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

After winning $8,000 on Scrooge Casino, I submitted a redemption request on June 1, 2025.

The next day, I received an email stating that my redemption had been rejected and that further communication would follow. However, no follow-up email ever arrived. When I contacted customer service, they told me my account had been permanently closed for violating their Terms of Service — without specifying which rule was allegedly broken.

I was never warned about any issue, and I have still not received any explanation or evidence. The platform has locked me out of my account, withheld my winnings, and refused to provide further communication.

I strongly advise others to steer clear of this site. Scrooge Casino appears to operate under a sweepstakes model, potentially to avoid standard gambling regulations, and they do not seem to honor legitimate redemption requests that are a significant amount.

Dear Scroogedbyscrooge,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you further, could you please provide more information regarding the following:

• Did you receive any specific reason for the rejection of your redemption request on June 1, 2025?
• Has the casino specified which Terms of Service you allegedly broke?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful redemptions before?
• Have you passed the full KYC 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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello! Thank you for your assistance.

Did you receive any specific reason for the rejection of your redemption request on June 1, 2025?

No. There has been no other contact with Scrooge except the reply to my initial email. All they said was "Your account has been permanently closed for violating our TOS." Not even a name of the person who responded

Has the casino specified which Terms of Service you allegedly broke?

No

What types of games did you play?

Slots

Did you accumulate your winnings with or without a bonus?

Without

Have you made any successful redemptions before?

No

Have you passed the full KYC verification?

Yes

Thank you very much, Scroogedbyscrooge, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) 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.

Hello Scroogedbyscrooge,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Scrooge Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Which are the terms you claim the player has violated? In case there is any confidential evidence you do not want to share in the thread, please send it to martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

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 Scroogedbyscrooge,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Scroogedbyscrooge, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.