Scorpion Casino - Player's account closure request is complicated.

I signed up for this casino before they changed their website link from (scorpion.casino) to now scorpioncasino1.vip and changed their support email address (no longer support@scorpion.casino) I was terrified when seeing this that they perhaps stole my ID/Passport if/when they asked for this to prove my age (I can't remember if they asked, I presume so). When i requested account closure they stated they would not close my account unless I emailed them a picture of my ID or Passport. How do I know my original KYC submission is safe? How Can I close my account without emailing my documents across to a new email now that their original support email no longer exists..

Hello WealthMaestro,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Scorpion Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if you requested your account to be closed or self-excluded?
• Was your account ever verified or did you send them any kind of documents so far?
• What is your dispute amount based on?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Nick thank you for your response.

My account was fully verified, hence pretty worried that my details have been stolen as I can't tell if this casino is actually legitimate or not. I have not been limited nor self excluded I simply asked if they can close my account and they are refusing without me sending ID/Passport via email. I also asked to use my GDPR Rights to Delete my account and data and thats when their email bounced and stoped existing. I'm not disputing any amount of money right now, I don't really care for the funds, I believe I may have sent them my ID previously to allow for a withdraw- But I can't remember as that was some months ago. I last spoke to the casino in September before their emails bounced and i've been panicking ever since. I know you can't guarantee anything but do you trust my KYC original submission would've been handled safety? and is there ANYWAY you can help me request my GDPR Rights are adhered to and my account and data deleted?

I am really begging for your help here.. It is extremely nerve wrecking to have this hanging over my head that they might at any point be able to steal my identity. I applied while within the UK and while they were operating in UK. I have GDPR Rights that they are denying but they don't care, as you guys are an affiliate please please can you reach out to them to help get my account closed.

Hello WealthMaestro,

Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise. 

Additionally, I would not worry regarding your details as they are a legitimate casino but I would advise not to send any more ID as it should not be required to close an account.

I would simply recommend not to play there anymore and your account may be automatically deleted after a period of time.

Is there anything else we could assist you with?

Regards,

Nick

Hello, Regardless of GDPR - I want to close my account, it's an unfair casino practice as you've said for them to require me to provide ID to close my account, given that i've provided you my casino ID for that company can you please as an affiliate reach out to your contact and ask for my account to be closed? I'm happy to ignore GDPR as theres no way I can take legal action to a ghost company. But i'd be completely happy if they deleted my account.

Also unsure how you are saying they are a legitimate casino when they've broken their regulation agreement and license by changing their company url and name. Their license is for scorpion.casino not their new website and on the new website the old license with old url is displayed. They actively commit wrong business practices such as asking me to email an ID as an ONLY option to close my account, I don't see them as legitimate.

All of their terms and conditions are even noted for 'scorpion.com' "You agree that when you play on scorpion.com you xyz" so i've not agreed to any of their new terms and conditions. Their T's and C's on account closure do not say inactive accounts will be closed, they do not say an ID is required to close the account either it just says to contact support which I did. They will keep my account open forever so please may you assist

Hello WealthMaestro,

In order to close your account, the player must request it.

I would advise to contact them and ask for self-exclusion due gambling addiction as they must close your account this way.

Any other "account block" is temporary and can be lifted off at any time.

Regards,

Nick

Hello,

I have requested account closure multiple times, I have following your advice requested self-exclusion to which they again demanded my passport or driving license stating they need to know who the account belong's to in order to exclude, they know the email and account ID number but refuse to do any closure/exclusion unless I EMAIL a photo of the passport or driving license... Please can you reach out to your affiliate contact and request to close my account and refer them to the 10+ emails I have sent demanding account closure over the period of 6 months. Or just reach out to them referring my Account ID number and tell them to adhere to their own policy of account closure by request and refer to my emails of requests.

They have also confirmed that there is no inactive period, the account will remain open until closed. Meaning my data/passport and information will remain available to any potential hack or breach forever as they refuse to close my account.

Please.. I can't beg enough

Hello WealthMaestro,

Can you please forward your latest request you sent to the casino?

They should exclude you without even asking any documents.

Please forward it to nikolas.b@casino.guru.

Looking forward to hearing from you.

Regards,

Nick

I have emailed!

You give them an above average score and their website, regulation, presale site and everything have just disappeared with thousands of people asking where their funds are because the casino page itself is gone.

You highly promote and rank other casinos on here that are also owned by the operators of Scorpion Casino 'Games & More B.V.' I plea to you that you do something here rather than just mark this casino as closed. They stole my funds, they stole hundreds of other people funds, i can't imagine the people who sent ID's to them via email.

Your previous statement of 'Additionally, I would not worry regarding your details as they are a legitimate casino but I would advise not to send any more ID as it should not be required to close an account.' Can you explain how a 'legitimate casino' can just disappear with everyones funds? Have no owner, no address.. i can't believe this. Obviously not your fault, but if you guys even believe they are 'legitimate' how are users supposed to detect non legitimate ones.

Hello WealthMaestro,

You have forwarded the casino's response only - can you please forward your self-exclusion request as well?

Awaiting your response.

Regards,

Nick

Are you going to ignore the fact the casino has disappeared and stopped posting on all social media and no links work?

In addition on their response they acknowledge exclusion request stating 'for excluding as well we need this (passport/id) to know who you are'

I have requested numerous times to be excluded and to have my account closed. Their terms and conditions are extremely clear it states to request closure, nowhere does it say a passport photo will be required to close your account..

In addition - i also dont want my account 'self excluded' as this means they are required to RETAIN my data and information to ensure I don't play or make new accounts. I want my account deleted..

You literally can just email your affiliate and ask them to close my account i don't understand

You've seen via numerous email evidence above i've directly requested closure of my account.

Hello WealthMaestro,

You did not forward a single e-mail in which you asked the casino to self-exclude you due gambling addiction.

This will be the last prolongation of the complaint - please forward the requested evidence otherwise we will be forced to close the matter.

Regards,

Nick

Please extend my timeframe by 3 days as I don’t have access to my computer currently. But will be able to forward in 3 days

very interesting to see you ignore multiple times the website for the casino being deleted and everyone’s funds disappearing which is illegal in every single country but you keep wanting a self exclusion email. Just like you ignored the closure requests and said they shouldn’t be demanding passport but they did but oh well ask for self exclusion. Not sure how you rate your casinos or are a proud affiliate when you can see clear illegality.

I’ll also add that it’s very clear in that requested account EXCLUSION allows them to keep my data to ensure I am excluded and my whole complaint is regarding me not wanting them to hold my data so wanting to close my account… I don’t want exclusion I want to close my account as my rights per their terms and conditions and per curaçao law

Hello Nick,

I would prefer to base my complaint on here on non closure after requested closure following their terms and conditions of 'request closure by asking one of the team' which i have followed. Your advice to request self exclusion does not help my original complaint regarding fear of unsafe data practices. As stated above, if they exclude me they would need to KEEP my data to prevent me from playing. I want my account closed, You have already stated as I provided their emails at the start of my complaint of them asking to get a passport photo in order to close my account is incorrect and they aren't supposed to do this - Based on this please can you ask your affiliate to close my account as required under their own terms and conditions.

Your previous comment of 'This will be the last prolongation of the complaint - please forward the requested evidence otherwise we will be forced to close the matter.' I believe is honed in on Self Exclusion stance which is not the desired outcome due to my Data protection worries as they are not following the account closure request. Your other option was self exclusion, and not the main option nor a solve to the complaint in my opinion. I would appreciate some assistance in this other than the self exclusion route which would allow them to keep my data under gaming control regulations.

Dear WealthMaestro,

As previously mentioned, we do not handle GDPR-related complaints, which is why self-exclusion was advised as an alternative.

Additionally, since we have not received any evidence from you despite multiple requests, we will now proceed with closing the complaint.

Should you have any further concerns, please feel free to reach out.

Best regards,

Nick