The Australian player had been puzzled by an 'unfulfilled wager' that blocked his withdrawal. Despite numerous deposits and bets that had been made without any promotions or bonuses attached, his withdrawal of $460 AUD had remained blocked due to an unexplained wagering requirement. He had tried to resolve the issue multiple times through online and email support, but was still waiting for a response. The Complaints Team had reached out to the casino for clarification and discovered that the player still had a remaining wager requirement. However, the player had insisted that no wagering requirement should have been applied to his deposits and requested that the complaint be marked as unresolved. The complaint was then closed as per the player's request.
Scarlett Casino - Player faces undetermined wagering requirement blocking withdrawal.
Amount: A$500
Scarlett Casino
Safety Index:Below averageOther
REJECTED
Case summary
On Friday, May 10, I made three separate deposits of $26, $26 and $40 AUD.
None of these deposits had any promotion or bonuses attached to them.
I have no active bonuses/promotions on my account.
Throughout the course of the evening I managed to get my balance up to $1200 and after several hours of gaming, I attempted to withdraw $460 but for some reason my withdrawal balance was blocked by "unfulfilled wager" but instead of a dollar figure, it provides a percentage. It was at 86.58% completed.
I queried this with the online support at the time and their advice was it was linked to a Welcome 3 promotion but "bonus is insufficient" and if I made another deposit of $20, I could achieve wagering requirements by turning over that deposit (chat lo .
I did as instructed and the fulfilled wagering percentage REDUCED to less than 81%.
I raised this concern with online support but was told to email support.
I have emailed support but am yet to receive a response.
In the meantime I attempted to achieve wagering requirements and played small bets on slots, turning over about $300 but getting my balance to $510.
Wagering percentage is now 81.85%.
By my maths, if $300 achieves 1% of wagering, I have $30,000 of unfulfilled wagering for some reason.
To put that in perspective, it's like receiving a $500 bonus with a 60x playthrough. None of this has ever happened.
I again contacted online support who again suggested I have an active promotion on my account. I don't.
The final advice was to contact support via email.
Still awaiting a response.
Dear AusPlayer15,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that when you open your player's profile, click on Casino Promotions and open Active Bonuses, you see no active bonuses there? Could you please send me the screenshot of your active bonuses page?
When you made deposits to the casino, did you make sure to decline all the offered bonuses, or did you accept the bonus for your 3rd deposit?
When was the last time you tried reaching customer support via email?
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
There were no active bonuses on my account. I had a balance of $0 when I made my deposits each time.
Even if I did have an active promotion on my account, I fully depleted the funds in my account prior to the next deposit.
There were no bonus funds applied to my account when I made a deposit.
I’ve got an email transcript from the casino but I can’t post it here as it contains my full name etc.
I’ve also received a response from
email support claiming I have a 40x wager requirement on my account.
I didn’t have an active promotion on my account nor any funds in my account when I made the deposits.
I didn’t opt in to the offers.
Thank you very much, AusPlayer15, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,
Thank you AusPlayer15 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Scarlett Casino for their help in resolving this complaint. We would like to know why the player has wagering requirements to fulfill if they haven't taken any bonuses.
Thank you!
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 AusPlayer15, I was in contact with a casino affiliate and learned the following: In total you have left 1865 AUD to complete the wager as you are standing at 81,85 % wager completed. You should remember that the casino has a limit of 2 € per bet on the wager amount %. So if you for example play 100 € on a bet they don't calculate the 100 € against your wager. Let me know if you require any further assistance!
My complaint was there shouldn’t have been a playthrough or turnover applied to my deposits in the first place.
You don’t seem to understand this concept either.
I was confident they wouldn’t acknowledge the fact the 40x turnover requirement was incorrectly applied on my deposits.
I’m no longer using this Casino. Please mark this as unresolved and close it as I don’t want to hear anything further on it.
