Scarawins Casino - Player's withdrawal request is delayed.

I won a total of €5000 at this casino, and I have now made a withdrawal request for €1000. They have not approved it yet, and now the website is closed Will I ever get my money??

Dear mikkosiikila,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Scarawins Casino.

I checked the website https://scarawins.com/ and the casino seems accessible.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Since when are you unable to access the website?
• When did you request the withdrawal of your winnings from the casino?

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

Best regards,

Tomas

Yesterday I requested a withdrawal and after that I couldn't access the site.

Now I can access the pages.

My account has been verified but they haven't paid me yet but hopefully they will pay my money.

Update: it's been 2 days since my withdrawal request, but it hasn't been approved. In the chat they only say (it will be approved soon) we can't give an exact time because another department is processing it, I asked for the contact details of that department but I didn't get them.

When I try to ask more about it, they close the chat.

Dear mikkosiikila,

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.

Dear mikkosiikila,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.