Scored Casino - Das Spielerkonto ist geschlossen, was zu Auszahlungsproblemen führt.

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