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Hello,

I want to file a complaint against Scored Casino.

The problem started last Sunday. At that time, I requested that my account be blocked for responsible gambling reasons, as I was having difficulties with gambling and asked that my access be restricted.

However, after the block I had a balance of €6,500 pending in the account and I am having a lot of difficulty withdrawing it.

I've contacted the casino's customer service several times, and the only response I get is to wait for an email reply. It's been three days now, and I haven't received any solution or clear information about when or how I can withdraw my funds.

My complaint is not about the account being blocked. I understand and accept the decision to block it for responsible gambling reasons. The problem is that I believe the block should not prevent me from withdrawing the money that was already available in my account before the closure.

I am willing to receive payment via any withdrawal method the casino deems appropriate. My only request is to be able to withdraw the approximately €6,500 remaining in the account.

I am requesting Casino Guru's help to mediate with the casino and obtain a solution or a clear answer regarding the status of my funds.

Thank you for your help.

Hola,

Quiero presentar una reclamación contra Scored Casino.

El problema comenzó el pasado domingo. En ese momento solicité el bloqueo de mi cuenta por motivos de juego responsable, ya que estaba teniendo dificultades con el juego y pedí que restringieran mi acceso.

Sin embargo, después del bloqueo tenia ahi un saldo de 6.500 € pendiente en la cuenta y estoy teniendo muchas dificultades para retirarlo.

He contactado varias veces con el servicio de atención al cliente del casino y la única respuesta que recibo es que espere una contestación por correo electrónico. Han pasado ya tres días y no he recibido ninguna solución ni información clara sobre cuándo o cómo podré retirar mis fondos.

Mi reclamación no es por el bloqueo de la cuenta. Entiendo y acepto la decisión de bloquearla por motivos de juego responsable. El problema es que considero que el bloqueo no debería impedir la retirada del dinero que ya estaba disponible en mi cuenta antes del cierre.

Estoy dispuesto a recibir el pago por cualquier método de retirada que el casino considere adecuado. Mi única solicitud es poder retirar los aproximadamente 6.500 € que permanecen en la cuenta.

Solicito la ayuda de Casino Guru para mediar con el casino y conseguir una solución o una respuesta clara sobre el estado de mis fondos.

Gracias por su ayuda.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request that you sent to the casino, along with the casino's response and all the subsequent communication at veronika.f@casino.guru?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• When exactly did you submit the withdrawal request for your winnings of €6,500?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good afternoon Vero, I contacted them via chat and they closed my account without any problem. The issue is that I have €6500 in the account and I can't withdraw it because the account is blocked. Before the account was blocked, I requested a €500 withdrawal (6500-500=6000), but I haven't received anything. I've been waiting for a response from them by email for 5 days and nothing. I've attached screenshots of the conversation.

Buenas tardes Vero, escribí por chat y me la cerraron sin ningún problema, la cuestión. Es que tengo 6500 dentro de la cuenta y no puedo retirar y la cuenta esta bloqueada y en su momento antes del bloqueo de la cuenta habia solicitado 500 para retirar (6500-500=6000) pero al final no me a llegado nada llevo 5 días esperando respuesta por correo de ellos y nada te adjunto las capturas de la conversación

Thank you for the clarification.

Do you have any screenshots or transcripts of the rest of your conversations with the casino's customer support? We need to review your account closure request to determine the next steps of our investigation.

Also, if you have communicated with the casino's customer support regarding the payment of your balance in the meantime, kindly forward the most recent messages to me as well. My email address is veronika.f@casino.guru.

Moreover, could you please specify whether the balance in your account had been fully wagered, either to satisfy the AML wagering requirement for clear deposits or by completing the wagering requirements of any bonuses you played with?

Hi Vero, I don't have any more screenshots, to be honest, but the account closure went smoothly. After almost 10 days of sending emails and insisting via chat day after day, they finally sent me an email, but they only asked for my information to verify that the account is mine. I'll forward it to you. Honestly, the waiting time seems excessive.

Regarding the balance, has the AML been 100% complied with?

Buenas Vero, no tengo mas capturas, la verdad, pero en cuanto al cierre de cuenta se cerró sin problemas, y después de casi 10 días, mandando correos, insistiendo por chat dia tras dia, me mandaron un correo pero solo pidieron mis datos para verificarme que la cuenta es mia, te lo voy a reenviar, sinceramente el tiempo de espera me parece EXCESIVO

en cuanto al saldo si se a cumplido el AML al 100%

Thank you for your reply. Have you received any responses from the casino after you sent them the email with your personal details? If so, kindly forward the subsequent communications to me as well.

Good morning Vero, no, I haven't received any response. I sent them an email a few days ago and still nothing.

Buenos dias Vero, no, no eh recibido respuesta ninguna, les mande un correo hace unos dias y nada sin respuesta

Good afternoon Vero, I've sent you another email that they just sent me after I spent almost an hour chatting with them. I forwarded it to your email, but I'm also pasting what they wrote here; basically, it's more of the same, making me wait and wait.

This is their message:

Hello,

Thank you for getting in touch.

Your request has been forwarded to the relevant department for review and consideration. Please be assured that we take these matters seriously and are committed to addressing them in accordance with applicable standards.

If additional information is required, further communication will be initiated.

Your patience is greatly appreciated, and an update will be provided as soon as possible.

Sincerely,

Scored Support Team

Buenas tardes Vero, te eh mando otro correo que me lo mandaron ahora despues de estar casi 1h por chat hablando con ellos. Te lo reenvie a tu correo pero igualmente te pego aqui lo que me escribieron, vamos que es mas de lo mismo haciendo esperar y esperar,

Este es el mensaje de ellos :

Hola,

Gracias por ponerte en contacto.

Tu solicitud ha sido referida al departamento correspondiente para su revisión y consideración. Ten la seguridad de que tomamos estos asuntos en serio y estamos comprometidos a abordarlos de acuerdo con los estándares aplicables.

Si se requiere información adicional, se iniciará una comunicación adicional.

Tu paciencia es muy apreciada, y se proporcionará una actualización tan pronto como sea posible.

Atentamente,

Equipo de Soporte de Scored

Good afternoon, today I received an email granting me access to my account to withdraw my funds, respecting the withdrawal policy. Therefore, I am awaiting the withdrawal and will see if it arrives.

Buenas tardes hoy me mandaron un correo dándome acceso a mi cuenta para solo retirar el dinero que tengo respetando la normativa de retiro, por tanto a la espera de retiro y si me llega

Thank you for the information. Have you received your funds in the meantime? Please keep me updated.

So far I've received 1200 out of 6500

Si por ahora me han ingresado 1200 de los 6500

I'm glad to hear that you have received a portion of your winnings. Have you submitted any other withdrawal requests in the meantime?

How many pending withdrawal requests do you currently have in your account?

On average, how long does it take for the casino to process and pay out your withdrawal requests?

Dear Bodipanda28,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru