Scarawins Casino - A retirada do jogador foi adiada devido a uma reclamação de violação de conta.

Hello, I have been a customer of Scarawins for 10 months, previously under the name Scarabet. I have had a few withdrawals that were processed successfully, albeit with a lot of delay. I have not played there for almost 3 months, but have now requested a withdrawal of my remaining balance of 213 euros on 02.03.25.

Today I received a message saying that I had allegedly violated the terms and conditions. I have never used a VPN there and there was no reason to do so. I have also not claimed a bonus. Now they are looking for flimsy reasons not to pay me my money.

I hope I can get help here.

Hallo, ich bin seit 10 Monaten Kunde bei Scarawins, vorher unter dem Namen Scarabet. Ich hatte einige Auszahlungen gehabt, die erfolgreich bearbeitet wurden, wenn auch mit viel Verzögerung. Seit knapp 3 Monaten habe ich dort nicht mehr gespielt, aber jetzt mein noch bestehendes Guthaben von 213 Euro am 02.03.25 als Auszahlung beantragt.

Heute bekam ich eine Nachricht, dass ich angeblich die AGB verletzt hätte. Ich habe nie ein VPN dort benutzt, dafür gab es auch überhaupt keinen Grund. Ich habe auch keinen Bonus in Anspruch genommen. Man sucht jetzt fadenscheinige Gründe, um mir mein Geld nicht auszuzahlen.

Ich hoffe mir kann hier geholfen werden.

Dear AK1982888,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you provided any verification documents to the casino recently?

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,

Tomas

Hello, my account is fully verified. I had to send several documents for my first withdrawal, and the same after my second withdrawal, and after I hadn't played there for the last three months and now wanted to withdraw everything, I got this message. I never played with a bonus. I played normal slots and sports bets there. Everything was completely normal. Even without a VPN. I don't understand why I should use a VPN. This casino is looking for flimsy reasons just to keep my money.

Hallo, mein Konto ist vollständig verifiziert. Ich habe bereits bei meiner ersten Auszahlung mehrere Dokumente senden müssen, nach meiner zweiten Auszahlung ebenfalls, und nachdem ich die letzten drei Monate dort nicht mehr spielte und jetzt alles auszahlen lassen wollte, kam dann diese Nachricht. Ich habe nie mit einem Bonus gespielt. Ich habe dort normale Slots und Sportwetten getätigt. Alles ganz normal. Auch ohne VPN. Ich verstehe auch nicht, wofür ich ein VPN benutzen sollte. Dieses Casino sucht fadenscheinige Gründe, nur um mein Geld einzubehalten.

Thank you very much, AK1982888, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear AK1982888,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Scarawins Casino representative to join this conversation.

Dear Scarawins Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka