Scrooge Casino - Player's withdrawal is blocked due to lost cards.

Hello I'm having an issue redeeming with Scrooge casino. I was asked for photos of all debit cards that have been used for transactions with their casino. Problem is that I lost my wallet and the debit cards I had used so I could not send them pictures. I did however provide one of the debit cards that was used I also provided online statements for the cards I had lost showing the date and transaction amount as well as the last four digits of debit card used on their casino. Scrooge casino has since blocked my account until I verify all debit cards. They did inform me that they could proceed if the banks sent a letter indicating that I was the owner of those cards but had lost them. I did reach out but they are prepaid debit cards (cash app) and was told that that was not possible since all transactions of cards could be found on statement. 

Is there something that can be done to help me redeem my $1000 winnings and if not can Scrooge casino at least refund all money that has been spent with my debit cards? 

    Thank you for your help in this matter

Dear SoCal1503,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your cards seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

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

Best regards,

Kristina

Hello and thank you for your help. Yes the verification of 3 of my lost debit cards is the reason why I cannot redeem my winnings per Scrooge Casino. I have provided everything else that has been asked from me. I could not send them screenshots of three debit cards that I've used to make purchases on their casino because I lost my wallet. I did however send them screenshots of my bank statements showing the last four digits of the lost debit cards , the dates and the transaction amount purchased on their casino.

Please let me know if you need anymore information or would like me to send you all of the paperwork I've already sent to Scrooge Casino. Thank you again for your help in this matter

Thank you very much for your reply, SoCal1503. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina I went ahead and forwarded all the email corresponding to me trying to redeem my winnings from Scrooge Casino. Please let me know if there's anything else I can do. Thank u

Thank you very much, SoCal1503, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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 SoCal1503, I've just reviewed your case, and I’m sorry that you’re facing this challenge with verification of your cards. I will reach out to the casino and see what can be done to help you once they reply. In the meantime, can you please specify what bank/payment provider you use?

Dear Scrooge Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received a bank statement from the player and the deposits are reflected there. Do you have any instructions on how to proceed with the verification of payment methods in case plastic cards are lost or stolen?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

We do random audits on every player to enforce AML laws site wide. We request very simple documentation and usually have it within a few hours from most players. In your case you didn't provide any documentation at all as far as what we actually requested and this is the last email we received from you over two months ago. Unfortunately at this point we consider this case closed as well beyond 30 days has lapsed since the initial documentation request.

[hidden by Casino.Guru team]

Feb 4, 2025, 4:29 AM

to me, Omar

Hello and thank you for reaching out to me as well. I am in the process of getting the documents you have requested so you can move forward with my redemption request. 

I will reach out to your staff once that is done. Thank you,

Thank you for your reply, Scrooge Casino.

Dear SoCal1503, can you please clarify if you have sent any documentation to the casino to verify your cards? Based on the response from the casino representative, you haven't provided anything at all.

Hello Natalia. The last email that scrooge casino received from me was regarding a letter from the bank that they needed stating that I was the owner of the debit cards in question but had lost them. Unfortunately since they're prepaid cards (cash app) I was told that was not possible since all of my debit card transactions could be found on my bank statement.

Prior to my last email I had already emailed scrooge casino various paperwork of all that was being asked of me. I even sent them the bank statement showing the transaction with their casino of the last four digits of the debit cards I had lost. I also provided one of the debit cards which I had not lost that was also used for purchases on their casino. I will be sending you all of the corresponding email that I've sent to scrooge casino.

Thank you for ur help in this matter



As u can see i did send scrooge casino all of the paperwork that I could. I don't know why they are saying that I haven't sent them anything of which they have requested. I bank with Cash App, Bmo and Sofi. Please reach out to me if u need anything else thank you for your help, it is greatly appreciated. BTW I had lost all hope of trying to retrieve my winnings but a friend of mine told me about your website and said that u help players in these type of situations. Again ty for all your help

Dear SoCal1503, Could you please confirm whether you sent the documents to the casino's email or uploaded them to your casino account directly before it was blocked? Additionally, I would appreciate it if you could forward me the documentation you shared with the casino. Unfortunately, I noticed that the screenshots you posted do not include attachments in your emails.

Please send all relevant materials to my email at natalia.b@casino.guru. Your cooperation is greatly appreciated.

Dear SoCal1503, thank you for your email. Would you mind sharing the original unedited bank statement instead of the screenshot? Unfortunately, it is not possible to check anything from the screenshot because it doesn't include information about your cards. I'm asking this solely for our internal check, no documentation you share will be disclosed. Thank you for your understanding.

Hello Natalia I sent the bank statements you asked for of November 2024 and December 2024 to your email as well as other email correspondence between Scrroge casino and myself. Thank you

Hello and good morning Natalia. Just checking to see if u received the bank statements I sent to your email.. let me know if u need anymore documentation. Thank you

Dear SoCal1503, my apologies for the delayed response. Thank you for sending the bank statements. I’ve reviewed them and noticed that the information aligns with the screenshot from your CashApp account, which shows your deposits to the casino. However, the screenshots of the individual payments, including the last digits of the prepaid cards, do not include any of your personal information or bank account number. Additionally, the bank statements lack details about the card numbers used for each transaction.

So the problem is that not a single document contains the complete information required for verification by the casino. As an alternative, would you be able to create a screen recording? In the recording, please log into your wallet, click on the specific transactions for your casino deposits, and display the cards used. It would also be necessary to show that the wallet belongs to you by including your personal details.

I hope the casino will agree to review such a recording and accept it as an alternative way to resolve this issue, given that you don’t have all the physical cards used for the deposits.

Dear SoCal1503,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Natalia my apologies but I was out of town visiting family. Yes I do not have a problem sending a screen recording showing the transactions with the casino. I will be following this message with a screen recording. Thank you very much

Dear SoCal1503, thank you for the email. I have checked the video, you showed three transactions: for cards ending with 3367, 9496, and 9259.

From your communication with the casino, I can see that they requested to verify the card ending with 3444, too. Can you provide the casino with such a recording on which all the requested card numbers will be visible?

Dear Scrooge Casino, we'd like to ask you to take into consideration the screen recording from the player, in which the player shows his CashApp transactions. Since the player used prepaid debit cards, no physical evidence can be presented; however, the CashApp application contains all the transactions with the last 4 digits of each card used, and the information in the app corresponds with the player's deposits.

This case is considered closed. We will not reopen it.

Hi Natalia so I guess this means I will never get my winnings paid? Can they do that?

Dear SoCal1503, I'm afraid there is not much that can be achieved without cooperation from the casino's side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia

Hello everyone! We’ve reopened this complaint at the request of Scrooge Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The following message was received from the casino representative:

Natalia it has been over 4 months since this user tried to redeem. Instead of working with us on getting us the information we requested, he reaches out to you? Clause 9.1 "If any required verification check cannot be completed satisfactorily within 30 days of the initial request for documents: SCROOGE LLC may, at its discretion, close or restrict your Customer Accoun"." These are directly written in our terms of service. We are closing in on 120 days. Sadly even Casino Guru is like where is the requested documentation and thus far we can guarantee he has not sent proof he sent it to us because he didn't. THAT is why the case is closed not because of any wrongdoing on our part. We ask that Casino Guru also close this case and mark it RESOLVED.

Dear Scrooge Casino, I understand that you acted in accordance with your terms and conditions. However, at Casino.Guru, we value a personal approach to each case. Based on the communication the player shared with us, it was evident that he was facing a non-standard situation regarding payment verification, as he was using prepaid cards for deposits. Additionally, some of these cards were lost.

You requested photos of the physical cards, but this was not feasible since the cards in question were virtual. The lost cards could not be provided either. From the communication I reviewed, it appears that no alternative solutions were offered to address these issues. I believe this may be why the player later contacted us.

The player provided some documentation, but it was insufficient to form a complete picture, as each piece of supporting evidence was missing certain details. Consequently, I requested the player to create a screen recording navigating through his banking app, showing his personal details and all deposits made to Scrooge LLC, with each transaction opened to reveal the used cards (the last four digits accessible in the app). This footage was then correlated with the account statement generated during the recording.

We requested that you analyze this evidence. Unfortunately, you declined to do so, which prevented us from considering this matter resolved from our perspective.

Natalia, again i want to thank you for yournhelp in trying to het this issue resolved. Scrooge casino i ask to take into consideration my situation and agree to review the evidence presented. I've always enjoyed playing on ur site and would like to continue doing so.

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.

Send us the evidence. Our outcome was he didn't provide sufficient evidence which is the same conclusion you came too. Info@scrooge.casino.

Hello Natalia, I sent Scrooge casino via email the screen recordings of my cash app account for debit cards ending in 3367, 9496, and 9259. I also sent the screenshot for the debit card ending in 3444. Thank u very much Natalia nd thank you Scrooge casino for reopening this case.

This was the original request. Verifying one card was never the issue. Verifying all the cards was. If you don't have the cards any longer you should have been able to at MINIMUM supply a statement to show ownership of the card and the SCROOGE transactions especially now 5 months later. We have received the video for verification of the CashApp card now please send in the REST of the documents requested.

Omar,

In order to complete the review on your rejected redemption, please provide the following documents:          All documents must be dated within the last 30 days.                         

 

Proof of registered payment cards used on the site to make purchases as follows:

 

- A front and a *signed* back of a card with the number(s)

3444

3367

9496

9259

You should cover the 3-digit security code on the back and the middle digits of the card number for security reasons. The first six and last four digits, as well as all other information on the card, must be visible.

 

- A recently downloaded PDF CC statement showing your legal name, account number, address, and deposits made using the above card(s). PDF

- An FDIC insured bank statement showing transactions. PDF

- Any utility bill/ any bill with your name and address on it. PDF

 

In the event the deposits are too recent to be on the recent statement, please also provide a screenshot of the account showing the transaction to Scrooge along with a recent bank statement.

 

 Keep in mind that when providing documents: 

•   The information on the document should match the one registered on the account. •   The document should show all four edges and be fully open. •   All details must be clearly visible unless otherwise instructed. •   The file(s) should be in actual photo or PDF format and not bigger than 5MB. We do not accept scanned copies of documents. •   We are also accepting screenshots of your proof of address.

This was your immediate response.

Hello card ending in

9259 was lost. 

9496 was a digital replacement until my 

3367 card arrived.

Card 3444 I just recently lost as well. Waiting on replacement card to arrive 

I will be including all transactions for the cards that were used at Scrooge casino.

Please let me know should I need anymore documentation 

This was our final response to you in which after we heard nothing back until this Casino Guru complaint happened.

Thank you for reaching out regarding your account and withdrawal request. We understand your concerns and appreciate your patience as we work to ensure a secure and compliant gaming environment.

Upon reviewing your case, we note that our team previously requested specific documents, including verification for the debit cards used for transactions on your Scrooge Casino account. As of today, we have not received all the necessary documentation required to proceed with your withdrawal.

We acknowledge that you have provided details for your most recent card and bank transactions. However, for security and compliance reasons, we require verification of all payment methods used, including the lost debit cards. If you are unable to provide copies of these cards, we kindly request an official bank statement or a letter from your financial institution confirming their loss and associated transactions.

Once we receive the requested documentation, we will promptly review your submission and proceed with your withdrawal process accordingly. In the meantime, we encourage you to reach out to our support team if you require further clarification.

Thank you for your cooperation. We look forward to resolving this matter as quickly as possible.

Dear SoCal1503, could you please specify if you managed to get any specific CC statements from your bank or banking app support to confirm the transactions made from your missing cards? If they cannot provide you with any confirmations requested by the casino, can you please share your communication with them to confirm that it is not possible to obtain some sort of information that the casino requested?

Have you provided your utility bill in PDF to confirm your address?

Hello Natalia. I sent Scrooge casino wat I thought was all the documents needed along with the screen recordings for the lost debit cards. They haven't replied but then again, I've sent documents in various emails and which also confused me. Im re-sending) all documentation again which include 2 screen recordings to verify the the cards that were lost but used on Scrooge casino.

To Scrooge casino, please et let me know if there is anymore documents needed. Ty

Dear Scrooge Casino, please specify if you have received emails from the player dated 06/03/2025. Thank you!

Hello Natalia so i guess Scrooge casino is not going to reply. On 6/2, i e-mailed all documents along with the log in screen recordings for the lost debit cards as they requested but have not heard back. I want to thank you and Casino Guru for all your help in trying to get this issue resolved. Unfortunately, we could not get it resolved due to Scrooge Casino lack of cooperation.

We looked through all of the documents and still as of now there is no verification of the other cards. We have to follow very strict AML rules. If you can't verify the cards the least that should have been done is sending in statements connected to the cards to verify ownership. That has not been done in what you sent once again in any capacity. We not consider this case closed. WE cannot approve an account that cannot simply verify the cards used were their own.

Srooge Casino i will send the documents again, and will cc Natalia and myself

Scrooge casino Please advise when to send my account and routing information for the deposit of my winnings. Ty

Scrooge casino can u verify tjat you received the required documents to proceed with the withdraw process. Thank you

Natalia i really dont know why scrooge casino responds as if they would release my winnings and all they need is for me to verify the lost debit cards. I have already done everything theyve asked and now again, theyre ignoring my messages. This casino operates as if they carw about they're players when it goes to shoe they dont!! I guess this issue will not be resolved and to scrooge casino....stop waisting my time in asking to send documents which i already have. I hope that all your players find out how awful you guys operate and decide to close the accounts.

Dear SoCal1503, please clarify if I overlooked your response. I will repeat my previous question:

"Could you please specify if you managed to get any specific CC statements from your bank or banking app support to confirm the transactions made from your missing cards? If they cannot provide you with any confirmations requested by the casino, can you please share your communication with them to confirm that it is not possible to obtain some sort of information that the casino requested?"

Do you have any written confirmation from your bank that the requested format of a bank statement cannot be issued? It seems to be the main obstacle so far, as the casino insists on the bank statement that must contain all information in one document.

No they have not provided it. As of now we consider this case closed. We must abide by strict AML regulations and rules and we cannot deter from them.

I sent all of these documents to the casino. As you can see on the statements it shows the date and amount of a transaction with the casino. In a more detailed look of the transactions it shows the date, anount as well as the debit card that was used. I dont know what more than that do they need. Ive sent documents twice already, second timr i cc me so i know they received them

Those are the only statements available. When i spoke with customer service from Cash App i was told that all transactions could and would be found on my bank staements.

Dear SoCal1503, I understand your frustration and sincerely appreciate the efforts you have already made (sending multiple documents, screenshots, and screen recordings to verify ownership of the involved debit cards).

You mentioned earlier that you had communicated with your bank regarding the specific statements. If possible, please clarify with your bank whether an official statement or letter (in written form) confirming the loss and ownership of the prepaid cards can be issued, even if not explicitly requested yet.

Our goal is to reach a fair and amicable solution that respects the casino’s compliance obligations and the player's circumstances.

Dear SoCal1503,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Natalia i did reach out to cash app support and was told that a letter could not be given stating that the lost debit cards did belong to me. The reason is because all information can be found online. I sent any and all information stating that those debit cards did belong to me to Scrooge casino. If scrooge casino intended on paying my winnings they would have done so already. Ive sent several documents, screenshots, video recordings of me logging into my bank accounts and yet here we are months later and nothing. In my opinion they are using the verifying of debit cards as an excuse to not pay me. Honestly im tired of going back and forth. They can keep my winnings, it was never really theyre intention to pay me anyway. They are not the only online casino n i will share my experience to let others know what i went tru.

Hello SoCal1503,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello SoCal1503,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok

Dear player,

Thank you for your message. In order to move forward with your case, we will still need to verify the status of the payment cards you used. Since you mentioned that you lost some of them, could you please provide proof that these cards were deactivated by your bank?

Acceptable forms of proof may include:

• A card cancellation confirmation from your bank
• An account statement showing the card closure note
• A bank letter confirming the cards have been permanently closed
• Alternatively, a written conversation with your bank where this is clearly stated

Given that multiple cards were used in your account, the casino will need to verify this information before taking further steps.

I kindly ask you to provide one of the above documents so we can continue assisting you.

This is the response i received from cash app support

Since cash app support will not issue me a letter this us the only documents i can provide. The three transactions clearly show the date and amount of transaction at scrooge casino, as well as the last 4 numbers of the debit cards that were used. If scrooge casino would check this with their records they would woud see that i am correct.

Dear SoCal1503, we truly appreciate the time and effort you’ve put into providing us with information throughout this process. Unfortunately, without an official communication from your bank regarding the cancellation confirmation of the lost cards from your bank, we are unable to move your case forward. Please understand that full cooperation with verification requests is necessary, and without this confirmation, the casino cannot complete the process. Also, we must point out that the operator was not strictly obliged to provide you with an opportunity to verify your payment cards at all as their terms clearly state that verification must be completed within 30 days, which unfortunately did not happen in your case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia