Scarlett Casino - Player's withdrawal has been delayed despite meeting requirements.

This happened on 3rd November. I got welcome bonus and fullfilled the wager requirement 100%. After that the bonus appears to be 0 and money shows in my balance as it should. I then played a while for there seems to be some kind of double wager requirement before I can make a withdrawal. I then hit big and my balance went up over 1000 euros. The second wager reguirement was easily met after some betting. It was also shown as 100%. Balance ar 940euros. Now that both wager requirements have been met I tried to identify myself for withdrawal, but Casino states I have no withdrawable funds. I opened chat and explained the case, but chat person just cycles the answers and refera to bonus terms and conditions. I tell her that conditions are met and she asks me to make a deposit. After I added 20 euros more to 940 euros to total 960, the second bonus reguirement percentage dropped to 74%. Ok. So start betting again and got it also to 100% and at 960 euros. Still cannot verify my identity or make withdrawal. Chat tells me to contact support email. So I did that, but haven't got a single response since then. Almost a month has passed now...

Dear Carlospentzo,

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 clarify your situation.

Could you please send me the exact link or a screenshot of the welcome bonus you activated and played with? Was it a deposit bonus, or a no-deposit free bonus?

Could you kindly specify what you mean by saying that there was a "double wager requirement" in your bonus?

What types of games did you play while your bonus was active?

Did you activate a new bonus, when you made your deposit of 20€?

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

Hi, It was a welcome bonus. Some free spins. All the wins from spins becomes bonus money with wager requirement. No deposit was required. There was a meter for bonus wagering, which I filled up to 100%. After that the bonus was set to 0 and the money appeared in my balance. When I tried to withdraw it showed another kind of percentage in the balance section. So I played and played until it was at 100% also. After that I contacted the chat. Only thing I cound dig from chat person from after many minutes of chatting, was that I should make a deposit and play that sum three times or "something". (Didn't come to mind to take a screenshot) After deposit of 20 euros, the percentage dropped to somewhere around 70. Did not take any new bonuses or anything. Then I played at least 300 euros worth of spins and the percentage was again full 100. Managed to keep balance at 960.

Games were normal slots and maximum bet was 0,60 euros

Br

Carlos

I have also "propably" forgotten my password to Scarlett casino. The "reset password" button on the website only flashes, and doesn't seem to work. I have tried it on both, my computer and mobile browser. No e-mail to reset my password comes through (not even in junkmail) I have also contacted the technical support e-mail address for this also, but no haven't got a single answer for this matter either.

I have checked the Bonus Terms, and this is what I found:

WELCOME PACKAGE

2.3 For Registration bonuses, extra spins, free spins, and free bonuses which require NO deposit, note that no winnings at all may be withdrawn/transferred until you have transferred at least 20 € or equal in Fiat or crypto currency in to your player account. In addition, no winnings accrued in connection with any Free Bonus may be withdrawn/transferred until the wagering requirements have been met.

2.5 Maximum Bonus win in Free Spins is 100 € or equal when making a withdrawal, after wagering! Special terms may be applied when it comes to Cash Bonus, please see p 2.8. Check with the support for assistans.

Have you received any response from the customer support email regarding your verification, payout of your winnings, or the problem with your password yet? Please forward me the emails you sent to the casino at veronika.f@casino.guru.