ScratchMania Casino - The player's unable to withdraw his winnings.

Hello, help me pick up the winnings, I used the $7 welcome bonus, won back, now they don’t answer, they don’t communicate, I sent my passport to the post office, but again not a word, I don’t know what to do except contact you.

Hello Hamest,

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

Could you please advise if your account is already verified and is yes, since when exactly? Did you ever deposit any money into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you for paying attention and responding very quickly to this complaint, I’ll say that I registered there for the first time and never made a Deposit and this bonus that I received is $ 7 welcome bonus there in the description it says that I need to wager 40 times I have played exactly 200 on my balance now $ but no one answers me in the chat once 2 days ago I asked if I could speak Russian, she said that she would transfer me to Russian support now, well, she didn’t translate anywhere, I sent a question through the chat several times, no one answered upload the document passport no no answer, no reaction, I would like to know what else needs to be done, but no one answers even primitive ones that what documents are needed, no one says that's the whole trouble

Hello Hamest and thank you for the provided information. Could you please advise if there is a possibility to upload your documents directly in your casino account? Did you try to also e-mail them regarding the verification?

Hello, yes it is possible to upload documents I uploaded the passport I wanted to know what I need to upload to complete the check just get information what documents I need no one answers on the chat ... after a few days they just answered I still need to upload documents and go through verification And I also don’t understand 7$ dollars they say to wager 40 times then they say you need to make a deposit then wager 40 times what to wager 40 times the deposit. along with this 7$ different things In short very confusing I wagered this 7$ now on a balance of 200 I am told to make a deposit then wager this seven dollars but I have no idea how to do this if I have already wagered In any other normal casino now Make a deposit and I don’t understand here Why they offer seven dollars, they say you need to wager this seven dollars 40 times and then they say you need to make a deposit, this is wagering 40x wager

I would like to ask ScratchMania Casino to join us and help us explain the issue occurred.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The complaint will be now closed as the casino did not respond to us within the given time. They can reopen it anytime if they wish to resolve the player's issue.

Regards,

Nick

Their rating is very high .... Thank you for trying to help me

The complaint was reopened based on the casino's request with the following post:

Dear Hamest,

Thank you for joining the casino and apologies for the late reply. Kindly note that we have terms and conditions in which we have described the cash out conditions for the winnings made with the sign up bonus of 7.

If you have never made a deposit on the Website all bets made will not count towards the wagering requirement until a deposit is made. Once you make your first deposit, any bonus money at that time in your account will then be subject to standard wagering requirements. All future No Deposit Bonus will be subject to standard wagering (play-through) requirements before they can be withdrawn, and no further deposits are required.

In short, in order to cash out the winnings from the sign up bonus (up to 200), you need to have at least one deposit, which will allow you to start the wagering of the bonuses.

Below you can find a link, related to the sign up bonus promotional page.

https://secure.scratchmania.com/#/help/promotions

Kind regards,

Scratchmania

Thank you for explaining to me this is all supposed to be done by the casino in their chat, but they didn’t do it. And you are doing them together, thanks now it’s clear. but their rating is very high... please note that they do not answer in the chat for 3-4 days this is not reasonable thanks again you can close this

The complaint will be now closed as the casino explained the situation to the player.