The player from Germany had a verified account at Scarabet but had not received a withdrawal of 95 euros that was initiated on August 13, 2024. Despite reassurances from customer support that the money was safe, no progress had been made. After additional communication, the player confirmed receipt of the funds, and the issue was marked as resolved in the system. The Complaints Team had facilitated this resolution by monitoring the situation and allowing time for the casino to process the withdrawal.
Scarabet Casino - Player's withdrawal is delayed.
Amount: €95
Scarabet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello, my account at Scarabet is already verified. I received an email to confirm this, and my profile also shows that my account is verified. I have a total of 195 euros in this account. I initiated a withdrawal of 95 euros on August 13, 2024. Since then, nothing has happened. In the chat, I am always reassured that my money is safe and that I will receive it, but nothing actually happens. I hope I can get some assistance here.
Automatic translation:
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2 months ago
Dear AK1982888,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 months ago
Translation
Hello, it is not normal that my withdrawal has still not been processed when I made the withdrawal request on 08/13/24. My account is already verified. It has been 6 days now and nothing has happened.
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2 months ago
I fully understand your frustration, AK1982888. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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2 months ago
Translation
To this day I still have not received my money.
Automatic translation:
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2 months ago
Dear AK1982888,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
