Scarlett Casino - Player's withdrawal has been delayed despite meeting requirements.

This happened on 3rd November. I got welcome bonus and fullfilled the wager requirement 100%. After that the bonus appears to be 0 and money shows in my balance as it should. I then played a while for there seems to be some kind of double wager requirement before I can make a withdrawal. I then hit big and my balance went up over 1000 euros. The second wager reguirement was easily met after some betting. It was also shown as 100%. Balance ar 940euros. Now that both wager requirements have been met I tried to identify myself for withdrawal, but Casino states I have no withdrawable funds. I opened chat and explained the case, but chat person just cycles the answers and refera to bonus terms and conditions. I tell her that conditions are met and she asks me to make a deposit. After I added 20 euros more to 940 euros to total 960, the second bonus reguirement percentage dropped to 74%. Ok. So start betting again and got it also to 100% and at 960 euros. Still cannot verify my identity or make withdrawal. Chat tells me to contact support email. So I did that, but haven't got a single response since then. Almost a month has passed now...

Dear Carlospentzo,

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

Could you please send me the exact link or a screenshot of the welcome bonus you activated and played with? Was it a deposit bonus, or a no-deposit free bonus?

Could you kindly specify what you mean by saying that there was a "double wager requirement" in your bonus?

What types of games did you play while your bonus was active?

Did you activate a new bonus, when you made your deposit of 20€?

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

Hi, It was a welcome bonus. Some free spins. All the wins from spins becomes bonus money with wager requirement. No deposit was required. There was a meter for bonus wagering, which I filled up to 100%. After that the bonus was set to 0 and the money appeared in my balance. When I tried to withdraw it showed another kind of percentage in the balance section. So I played and played until it was at 100% also. After that I contacted the chat. Only thing I cound dig from chat person from after many minutes of chatting, was that I should make a deposit and play that sum three times or "something". (Didn't come to mind to take a screenshot) After deposit of 20 euros, the percentage dropped to somewhere around 70. Did not take any new bonuses or anything. Then I played at least 300 euros worth of spins and the percentage was again full 100. Managed to keep balance at 960.

Games were normal slots and maximum bet was 0,60 euros

Br

Carlos

I have also "propably" forgotten my password to Scarlett casino. The "reset password" button on the website only flashes, and doesn't seem to work. I have tried it on both, my computer and mobile browser. No e-mail to reset my password comes through (not even in junkmail) I have also contacted the technical support e-mail address for this also, but no haven't got a single answer for this matter either.

I have checked the Bonus Terms, and this is what I found:

WELCOME PACKAGE

2.3 For Registration bonuses, extra spins, free spins, and free bonuses which require NO deposit, note that no winnings at all may be withdrawn/transferred until you have transferred at least 20 € or equal in Fiat or crypto currency in to your player account. In addition, no winnings accrued in connection with any Free Bonus may be withdrawn/transferred until the wagering requirements have been met.

2.5 Maximum Bonus win in Free Spins is 100 € or equal when making a withdrawal, after wagering! Special terms may be applied when it comes to Cash Bonus, please see p 2.8. Check with the support for assistans.

Have you received any response from the customer support email regarding your verification, payout of your winnings, or the problem with your password yet? Please forward me the emails you sent to the casino at [email protected].

Hi

I haven't got any response from [email protected]

I sent you screenshots of those emails I have sent to them.

Thank you

Br

Carlos

Thank you very much, Carlospentzo, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Carlospentzo,

I'm Kubo, 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.

Since Scarlett Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

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 Carlospentzo,

I wanted to let you know that the casino representative has responded to my messages externally, and we’re currently discussing your case. It appears there was an unspecified system bug that occurred while you were playing with your bonus.

I’ll do my best to gather as much information as possible and will update you as soon as I have more details.

Thank you for your understanding and patience.

Dear Carlospentzo,

I’m currently in discussions with the casino representative on an external channel regarding this matter. My colleague Veronika previously reached out to you regarding the bonus in question. Could you please confirm the following details:

• When and how did you receive the bonus? Was it automatically assigned after signup, or did you receive it via a promotional email?
• What actions were required to activate or use the spins? For example, did you need to complete your profile or provide any specific information?

Can you confirm if the bonus shown in the attached picture is the one you’ve been playing with?

Thank you for your assistance!

Hi

I made an user account to Scarlett Casino in November 2024". The welcome gift was freespins. I think it's the same campaign as in the caption. I found out about these freespins in a link from casino guru's website.

I think I gave the Casino all basic information like e-mail, phone number, address, country etc. Free spins were active right away when I made an account.

I Didn't confirm any info with my Id-card or bank verification mechanics. And this is because Casino site informed me I could not verify my account if I hadn't made a deposit first. So I made a deposit, but still wasn't able to verify myself, because the Casino still requested a deposit first and requested that I should have withdrawable balance first, If I wanted ti verify my account. This also was somewhat confusing.

Br

Kalle

Dear Carlospentzo,

Thank you for your message. I’d like to let you know that discussions with the casino representative about your case are still in progress. I’m expecting to receive more details next week and will keep you informed as soon as I have any updates.

I appreciate your patience and understanding in the meantime.

Dear Carlospentzo,

I apologize for the delay in addressing your concern. Due to a technical issue, the timer did not advance to the second period as expected. I have been in contact with the casino representative to gather more information about the system bug that occurred.

According to the casino representative, the bonus money you received from free spins should have been unplayable prior to making a deposit. However, I find the casino's explanation insufficient and have reiterated the discussions with them.

I will keep you informed of any developments regarding this matter.

Thank you for your understanding and continued patience.

Dear Carlospentzo,

Unfortunately, I have been waiting for a response from the casino representative regarding your complaint, but they have not provided an explanation within the given timeframe.

At this point, I have no choice but to mark your complaint as "unresolved" in our system. I understand that this is not an ideal outcome, but please note that unresolved complaints contribute to a decrease in the casino’s rating, which may encourage them to reconsider their approach.

If the casino decides to respond, we will reopen the complaint and notify you via email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo