SG Casino - Игрок считает, что вывод его средств задерживается.

Good afternoon, on January 30th I topped up 20 euros to take advantage of a 100% bonus and free spins. With a wager of 40 times . I was playing and started playing games from the supplier OCTOPLAY, I won a jackpot in JACKPOT HUNT of 3900 euros , but I still had to complete the 100% wager , , I played until I met the requirements and the free spins I did not activate them to be able to withdraw the money . I spoke to support and they told me that I could make the withdrawal but that I could only withdraw 500 euros a day, and that the amount would only be processed after 3 days. Today is February 8th and I have already sent several emails and spoken to support several times and the answer they always give me is to be patient that the process is delayed. It seems that I have been scammed and that SG CASINO is giving suppliers a bad name by taking the money that customers earn. It looks like fraud. I would like to be able to reach the suppliers to warn them but I don't know how to do it. I would like your help to report this situation to the right people so that people don't get scammed.

Boa tarde , no passado dia 30 de janeiro fiz um carregamento de 20 euros para aproveitar um bônus de 100% e rodadas grátis . Com um wager de 40 vezes . Estava a jogar e comecei a jogar jogos do fornecedor OCTOPLAY, ganhei um jackpot no JACKPOT HUNT de 3900 euros , mas ainda teria que completar o wager dos 100% , , joguei até cumprir os requisitos e as rodadas grátis não as ativei para conseguir levantar o dinheiro . Falei com o suporte e disseram me que podia fazer o levantamento mas que só poderia levantar 500 euros por dia , e que só ao fim de 3 dias é que o valor seria processado . Hoje é dia 8 de fevereiro e já enviei vários emails e falei várias vezes com o suporte e a resposta que me dão sempre é para eu ter paciência que o processo está atrasado. Parece que fui enganada e que o SG CASINO está a dar mau nome aos fornecedores ficando com o dinheiro que os clientes ganham . Parece que é fraude . Gostaria de conseguir chegar aos fornecedores para os avisar mas não sei como faze-lo . Gostaria de ter a vossa ajuda para que está situação seja reportada a quem de direito para que as pessoas não sejam enganadas .

Dear marleneborges647,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear marleneborges647,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good afternoon, I hope you're well too. I had three withdrawals pending, each for 500 euros. One of them was paid this afternoon, another is under analysis and the last one was canceled. I spoke to support and they told me there was a technical error and asked me to make the request again. At the moment, 500 euros have been paid and another 3000 euros have yet to be paid. I will place new orders and continue to wait for the remaining payments to be made.

Thank you for your attention and availability ☺️

Boa tarde, espero que se encontre bem também. Eu tinha 3 levantamentos pendentes, cada um de 500 euros . Um deles foi pago esta tarde , outro está em análise e o último foi cancelado. Falei com o suporte e disseram me que houve um erro tecnico e pediram para fazer novamente o pedido . Neste momento foram pagos 500 euros , ainda faltam ser pagos mais 3000 euros . Farei novos pedidos e continuarei a aguardar que sejam efetuados os restantes pagamentos.

Obrigada pela atenção e disponibilidade ☺️

I believe they canceled my order to delay payment, now that I've had to place a new order I'll supposedly have to wait another 3 (supposed) working days for a new payment!!! And that's 3000 euros hanging over my head because not only do they take a long time to start paying, they don't work weekends and to top it off they cancel orders on the pretext of "technical errors".

Unacceptable really !!!!

Acredito que tenham cancelado o meu pedido para atrasar o pagamento, agora que tive que fazer novo pedido supostamente terei que esperar mais 3 ( supostos ) dias úteis para um novo pagamento!!! E com isto estão 3000 euros pendurados porque para além de demorarem a começar a pagar , não trabalham aos fins de semana e para ajudar ainda cancelam pedidos com pretexto de serem " erros técnicos"

Inadmissível de facto !!!!

THEY STILL HAVEN'T PAID ME MY WINNINGS AND IT'S BEEN ALMOST A MONTH. I STARTED MAKING WITHDRAWALS ON JANUARY 30TH AND TODAY IT'S ALREADY THE 19TH !!!

AINDA NÃO ME PAGARAM OS MEUS GANHOS E JA PASSOU QUASE UM MÊS. COMECEI A FAZER LEVANTAMENTOS A DIA 30 DE JANEIRO E HOJE JA É DIA 19 !!!

Thank you marleneborges647 for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear marleneborges647,

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 Bet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Good morning, this all started when I made my first top-up on January 30, 2025, that same day I made a profit and started making withdrawal requests! It took about 15 days before I started paying anything and even then the payments haven't been made in full. According to the support team, we can have up to 3 pending withdrawals, but we can only process each withdrawal request every 24 hours and they will only be processed 3 days after the request (which has also exceeded these 3 days). The daily request limit is 500 euros. At the moment they've made a few payments, but every time they make a new payment they cancel another of the withdrawal requests made, which means I have to make a new request and everything starts again! In other words, it delays the process again.

I think it's on purpose because it keeps happening!

Support always says it was a technical error and asks me to make a new withdrawal request.

For example, on February 17th I made another withdrawal request, another on the 18th and another on the 19th. The payment for February 17 was only made yesterday, February 22, and then they canceled the request for February 18, and I had to make the request again !!!!.

They do this all the time to delay orders and to this day I still haven't received the full amount. I think it's unacceptable that I've been waiting almost a month for them to pay me in full!!! If they can't take care of players' payments, they'd do well to think about closing down the app. I just want to receive my money in full and for the situation to be resolved once and for all!!!

Bom dia , tudo isto começou quando fiz o meu primeiro carregamento no dia 30 de janeiro 2025, nesse mesmo dia tive um ganho e comecei a efetuar os pedidos de levantamento! Demoraram cerca de 15 dias até começar a pagar alguma coisa e mesmo assim ainda não foram feitos os pagamentos na totalidade. Segundo as informações do suporte podemos ter até 3 levantamentos pendentes, sendo que só podemos proceder a cada pedido de levantamento de 24 em 24 horas e estes só serão processados 3 dias após o pedido ( o que também tem excedido esses 3 dias ). O limite dos pedidos diários são de 500 euros. Neste momento já fizeram alguns pagamentos mas sempre que fazem um pagamento novo cancelam outro dos pedidos de levantamento feitos , ou seja , tenho que voltar a fazer um novo pedido e começa a contar tudo de novo ! Ou seja , atrasa novamente o processo .

Acredito que propositadamente porque é recorrente !!

No suporte dizem sempre que foi um erro técnico e pedem para fazer um novo pedido de levantamento.

Por exemplo, no passado dia 17 de fevereiro fiz mais um pedido de levantamento ,fiz outro dia 18 e outro dia 19. O pagamento de dia 17 só foi feito ontem dia 22 de fevereiro e a seguir cancelaram o pedido de dia 18 , tive que fazer novamente o pedido !!!!

Fazem isto constantemente para atrasar os pedidos e até hoje ainda não recebi o valor na totalidade. Acho inadmissível estar quase 1 mês à espera que me paguem a totalidade do valor ganho !!! Se não têm capacidade de atender aos pagamentos dos jogadores seria bom de pensar em fechar a aplicação. Só quero receber o meu dinheiro na totalidade e que a situação se resolva de uma vez por todas !!!

Another day has passed and another order has been canceled by the casino !!! And we're back to square one !!! One cancellation yesterday and another today !!!

Mais um dia se passou e mais um pedido cancelado pela parte do casino !!! E voltamos à estaca 0 !!! Um cancelamento o tem e outro hoje !!!

Four days after I made the withdrawal request again, it was canceled! In other words, on the day they were supposed to pay, they canceled again. Once again to delay payment!

And that's it all the time!

I still haven't received the full amount!!!

Passados 4 dias de ter feito novamente o pedido de levantamento,mais uma vez foi cancelado ! Ou seja , no dia em que deveriam pagar cancelam novamente. Mais uma vez para atrasar o pagamento!

E é isto constantemente!!!

Continuo sem receber o valor na totalidade!!!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear marleneborges647,

I will now try to contact the casino outside this thread and let you know any updates.

Thank you for your patience.

Respectfully,

Romi

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawals have been successfully processed.

We apologize for any inconvenience caused by the delay.

Best regards,

SGCasino team

True, they paid me the last "installment" a few days ago. After more than a month of waiting! It was a very unpleasant situation that I don't intend to repeat. Many cancellations of my withdrawal requests made by the casino itself in order to delay the process, and with each cancellation I had to start the whole process all over again, that is, it only started counting on the second day of the request made, supposedly it took three working days for them to make the payment, but they didn't. And they put it on the weekends, and they didn't pay me. And then they put in the weekends and canceled again. Anyway... Many apologies from the casino every day, it's been like this since January 30th! I only received the first payment when I started complaining in the right and public places after more than 15 days. Anyway, I wouldn't recommend it to anyone because the lack of transparency is agonizing. Apologies don't solve what I've been through.

Verdade , pagaram me a última " prestação" à poucos dias . Ao fim de mais de um mês à espera !! Foi uma situação muito desagradável que não tenciono repetir. Muitos cancelamentos dos meus pedidos de levantamento feitos pelo próprio casino a fim de atrasar o processo, e a cada cancelamento tinha que começar o processo todo novamente , ou seja , só começava a contar ao segundo dia do pedido feito , supostamente demorava três dias úteis para fazerem o pagamentoas não faziam . E metiam se os fins de semana , e voltavam a cancelar . Enfim ... Muitas desculpas pela parte do casino diariamente , Foi assim desde dia 30 de janeiro! Só recebi o primeiro pagamento quando comecei a reclamar nos sítios certos e públicos ao fim de mais de 15 dias . Enfim , não recomendo a ninguém porque é agoniante a falta de transparência. As desculpas não resolvem o que eu passei .

Greetings all.

Thank you, marleneborges647, 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/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, 

Romi

Casino.Guru