The player from Italy had deposited €35 after losing a bonus, but noticed that his credit was still reflecting a fun bonus. Upon contacting chat support and reporting the anomaly, his winnings had been nullified. The casino confirmed that the player had made several deposits and received no winnings. The player claimed that he had been threatened and blackmailed by the casino, which the casino denied and said they had added more funds to his account to resolve the issue. The player insisted that his winnings had been unjustly nullified. The casino argued that the player had been trying to obtain funds unfairly. The player had requested the publication of the entire support chat for transparency. After reviewing the game history and communication between the player and the casino, we confirmed that the player's real money deposit had indeed been credited as bonus winnings. However, the player's account had been closed with no remaining balance, and thus, no further action was taken.
Scooby Bet Casino - Player's winnings nullified after bonus issue.
Amount: €80
Scooby Bet Casino
Safety Index:Above averageOther
REJECTED
Case summary
The casino acknowledged a bonus of €35, which I played and lost (I exhausted the funds at 2023-12-12 11:13:58, Excel row 496)
Subsequently, I made a deposit of €35 at the time Date: 2023-12-12 11:15:41, Excel row 497
but I noticed that my credit was still in fun bonus, I contacted the chat support and reported the anomaly, meanwhile I had accumulated winnings.
The chat support withdrew my funds, nullifying my winnings.
I am attaching an Excel file where you can review the transactions
Dear Ramirexxx,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the confiscated winnings were accumulated with your real money deposit?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
Good morning
The player has made several deposits
these are the last ones
12.12.2023 09.08 - 25.00
12.12.2023 09.17 - 30.00
12.12.2023 11.15am - 35.00pm
In both deposits the player received no winnings
After the deposit of 30 euros (the real balance ends)
The player in the chat asked us for a free bonus - we activated a bonus of 35 euros on the balance. The player has used up the 35 euros of the free bonus and has deposited the last 35 euros
The player has finished the 35 euros of the real balance and has won around 80 euros with the bonus balance
The player contacted us via chat telling us that the real balance had disappeared (he had used it up while playing)
The customer continued to complain and the agent ADDED ANOTHER 35 EUROS TO THE REAL BALANCE
According to the chat, the player asked to eliminate the bonus
We have canceled the bonus
THE PLAYER NOW CLAIMS THAT WE HAVE REDUCED THE 80
This is not true!!! We have sent the file to the player so that he can see and control all the games.
The player continued to BLACKMAIL AND THREATEN (SEE SCREENSHOOT ITALIAN LANGUAGE)
In order not to waste time (OUR LOSS) we added 80 euros to the player's real balance. THE PLAYER CONTINUED TO THREAT AND BLACKMAIL - SEE PHOTOS IN ITALIAN
THE PLAYER HAS REQUESTED TO CLOSE THE ACCOUNT AND WE HAVE CLOSED THE ACCOUNT
IF YOU CAN GIVE ME AN EMAIL I CAN SEND YOU all the bets, the player's deposits and the DEPOSITS MADE MANUALLY AS A FREE GIFT FROM US
IN total we gave the player as a gift 35 real balance + 35 bonus balance + 80 real balance (the latter not used because his account was closed at his request, see photo)
AFTER HAVING LOST HIS DEPOSITS, THE PLAYER TRIED WITH THREATS AND BLACKMAIL TO GET MONEY.
We gave away 35 + 30 + 50 to avoid this..
The customer had losses of around 750 euros and was demanding further money with threats and blackmail
the customer requested to close the account and tried with threats
and blackmail to get more: WE GAVE HIM 35 REAL BALANCE + 35 BONUS +80 EUROS REAL BALANCE
At THIS point we have decided to close the customer's account
Scooby Bet Casino - Player's winnings nullified after bonus issue.
The bonus was given to us!! 35 euro bonus given away. The customer was left with 2 euros and 40 in the bonus balance and loaded 35 in the real balance with the card. He finished the 35 and won 80 with the two euros left...
It is understandable that under threat and blackmail from the player + called Brenda (assistant) a thief that customer support reacted against the player who was trying to obtain funds unfairly and for free
The assistant CANNOT deduct funds from the actual balance. The assistant can only add funds (real balance and bonus balance) and can add bonuses.
The client added EURO 35 FOR FREE UNDER BLACKMAIL + TOTAL 80 IN THE REAL BALANCE + 35 IN THE bonus balance.
The customer received ON THE REAL BALANCE 115 but continued to want to take advantage by threatening and blackmailing.
"he demanded further money with threats and blackmail"
I think these gentlemen have a bit of mental confusion. This can also be seen from the answers given. Too bad for them that I saved the transcripts of the support chat and they are available.
the €80 they wanted to recognize was the bonus balance
I attach part of the chat transcript
after they withdrew my winnings and contested this lady Brenda reports "and I have mercifully credited you with 35 of the deposit"
only after 3 hours did they write an email, certainly after they checked the excel file, that the 80 was recognized, but I no longer trust these people and I didn't accept
For me the €80 doesn't make any difference but be careful Casino Guru this casino, I'm writing to you from experience it will be very problematic with the players, review the rating
Just check the excel file of the games to verify everything
if you are a serious mess publish the support chat from the first message to the last.... let's see if you have the courage
I don't have time to waste on you, I've now established that you're an unreliable mess
It will be a matter of little and Casino Guru will also ascertain it
Be careful casino gurus, they publish totally fake screens
As per the chat, the gentleman declared that the 35 euros of the deposit had disappeared and had been accumulated in the nìbous balance (80 euros). This is impossible.
To get ahead of the curve and avoid having problems, WE CANCELED THE BONUS AND CREDIT 35 EUROS AGAIN TO THE REAL BALANCE (WHAT HE HAD PAID AND CONSUMED)
The player continued to THREATEN AND BLACKMAIL and in order not to have any breakdowns we credited 50 + 30 in the REAL balance
Still not happy, the player continued to threaten and at this point we closed the account at his previous request (see email).
No no after three hours. See the times in the photos sent previously. Everything was done accordingly
The time zone is different from that of Italy
To recap
we credited 35 bonuses + 35 real balance + 30 + 50 real balance for free (this sequence was done in an hour of discussion)
See photo with email time above and photo above of accreditations and real balance 80 time zone different from Italy.
Under threat and blackmail that we would receive dozens of negative reviews etc etc
But you publish screen shots without a logical sense, just for the time, in my opinion you should change jobs because you make the company look bad and go back to being a locksmith (I'm writing this because I received confirmation of the closure of my account from an email used by a blacksmith)
I attach you screen
Why don't you post the entire support chat from the 1st message sent? so casino guru will be able to understand why I published the negative reviews.
the 80 euros recognized after 3 hours, I received emails at 2.49pm and the withdrawal from my account took place at 12.30pm, but you are totally unreliable and I have no intention of playing on your platform, so I am requesting them as payment as they are my credit
attention casino guru this casino is rated too high
and the positive reviews received in these hours on their page are clearly fake (all with name and surname) this already proves that there is something strange in their work
FALLA FINITA..DAI PO.. Capisco la fustrazione per la perdita di 720 euro.. ma arrivare a minacce di recensioni...va va..NO COMMENT..
GET IT OVER.. COME ON.. I understand the frustration over the loss of 720 euros.. but to get threatened with reviews... NO COMMENTS..
You deposited 30 - YOU LOST YOUR 30
YOU HAVE requested a free bonus of 35 euros BONUS BALANCE
YOU HAVE CONSUMED THE BONUS - YOU HAVE APPROXIMATELY 2 EUROS LEFT
YOU HAVE DEPOSITED 35 EUROS
YOU HAVE CONSUMED THE 35 EUROS AND YOU WON WITH THE 2 EUROS LEFT ABOUT 80
YOU CONTACTED THE CHAT SAYING THAT THE 35 HAVE DISAPPEARED INTO thin air
YOU STARTED TO THREAT AND BLACKMAIL
THE ASSISTANT CANCELED YOUR BONUS AND CREDITED YOU 35 IN THE REAL BALANCE
YOU SAID WE ARE THIEVES BECAUSE THE 80 BONUS IS GONE
YOU HAVE CONSUMED THE 35 GIFTS AND WE GIVE YOU THE REAL BALANCE
ANGRY ABOUT LOSSES STILL THREATS WITH ACCOUNT CLOSURE EMAILS AND THREATS OF REVIEWS
TO MAKE YOU HAPPY WE HAVE GIVEN YOU AGAIN 30+50 ON THE REAL BALANCE
NOTHING TO DO YOU WANTED MORE!!! THREATS AND BLACKMAIL AGAIN..WE HAVE FULFILLED YOUR REQUEST TO CLOSE CONT.
Tell me what you want? Are you trying to turn against us? We finally gave you 35+ 30+35 on your real balance (free) What more do you want?
added funds manually to bonus balance 20+15 total 35 see photo
The customer is left with 2.60 euros, the customer pays 35 euros
see photo
the customer plays and loses the real balance but accumulates around 79 euros with the bonus balance (see photo) The customer gets angry and says that the 35 euros deposited have disappeared into thin air. Threats and blackmail add 35 euros to the real balance (see photo).
THE CUSTOMER SENDS AN EMAIL REQUESTING ACCOUNT CLOSURE
SEE EMAIL
I continue the message
the customer threatens in chat to send dozens of negative reviews
We send an email to the customer that we do not want to inconvenience him by crediting him with 80 euros in his real account
see email photo and credit photo
From what the constant threats make us understand is that the 80 euros GIVEN are not enough. We prefer to close the account.
Please note that all money IS FREE 35 (REAL BALANCE) + 30 + 50 (REAL BALANCE) + 35 BONUS
If you are missing more photos or proof let us know
NB the email you received is from a company that offers 24H customer support. We don't know if it offers a locksmith service.
PUBLISH THE SUPPORT CHAT FROM THE FIRST MESSAGE IF YOU ARE A SERIOUS CASINO AND SO YOU UNDERSTAND THE REASON FOR THE REVIEWS, WHICH BESIDES ARE NOT FAKE LIKE THOSE SENT ON THE PAGE IN THE LAST HOURS
But given the managers of this casino, I respond with locksmith assistance emails.
you make me laugh
unfortunately you don't know how to read an excel file, which is very clear but rightly so, as a locksmith and manager of a casino, I find it difficult for you to understand
STOP MAKING YOU LOOK LIKE POOR GUYS WE ARE WAITING FOR CASINO GURU TO READ THE EXCELL FILE AND SO WE ARE WAITING FOR FEEDBACK FROM SPECIALIZED STAFF AND NOT FROM A LOCKSMITH
I totally agree with you! Now let's leave it to GURU to decide. We thought we had sent everything necessary for you to decide.
Frankly, we don't understand what this blacksmith has to do with all this or what you're referring to. The excel file was sent to you by us so that you could see the plays and movements.
Furthermore, if you think screenshots are missing, you can always add them yourself.
I have all the chats, except the first chat support request..... so if you would like to kindly publish the first chat support request, so we all understand my reaction well
Frankly, we don't understand what you're talking about. The chats that we have are available to you too. We have nothing else!
You have the emails and chats and the excel file we sent you.
Hello everyone,
Thank you both for your replies.
Ramirexxx, does the google drive document contain your full game history? Additionally, please forward all the relevant communication between you and the casino as well as any other supporting documents or evidence to my email address (kristina.s@casino.guru).
Good evening
I invited everything via email...
Thank you
Thank you both for your emails. I would like to kindly ask you for your patience and understanding while I review and compare all the provided information and evidence. It can take a few days due to the increased volume of complaints during this time of year. We are currently managing over 900 active complaints but will try my best to get back to this case as soon as possible.
Thank you everyone for your patience while waiting for me to review the game history. Although I see that everything regarding the manually deposited money by the Scooby Bet Casino is true, it seems that Ramirexxx was also right and winnings from his real money deposit appear to be recorded as bonus balance/winnings, even though the previous bonus was fully wagered and the bonus balance before this €35 deposit was 0:
Dear Scooby Bet Casino,
Can you clarify how this happened?
HI
I hope you're fine
We don't understand your question
Could you specify the question?
Good morning, when I made the deposit my balance was 0 and there were no bonus balances. This can be seen from the game history. The main problem, in addition to withdrawing my balance, was the rudeness of the chat support, as you can read in the chat sent, I was offended as a liar without even checking my game history... which is why I no longer trust this platform
Of course the player's real balance was at zero.
The player asked for a gift bonus.
We gave away 35 euro bonus balance
the player has exhausted our bonus gift (he had a bonus balance of approximately 2 euros).
He has 35 deposits and exhausted 35.
com the two euros of the bonus balance given away he won around 80 and at that moment the player stated that the 35 previously consumed had disappeared into thin air.
This is not the case, my balance was at 0 and you can also read it in the file. As you can see, the winnings are made with the real balance. I declared that you withdrew my winnings without any authorization, I did not declare that the 35 euros had disappeared into thin air. We kindly do not write falsehoods
No no no
under threat and blackmail from reviews on trustpilot.. WE GIVEN TO GET A PERSON LIKE YOU OUT OF THE BOX WHO WE DO NOT WANT TO HAVE IN OUR CASINO.
You stated that your balance DEPOSITED BY YOU was gone (see photo it was burned by you)
you earned around 80 euros with the two euros left in the bonus balance given away by us
WE GAVE YOU AGAIN 30 + 50 ON THE REAL BALANCE AND REMOVED THE BONUS BALANCE (ALWAYS UNDER BLACKMAIL ON YOUR PART)
But unfortunately you are A PROFESSOR and you wanted more so as not to make fake reviews (you will get dozens of these reviews...)
You did not use your deposited proceeds but rather our gift bonuses to UNJUSTLY obtain 80 EUROS ON THE BONUS BALANCE AND 80 EUROS ON THE REAL BALANCE.
In my opinion you have some serious problems of understanding, but I think it is normal, managers who until yesterday were craftsmen 24 hours a day, today I answer chats and do not have the ability to read an excel file (casino gurus as per previous screenshots send emails with accounts used for other craft services in Italy, a shocking situation) I also sent the chat transcripts to casino guru. You are as fake as your casino.
We have opened a trustpilot ticket to have multiple reviews removed. (see photo). They removed the reviews that can be traced back to you.
it is possible that it costs us more than the 35 euros... or what you are requesting (frankly we have not yet understood what you want) but it is our right to inform the Italian postal police of what has happened through one of our lawyers.
It's not a problem, but I have already reported the emails received from the craftsmen service on behalf of your casino. We'll see who wins
Ramirexxx, could you please clarify if you had any active balance in your casino account when you requested account closure?
I confirm that I had no active balance, I had reset my account to zero.
Specifically, after the winnings were reset and after reporting the problem to chat support, they recognized a bonus balance, not a real balance, as a refund of my deposit. I reset the bonus and ask for closure
Same story again... we've learned it by heart by now.
Let's start from the penultimate deposit
1) You have deposited 35
2) you have used up the 35
3) You asked for a bonus in chat
4) You have been awarded a FREE 35 bonus balance
5) You have used up the bonus balance given away and you have around 2 euros left
6) You deposited another 35 by credit card
7) You have also finished these 35 that you deposited.
8) With the 2 famous heroes from point 5 you won around 80 euros
and from this moment the discussions and extortion threats on your part arose.
Please tell me which numbers of the above are NOT CLEAR TO YOU.
As always, inaccuracies, in my opinion you don't do it on purpose it's just because you don't know how to read an excel file
deposited 35
bonus 35, bonus completely reset as per excel file
deposited 35
won 80
withdrawal of the winnings
35 bonus to buy the withdrawal of winnings according to them
cancellation
Haaa HOLY SKY..
I advise you to look at the excel file, the sequences and the games..
You won around 80 euros with the remaining 2 euros of the BONUS balance GIVEN BY US - then you started to get heated and go crazy with blackmail aimed at extorting money..
Connect the photos of the chats with the time to the game timer and you will see that you will refresh your ideas
Actually, Ramirexxx is right and winnings from his real money deposit seem to be credited to a bonus balance for whatever reason. First, he was credited two bonuses - €20 and €15 (excel rows 3269 and 3270) and these bonus funds were played. Then Ramirexxx deposited real money €35 (excel row 3394, ID 318570606) which was credited after previous bonus funds were exhausted and the bonus balance was €0 (row 3393). Any winnings from this deposit were recorded as bonus winnings.
And Scooby Bet Casino is also right and the manual deposit of €35 was indeed credited (row 3522) which was fully played and later two more - €30 and €50 (rows 3533 and 3534).
So in conclusion, both of you are right and it seems that you don't understand each other's points.
Since Ramirexxx's account has been closed with no remaining balance, unfortunately, I don't see anything that we could help with here or mediate. Therefore, I will now close this complaint without further intervention or investigation. Thank you both for your cooperation and understanding and I am sorry we could not be of more help on this occasion.
Ramirexxx, please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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