Scooby Bet Casino - Player's account blocked, refund delayed.

My account was blocked. I emailed them and they said they would refund me in a week, but it's been over 3 weeks. They are no longer responding to me.

Dear Yahorik,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of bonuses? 
• Could you please send me the correspondence with the casino regarding the refund being issued? My email is tomas@casino.guru

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

Hello

I have been using the site for 1 or 2 months.

On January 15, I was unable to log into my account. I wrote them an email and they replied that they had a problem and would fix it. But I still can't log in to the site and they are no longer responding to me.

I only used roulette, I didn't use bonuses.

Could you please share the entire message?

Was there any balance left on your account when you found your account blocked on the 15th of January?

Was the balance on your account any unused deposits, or any winnings left to be withdrawn?

When was the last time you deposited in the casino?

I had 118 or 119 euros on my balance.

I had 1 deposit about 2 months ago. 

I played roulette a few times and requested a withdrawal. after that my account was blocked. my money was not returned to me

Thank you very much, Yahorik, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.

Hello, Yahorik,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Scooby Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Scooby Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked/closed and what is the estimated timer frame for processing his withdrawal? What steps should the player take to unblock the account?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer. 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 Yahorik,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In addition, in the meantime, the casino stopped operating and was closed at the end of February 2024 and there is no valid regulator you could turn to anymore. I am really sorry, but under such circumstances, I would come to terms that it is possible you will never see those disputed funds. Other options would very likely cause you a loss.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru