Scorpion Casino - Player’s winnings withdrawal delayed.

i played with them for several days and won quiet a bit. I am playing from UK and tried to withdraw. on the withdrawal section it will ask for a bank account number. I tried to ask chat agent but they dont know what to answer( i was trying to clarify if i will put my IBAN there since it will be an international transfer) they couldnt answer me properly. so i tried 10USD if it will go through using my IBAN. They told me it will be 72 hours to process. i am a verified customer. it is past 72 hours already , on withdrawal section it says 'sucess' but nothing showing in my card and i can still reverse it. If i ask help agent they would hold me on chat too long and they couldnt answer my questions properly like they dont know english. In short they let me go round and round and round i dont know what to do. Now they restricted my bet to 1 dollar per game maybe because i won quite a bit. if i ask the agent why this happened they said that is the limit and wouldnt give me any reason. chat agents are not helpful at all. i played confidently because they are curacao registered, now i am having trouble to withdraw. i dont want to go back to the help agents anymore as I know they will not help me at all. i tried to contact them more than 20 times. if they dont want me to continue to play because im winning, i want them to give my funds to me. thanks!

Dear celeronxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Do I understand correctly that your payment is still pending inside the account without being processed?

-It says ''success'' but reverse button still clickable but i did not click it hoping it might work

Could you please specify how many days ago was your withdrawal requested?

-they said up to 72 hours to be processed. It is more than that now.

Was your account successfully verified already?

-I am fully verified customer.

thanks for your support.

everytime i ask an agent if i want to withdraw, what will i put in the account number, someone will say wallet number (which is for crypto) i never use crypto!, others will say maybe? IBAN. i was speaking to someone on the support email and said sort code and account number. i tried all of those and nothing worked. If i ask them why they are restricting me to bet, they would only say they will pass me on the right department and will receive an email shortly, i have been waiting for too long and i receive none. these people are putting me round and round and round. i trusted them because they are Curacao registered and has a good score in CG but they failed me.

update: i tried withdrawing using my IBAN. then account number + sort code. then i tried to withdraw from them using crypto( eventhough i dont know anything about crypto i made an account. Nothing is working. they will only keep on telling me that they have notified the relevant department and will email me soon but no one really cares. They just deduct from my balance everytime I withdraw but i am receiving nothing at all.

Thank you very much, celeronxx, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Thank you Patronela. Godspeed!

Dear celeronxx,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Scorpion Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Thank you, Dominika for taking care of this.

Hi just an update. I was able to withdraw my funds now if not all as the limit of 1000USD wont allow me. This casino can be better but i was a little worried at first that they will scam me just like my previous experience from other casinos. They can actually be better but key points are, they should be able to explain better how things are instead of keep telling their customer that they are going to pass us on the relevant department which is too fishy because that what scammers do to avoid interacting with customers they are trying to scam. Also i can confirm now that this casino is more on crypto exchanges rather than bank withdrawals. You can still deposit by bank but best withdrawal method is crypto. I am not into crypto but now pushed to have one for the sake of withdrawing. Most importantly i was able to withdraw my funds partly due to the 1k limit. Another keypoint is i know they have all the right to restrict betting but if they are user friendly, they would not just restrict me from betting if i am winning for the fair play. another is if they are not comfortable letting people withdraw their funds by bank transfer then they should remove it because it gives confusion to customers instead go full crypto. I found out that they will only process crypto withdrawal if it is more than 15USD if not it will give you error. So far this casino is not bad can be better but because they gave me panic by giving me hard time to withdraw by bank and restricting my betting capablities due to winning, i will give them 5/10. Customer service should improve their communication and should know what they are doing. Yes they pay out but only in crypto. I will come back if i am able to fully withdraw all my funds tomorrow so please dont mark this case as resolved yet until i come back. thanks CG!

Dear Celeronxx, thank you for providing the information. Kindly keep us updated.

hi just an update. I was able to fully withdraw my funds using crypto. i would want to continue with them but restricted my bet to less than 1USD. but thankfully able to withdraw my funds. thanks CG

Dear celeronxx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru