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Ladies and Gentlemen

I had my account at SG Casino permanently closed some time ago due to gambling addiction.

Today, however, I managed to have my account reactivated within minutes via email support. This only happened after I agreed to a disclaimer. In my opinion, this is by no means a responsible way to treat vulnerable players.

An account closed due to a reported gambling addiction should not be so easy to reopen – or even possible at all. Many other reputable providers categorically prohibit reopening in such cases, or at least subject it to strict safeguards and waiting periods.

I have already provided you with all the screenshots documenting the entire process from account closure to reopening.

I ask you to review this process and assess whether the provider's behavior is compatible with the requirements for player protection and responsible gambling.

Best regards

Sehr geehrte Damen und Herren,

ich habe bei SG Casino vor einiger Zeit mein Konto aufgrund von Spielsucht dauerhaft schließen lassen.

Heute ist es mir jedoch gelungen, mein Konto innerhalb weniger Minuten über den E-Mail-Support wieder freischalten zu lassen. Dies geschah lediglich nach Bestätigung eines Haftungsausschlusses. Meiner Ansicht nach entspricht dies keinesfalls einem verantwortungsvollen Umgang mit gefährdeten Spielern.

Ein Konto, das aufgrund einer mitgeteilten Spielsucht geschlossen wurde, sollte nicht so einfach – oder überhaupt nicht – wieder eröffnet werden können. Bei vielen anderen seriösen Anbietern ist eine Wiedereröffnung in solchen Fällen grundsätzlich ausgeschlossen oder zumindest an strenge Schutzmaßnahmen und Sperrfristen gebunden.

Ich habe Ihnen bereits sämtliche Screenshots zur Verfügung gestellt, welche den gesamten Ablauf von der Kontoschließung bis zur Wiedereröffnung dokumentieren.

Ich bitte Sie, diesen Vorgang zu prüfen und zu bewerten, ob das Verhalten des Anbieters mit den Anforderungen an Spielerschutz und verantwortungsvolles Glücksspiel vereinbar ist.

Mit freundlichen Grüßen

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Dear Sgcspieler,

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

If your account was originally self-excluded due to a gambling problem, it should generally not have been reopened so easily. To better understand your case, could you please clarify the following?

• Could you please send me proof that your original account closure was requested due to a gambling addiction (for example, your self-exclusion request or the casino’s confirmation)?
• Approximately when did you request the permanent self-exclusion, and when was your account reopened?
• After the account was reopened, did you make any deposits or incur any gambling losses, or are you raising this complaint solely because the casino reactivated your self-excluded account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.