Scarawins Casino - Player's account is closed and winnings are confiscated.

Subject: Unjustified account closure and confiscation of winnings (€100.36)

Description:

Dear Casino Guru Team,

I am filing a complaint against ScaraWins Casino regarding the cancellation of my winnings (€100.36) and the closure of my account.

On April 22nd, I received a 50 Free Spins registration bonus. After fulfilling the wagering requirements, I requested a withdrawal of €100.36.

Crucially, on April 23rd at 12:15 PM, I received an official email from the casino stating: "The verification process of your account has been successfully completed." My KYC was fully approved.

Shortly after, I received an email stating that my withdrawal was canceled and my account closed due to an alleged violation of terms 12.10 (accusing me of using a VPN or manipulating documents).

I strongly deny these allegations. I used a standard Google Chrome browser without any VPN or proxy software. Since the casino already verified my account and documents as authentic on April 23rd, their sudden claim of "fraud" or "manipulation" at the moment of withdrawal is contradictory and unjustified.

The casino has provided no evidence for these claims. I am requesting the payout of my legitimate winnings.

Thank you for your help.

Best regards,

Andreas

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify how many no-deposit bonuses for newly registered users you have played with? The screenshots you included with your complaint show two different bonuses: 50 free spins for Gates of Olympus and 50 free spins for Wilds of Fortune.
• Which documents did you submit to the casino for verification?

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

Best regards

Veronika