das Wettkonto bei diesem Anbieter das letzte aktive ist. Ich höre jetzt auf mit dem Glücksspiel. Ich habe immer noch Zugriff. Alle Selbstausschluss-Anfragen leite ich weiter, auch die letzten hatte das Casino komplett ignoriert. Die Wiedereröffnung erfolgte ohne meine Aufforderung seitens dem Casino. Die Verluste seit der nicht erlaubten Aktivierung belaufen sich auf 730 Euro.

Das wars jetzt definitiv, ich hoffe dass ich diesen Betrag als Rückerstattung zurückbekomme.

Hello sagnol80,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear sagnol80,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Update

The casino has confirmed the self-exclusion and is currently processing my refund/dispute resolution request.

Perhaps we should just wait a while before Martin becomes active.

Update

Das Casino hat den Selbstausschluss bestätigt und bearbeitet gerade meine Rückerstattungs/Schlichtungsanfrage.

Vielleich warten wir einfach noch bevor der Martin aktiv wird

Hello sagnol80,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the SG Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Have you decided to refund all of the disputed funds to the player? Thank you in advance for providing us with your view of the issue.

The casino is issuing a full refund. I'm waiting for the transfer and will then close the case. Much respect to SG Casino and thanks to Casino Guru for their support.

Das Casino leistet die volle Rückerstattung. Ich warte auf die Überweisung und schließe dann den Fall. Großen Respekt an das SG-Casino und danke für die Unterstützung von Casino Guru

Dear sagnol80,

thank you for clarifying the matter to us, I am happy to hear things seem to be moving in the right direction.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sagnol80,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin