The player from Spain requests assistance regarding his blocked account at Scored Casino, which he requested for responsible gambling reasons. He is struggling to withdraw approximately €6,500 that was pending in his account before the closure and has not received a clear response from customer service after multiple inquiries.
Scored Casino - Player's account is closed, causing withdrawal issues.
Opened
Current status
Waiting for player to reply
6d 21h 41m 51s
Scored Casino
Safety Index 8.4 HighCase summary
Discussion
Public
Public
11 hours ago
Translation
Hello,
I want to file a complaint against Scored Casino.
The problem started last Sunday. At that time, I requested that my account be blocked for responsible gambling reasons, as I was having difficulties with gambling and asked that my access be restricted.
However, after the block I had a balance of €6,500 pending in the account and I am having a lot of difficulty withdrawing it.
I've contacted the casino's customer service several times, and the only response I get is to wait for an email reply. It's been three days now, and I haven't received any solution or clear information about when or how I can withdraw my funds.
My complaint is not about the account being blocked. I understand and accept the decision to block it for responsible gambling reasons. The problem is that I believe the block should not prevent me from withdrawing the money that was already available in my account before the closure.
I am willing to receive payment via any withdrawal method the casino deems appropriate. My only request is to be able to withdraw the approximately €6,500 remaining in the account.
I am requesting Casino Guru's help to mediate with the casino and obtain a solution or a clear answer regarding the status of my funds.
Thank you for your help.
Automatic translation:
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2 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 hours ago
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 forward me the account closure request that you sent to the casino, along with the casino's response and all the subsequent communication at veronika.f@casino.guru?
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- When exactly did you submit the withdrawal request for your winnings of €6,500?
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
